Helpdesk and device support
Help with staff sign-ins, computers, printers, email and everyday application issues. Agree which devices are covered and when remote help or an onsite visit is appropriate.
Sydney-based IT support · Established 1996
Monthly IT support for a business that needs a better provider
Slow replies, recurring IT problems or unclear bills? CMSIT helps businesses agree monthly IT support with clear responsibilities and costs. Tell us what needs to change; no technical brief is needed.
Our team is based in Alexandria. Onsite work in Greater Sydney and remote support across Australia are agreed around your locations and hours.
Business IT support
Managed IT support for Sydney businesses
A missed email, a locked account or a computer that keeps failing can interrupt the whole team. We look at the immediate issue and the support arrangements behind it.
We start with your users, sites, applications and recurring issues. The proposal defines the support scope, service hours, escalation, responsibilities and costs. You can choose a complete managed service or support alongside your own IT team.
Service scope
What your managed IT support plan can cover
Choose the services your business needs. Inclusions and exclusions are confirmed in your written proposal.
Microsoft 365 and staff access
Plan account setup, permissions, licence changes and offboarding. Our Microsoft 365 support services also cover migration and cloud administration requirements.
Maintenance and monitoring
Agree patching, device checks, alert handling and maintenance windows. Document which systems are monitored and who acts when an issue is detected.
Cyber security responsibilities
Review account protection, MFA, endpoint protection and firewall management. Define alert response and escalation with our business cyber security services.
Backup and recovery planning
Identify what is backed up, retention, restore testing and recovery responsibilities. Scope backup and disaster recovery separately where needed.
Documentation and technology reviews
Keep an agreed record of systems, ownership, key contacts and priorities. Review recurring issues, upcoming renewals and project needs before they become urgent.
A support response target is not a guaranteed resolution time. Helpdesk hours, security monitoring and after-hours assistance should each be clearly defined.
Discuss your business IT support
Tell us the problem, your team size and where people work. We will discuss the next step and any assessment needed before agreeing a scope and costs.
What happens after you enquire?
- Tell us your team size, locations and the issue you want to solve.
- We discuss your environment, support coverage and any handover requirements.
- Review a written scope and costs before deciding how to proceed.
Your name and email are enough to start. A short outline helps us prepare. Please leave passwords and confidential records out of this form.
Start with what you know
Choose an optional starting point. Add the details you know; no technical brief is needed.
Nothing is sent until you submit the enquiry. Your existing message will be kept.
Choose the right arrangement
Fully managed, co-managed or a defined IT project
No internal IT team
Give staff a support contact and agree ongoing responsibility for the systems in scope. Start with your user count, sites and the issues taking up your time.
Support alongside your IT team
Cover agreed gaps such as helpdesk overflow, specialist escalation, Microsoft 365 or project delivery. Your team keeps ownership of the responsibilities you choose.
A specific problem or change
If you need a migration, replacement system or a one-off assessment, discuss a defined project. IT consulting and planning can help establish the next step.
Understand the costs
What affects a managed IT support quote?
A useful comparison starts with the same scope. A lower monthly fee may exclude licences, onsite attendance, backup, onboarding or projects. Ask each provider to identify:
- The users, devices, locations and applications covered.
- Helpdesk hours, incident priorities and escalation arrangements.
- Maintenance, security monitoring and backup responsibilities.
- Onboarding, handover, travel and after-hours charges.
- Recurring fees, licence costs, exclusions, notice terms and GST.
Read how to compare IT support costs in NSW and our IT support pricing guidance. We confirm the scope and costs for your business before you decide.
Discuss your support requirementsChanging IT providers
A planned handover, with ownership and access accounted for
- Understand the current setup. Bring your current agreement, renewal dates, approximate user count, locations and recurring issues.
- Confirm ownership and recovery. Identify who controls your domain, Microsoft 365 tenant, licences, administrator accounts and backups.
- Agree the transition. Document access transfer, open incidents, responsibilities and the handover schedule with the parties involved.
See our IT provider switching guide for preparation steps. Timing depends on the environment and cooperation needed for the handover. Do not send passwords through the enquiry form.
THE PEOPLE BEHIND CMSIT
Get to know our team
Meet some of our people across support, engineering and account services. Your service responsibilities and point of contact are agreed in the proposal.
Marlon MadrigalHelpdesk Manager
Gerard MillenaIT Administrator
Carlos RosarioSenior Engineer L3
IT support for a small team without an IT department
You do not need a technical brief. Start with how many people use computers, where they work, and the email or device problems holding them up. We can discuss ongoing support or a defined piece of work, with responsibilities and costs agreed first.
For one to four people, compare the separate CMS IT Essentials small-business offer. For other support arrangements, see our per-user plans and scope. These are different offers; we will help you work out which fits.
Need to choose between an outsourced helpdesk and support alongside your own team? Read our managed IT helpdesk buying guide.
Looking after a school or training provider? See IT support for education. Ready to explain the problem? Discuss your team's support needs.
Common questions
Managed IT support questions
What is included in managed IT support?
The written service scope identifies supported users, devices and systems, helpdesk hours, maintenance, monitoring, security and backup responsibilities. Confirm which licences, onsite work and projects are included or quoted separately.
How much does managed IT support cost?
Costs depend on your users, devices, sites, applications, support hours and starting condition. Ask for recurring support, onboarding, licences, project work, travel and GST to be itemised. CMSIT prepares a scope and costs after discussing your environment.
Do you provide onsite IT support in Sydney?
CMSIT is based in Alexandria. We can discuss onsite requirements across Greater Sydney and remote support for other locations. Confirm site coverage, attendance arrangements, travel costs and any after-hours requirements in your proposal.
Can CMSIT work with our existing IT team?
Yes. Co-managed support covers agreed tasks alongside your internal team, such as helpdesk overflow, Microsoft 365 administration, specialist escalation or a project. We agree ownership and escalation so responsibilities are clear.
How do we switch IT providers?
Start with your current contract and renewal dates. Plan documentation, administrator access, licence ownership, backup checks and open support issues before the handover. Transfer access through an agreed secure process and keep passwords out of the enquiry form.
Is security monitoring the same as a 24-hour helpdesk?
No. Security monitoring, helpdesk hours and emergency response are different services. Confirm who receives alerts, who responds, the escalation process and when after-hours support is available. Response targets and coverage belong in the service agreement.
Prepare for your IT support discussion
Compare IT support scope and costs · Plan a provider handover · Prepare for a Microsoft 365 migration
Need help with an immediate outage? Contact us about urgent IT support.
One ongoing IT relationship for your organisation
For businesses, schools, charities and organisations that need dependable day-to-day technology support, start with an agreed monthly scope. Discuss your staff, sites, working hours and the problems your current arrangement is not solving.
Agree what the monthly fee covers
Scope computers and helpdesk support, Microsoft 365, account access, security, backup checks and recovery responsibilities. Where relevant, discuss WatchGuard Firebox, Veeam backups, software licences and internet connectivity. Products, subscriptions, onsite work, onboarding and projects are included only where your written quote says so.
Change providers with a practical plan
Review your current agreement, authorised access, domains, accounts, licences and backups. Agree responsibilities, timing and recovery arrangements before changes begin. Requirements depend on your environment and the cooperation needed from the parties involved.
Support your next stage of growth
Discuss repetitive work that could be simplified with automation, an application, website or tracker. Website maintenance, SEO and advertising management can be scoped separately where needed; a support agreement does not automatically include these projects.
Compare monthly per-user support plans and the separate Essentials offer for small teams. For email and staff accounts, see Microsoft 365 support. Discuss monthly support or changing your IT provider.