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The growing complexity of maintaining information and communications technology (ICT) infrastructure and business applications across many suppliers is demanding more time, new skills and greater attention. As a result, many organisations are struggling to focus on their core business functions.
Managed services can help you gain greater control of your IT and communications operations by providing a seamless end-to-end service level agreement over the entire end-to-end operations - managed by a single provider across multiple suppliers with a single point of contact.
Managed services can also help you to acquire new technology skills without having to invest in skilled in-house resources, platforms and tools.
Service desk - Our service desk provides a single point of contact, with a single telephone number, for all customer service enquiries. We provide always-available service coverage for incidents, and business-hours coverage for service requests and changes. The service desk is your single point of contact for ownership and resolution of issues.
Technical support services - We deliver technical support services through technology centres that are always available to resolve incidents. The service desk will escalate significant incidents and liaise with the appropriate technical resolver group. Our technical staff can log in to your system, via secure remote access, to perform system administration functions, such as checking system logs and reviewing database statistics.
Proactive 24 x 7 monitoring - Our integrated operations centres with specialist ICT expertise provide proactive notifications, alerts and response. This means most issues can be solved before they become problems.
Systems management and maintenance - We undertake proactive systems management, including preventative hardware and software maintenance.
Service level agreements - Enjoy peace of mind with whole of business service levels agreements tailored to your organisational needs. Service levels are monitored and reported regularly.
Advanced reporting - We can provide extra depth in ICT service reporting, including asset and inventory, and consolidated billing and financial management across telecommunications services, all delivered through our online customer reporting portal.
Business relationship management - Customer delivery managers maintain a close relationship with customers and oversee service delivery. We hold regular service reviews to confirm we are meeting service targets and expectations. We also inform customers of relevant product and service innovations.
Service provisioning and changes - Specialist support analysts coordinate transition, provisioning and changes to services managed by Optus.
Skills to leverage - Gain access to industry experience and expertise, latest technologies and superior service delivery based on ITIL principles and proven processes.
Optus Alphawest has over 25 years of experience monitoring and maintaining critical infrastructure for private business, public companies and government agencies throughout Australia. Few managed services providers can match our depth of telecommunications and information technology expertise and our commitment to customer experience.
Our teams are guided by an ITIL-based delivery framework and service management methodology to orchestrate the functions, processes, suppliers and technologies so we deliver quality managed services to our customers.
|Understand the benefits and business case for managed services
The value of managed ICT services
Learn more about Optus' mature ITIL based service delivery framework
Supporting successful transition and sustainable delivery of quality ICT managed services
Optus offers a complete range of IT and telecommunications managed services combining Optus' network capabilities with Alphawest's ICT expertise and products and services from industry leading vendors.
Fully integrated managed services from carriage through to applications.