Remote IT Service Desk Support
Local Australian staff delivering compliance-focused IT support for government, medical, mining, utilities, and enterprise organisations.
Premium Support Plans
Flexible options for organisations of all sizes. All plans include local Australian staff, a dedicated support line, and transparent hour tracking.
Standard Hours: 9am–5pm AEST/AEDST, Monday–Friday
After-Hours: Available by arrangement (premium rates apply)
Overage hours billed monthly at $150/hour ex GST
Foundation
Essentials
$4,000
2 hrs/month (24/year)
ex GST • Annual, paid in advance
✓ 2 hours/month allocation
✓ Core IT support
✓ Hardware & network issues
✓ Dedicated support number
✓ Local Australian staff
✕ No convenience support
Standard Operations
Professional
$7,500
4 hrs/month (48/year)
ex GST • Annual, paid in advance
✓ 4 hours/month allocation
✓ Core IT support
✓ Dedicated support number
✓ Local Australian staff
✓ Monthly overage billing
✕ No convenience support
Comprehensive Support
Complete
$9,000
4.5 hrs/month (54/year)
ex GST • Annual, paid in advance
✓ 4.5 hours/month allocation
✓ Full IT + convenience support
✓ Office, Email & productivity help
✓ Dedicated support number
✓ Local Australian staff
✓ Includes convenience support
Premium Support
Enterprise
$14,000
5 hrs/month (60/year)
ex GST • Annual, paid in advance
✓ 5 hours/month allocation
✓ Comprehensive IT support
✓ Full convenience support
✓ Dedicated support number
✓ Local Australian staff
✓ Includes convenience support
For Regulated Industries
Government & Enterprise Plus
$18,500
6 hrs/month (72/year)
ex GST • Annual, paid in advance
✓ 6 hours/month allocation
✓ Compliance-focused support
✓ Essential Eight alignment
✓ Priority response times
✓ Regulatory expertise included
✓ Full convenience support
Flexible Pay-As-You-Go Support
The same hourly rate applies to Business Hours (BH) and After-Hours (AH). After-Hours engagements have a minimum 3-hour billing to cover on-call personnel and WHS/ATO compliance.
| Contract Option | Business Hours 9am–5pm AEST/AEDST | After-Hours By prior arrangement |
|---|---|---|
| 🔵 No Contract One-off needs • Via our Main Contact Number | $180/hr Billed in 15-min increments (min 15 min) | $180/hr Min 3-hour engagement |
| 🟢 Standard Contract Regular support • Dedicated support number assigned exclusively to you | $150/hr Billed in 15-min increments (min 15 min) | $150/hr Min 3-hour engagement |
| ⭐ Premium Contract Frequent support • Dedicated support number assigned exclusively to you | $150/hr Billed in 5-min increments (min 5 min) | $150/hr Min 3-hour engagement |
| 🏢 Enterprise Custom High-volume needs • Dedicated support number | Custom Custom terms | Custom Same rate • Min 3-hour engagement |
ℹ️ Multiple calls within the same engagement: All calls within a single after-hours engagement are included — no additional charges. The single engagement covers on-call personnel costs and meets WHS & ATO compliance requirements.
📋 Monthly Minimum Billing: All Pay-as-You-Go Ad-Hoc support contracts have a 1-hour monthly minimum. Even if only a single 5-minute call is used in a month, the minimum charge is 1 hour at your selected hourly rate.
What Our Service Desk Can Help With
Examples of the Help Desk support services Approved Systems provides
Desktop & mobile troubleshooting
PC performance issues, application errors, general Windows and mobile device support.
Data & backups
Restoring files from backups (OneDrive/SharePoint/Teams).
User management
Password resets, managing user access and permissions, Active Directory and AzureAD policy changes.
Convenience support
How-to help with Word, Excel, PowerPoint and Email (included in Complete, Enterprise and Government & Enterprise Plus plans).
Connectivity & collaboration
VPN connectivity, Outlook and Teams/SharePoint support.
Additional tasks
Document reformatting, recording lone worker check-ins, escalating tickets according to your policies.
How It Works
A simple, straightforward process to get you up and running
1
Choose Your Plan
Select a Premium Support plan or Pay-As-You-Go option based on your needs
2
Get Access
Receive your dedicated support number and get started immediately
3
We Track Time
We track all hours on-phone and off-phone, with overages billed monthly
Built for Australia’s Regulated Industries
Specialised support for organisations with compliance requirements
🏛️
Government
Local, state & federal agencies
🏥
Medical
Practices & hospitals
⛏️
Mining
Operations & logistics
⚡
Utilities
Power & water services
🏢
Enterprises
Large organisations
Why Choose Premium Support?
Quality, compliance, and local expertise matter — especially in regulated industries
🇦🇺 Local Australian Staff
No offshore support. Our team understands Australian regulations, compliance requirements, and local business practices.
✓ Compliance Expertise
Essential Eight alignment, ISO 27001 competency, and IRAP-aware processes built into every plan.
📊 Predictable Costs
Fixed annual pricing with monthly allocations. No surprises, no hidden fees — only transparent billing.
Premium Service Features
What sets our support desk apart
Dedicated Support Line
A separate, dedicated phone number ensures priority attention. Your IT issues don’t queue with general enquiries.
Compliance-Ready Support
Our team understands Australian compliance frameworks. Essential Eight, ISO 27001, and IRAP alignment built in.
Transparent Time Tracking
Every minute tracked — on-phone and off-phone support. Full visibility into what your allocation covers and overage costs.
Quality Over Volume
We prioritise depth of expertise over desk capacity. Your organisation gets consistent, experienced support staff.
Ready for Premium IT Support?
Organisations that need more than break-fix IT support choose Approved Systems. Let’s discuss which plan fits your compliance and operational needs.
📌 Support Numbers & Billing: Every Approved Systems IT Service Desk plan (Essentials through Government & Enterprise Plus) includes a dedicated support number assigned exclusively to your organisation. This dedicated number is confidential and must not be disclosed publicly — any call placed through your exclusive number is billed against your allocated monthly support hours at the rate specified in your service agreement. The Main Contact Number is available for initial enquiries and no-contract Ad-Hoc support requests. Annual plans require 12 months paid in advance; overages are billed monthly. Accounts more than 90 days overdue will have support frozen until the account is up to date. All fees are exclusive of GST.
🕐 Service Hours & After-Hours Support:
- Standard Support Hours: 9:00 AM – 5:00 PM AEST/AEDST, Monday–Friday
- After-Hours Support: Available by prior arrangement only (admin approval required)
- After-Hours Premium: Hours multiplier or on-call staff payment applies (minimum 3-hour engagement per WHS and ATO compliance); multiple calls within the same engagement are included
- Pay-as-You-Go Monthly Minimum: All Ad-Hoc support contracts have a 1-hour monthly minimum billing — even if only a single call is used in the month
- Public Holidays: Standard rates apply to agreed public holiday support; premium rates for unscheduled access
Remote IT Service Desk support is billed separately from our Managed Service Solutions. Our dedicated support team operates in Australia.