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IT Support Melbourne

The IT Support Line. That Actually Picks Up.

When something breaks, you should be talking to a senior engineer, not a ticketing system. Here is what happens the moment you call Telco ICT Group.

  • 25+ years of IT strategy experience
  • 500+ Australian businesses advised
  • Strategy grounded in what actually breaks
  • Essential 8 ML3 validated
Free 30-minute session • No obligation
Book a Strategy Session

30 minutes with a senior consultant. We map your biggest technology risks and opportunities, then tell you what we would fix first, for free.

We reply within 1 business day. Your details stay private.

What Our Clients Say.

Trusted by Victorian businesses across every industry

  • Lotte
  • Coastcom
  • The Royel Melbourn Hospital
  • Republica
  • Barry Plant
  • Seasol
  • Snap
  • Gazman
  • Cohealth
  • New Balance
Business
Business

The IT support conversation

Your printer jams before a board meeting. Your email goes down on the busiest day of the quarter. Your staff cannot log in on Monday morning. These are not minor inconveniences. They are revenue killers.

Most IT support providers close tickets as fast as possible. We take a different approach. When something breaks, we find out why it broke, fix the underlying issue, and put steps in place so it does not happen again.

Our engineers treat your environment as if it were their own. That means thorough documentation, honest recommendations about what you actually need, and a long-term view of your technology health rather than just chasing the next ticket closure.

What We Support

IT Support Services That Cover Your Entire Environment

From daily help desk requests to complex infrastructure problems, our IT support team handles the full range of business technology so you do not have to.

Business

Remote IT Help Desk

Same-business-day remote support for every-day IT problems. Password resets, printer driver issues, email not sending, a shared drive disappearing. A senior engineer picks up, shares your screen if needed and fixes the problem while you are still on the line. No ticket queue, no Tier 1 filter, no waiting overnight for a callback.

Get help today
Business

On-Site Support in Melbourne

When a problem cannot be fixed remotely, we come to you. Server rebuilds, hardware replacement, cabling issues, new office fit-outs, on-site diagnostic work. Melbourne metro clients get same-day attendance on urgent issues. Regional Victoria and interstate covered through our field partner network.

Book A Site Visit
Business

After-Hours and Weekend Support

Production runs overnight. Retail trades on Saturday. Hospitality is busiest on Sunday. Our after-hours and weekend support line is staffed by the same Melbourne engineers who know your systems during the week, not a random third party. Fixed-fee on managed plans, ad-hoc available.

After-hours Option
Business

Microsoft 365 and Email Support

Outlook stopped sending, Teams is glitching, a mailbox is full, a shared calendar is not syncing, a new starter needs their full setup today. Our Microsoft Solutions Partner team handles licensing, mailbox migrations, Teams and SharePoint configuration, conditional access and data loss prevention.

Fix A microsoft issue
Business

Network, Internet and Phone Support

Slow internet, dropped VoIP calls, a Wi-Fi dead zone in the warehouse, a new office needing fresh cabling. We diagnose and fix network and connectivity issues across Fortinet firewalls, 3CX and IPECS phone systems, and business-grade connections via our Telstra partnership. Your phones and internet are as critical as your people.

Resolve a network issue
Business

Firewall & Cyber Security

Your internal IT team handles day-to-day user requests but needs specialist backup on security, cloud, Dynamics or infrastructure. We slot in as their senior technical escalation. Your people stay, they just get a Melbourne team of specialists on call, without hiring any more heads.

Explore co-managed
The People Advising You

Your consulting engagement is led by people who have spent decades actually running the technology they advise on. No handover to a junior after the kickoff call.

Abhishek Bhargava

Abhishek Bhargava

Abhi founded Telco ICT and has spent over two decades advising Victorian business owners on infrastructure, connectivity and vendor strategy. He runs discovery himself, so the person who scopes your roadmap is the person accountable for delivering it.

Matt Zammit

Matt Zammit

Matt leads delivery across cloud, network and infrastructure projects, including multi-site migrations for retail, food production and community organisations. He assesses workloads on cost, risk and what your team can realistically support, not on what a vendor happens to be pushing that quarter.

Kate Corbett

Kate Corbett

Kate leads Essential Eight uplift and compliance work for clients in healthcare, legal and financial services. She scores risk on business impact first, so remediation starts with what would actually hurt if it failed, not with the longest item on the checklist.

Why Telco ICT Group

We Fix the Root Cause, Not Just the Symptom

Most IT support providers close tickets as fast as possible so the queue looks good on the Monday report. We take a different approach. When something breaks, we find out why it broke, fix the underlying issue, and put steps in place so it does not happen again.

That is what keeps our clients for 10 and 20 years. Below are the four things they tell us matter most once they have switched.

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Kate Corbett
Telco

25+ years of support problems solved

We have seen every kind of outage, migration failure and vendor mess-up. That experience means faster diagnosis and fewer repeat incidents. When a problem hits, we draw on decades of hands-on troubleshooting across manufacturing, professional services, healthcare, retail and logistics to resolve it efficiently.

Telco

Fast response, clear communication

15-minute acknowledgement on every ticket, under 2-hour response on anything critical. Plain-language updates so you always know what is happening and when it will be resolved. No automated status emails, no vague ETAs. A direct line to the engineer working on your issue until it is done.

Telco

Standalone or co-managed

We can be your entire IT help desk or sit alongside your internal team as backup for escalations, after-hours and overflow. Many of our clients have a single internal IT person. We cover complex issues, leave periods and specialist skills a solo IT hire cannot cover alone.

Telco

Prevention, not just reaction

Every resolved issue gets a root-cause note. Over time, that means fewer tickets, less downtime and a more stable environment. We track recurring problems and recommend infrastructure, policy or training changes to address them at the source, not just patch and close.

Why Businesses Choose Us

Business IT Support That Removes the Headaches

You are not the first business owner to feel let down by IT support. Here is what changes when you work with a team that actually picks up the phone.

No Hidden Costs

Every other IT provider you have spoken to probably buried their pricing behind “it depends” answers and vague hourly rates. We do it differently. Whether you need a one-off fix or monthly IT support, you know the cost before we start. We provide detailed quotes and fixed-price options so there are no surprises on your invoice. You will never be charged extra for a phone call or penalised for asking questions. If the scope changes, we tell you before we bill you.

On-Demand IT Help

Need IT help right now but do not want a contract? Call us. We handle ad-hoc issues with the same urgency as our retainer clients. Whether you need a one-time server fix, a network troubleshoot or help recovering from a failed update, our on-demand IT support option means you only pay for what you use. No minimum commitment, no sign-up fees, no guilt trips about not being on a plan. Just fast, qualified help when you need it.

24/7 IT Support and Monitoring

Critical system down at midnight? Ransomware alert at 3am on a Sunday? Our after-hours IT support covers emergencies so your business is never left stranded. Our monitoring systems detect outages and performance drops around the clock. When a critical alert fires outside business hours, our on-call engineer is notified immediately and begins working the issue. Most overnight incidents are resolved before your team arrives the next morning.

IT Support That Scales With You

Start with what you need today. Add users, devices or locations as your business grows, without renegotiating your entire agreement. Whether you are onboarding ten new staff, opening a second office or rolling out new software across the organisation, our IT support services scale with you. We adjust coverage and capacity so your technology never becomes a bottleneck during the periods when growth matters most.

How It Works

From Issue to Resolution in Four Steps

A straightforward process designed to get you back to work as fast as possible.

1

Report the Issue

Call, email or lodge a ticket through the portal. Tell us what is happening and who is affected. Critical issues like full system outages are flagged immediately and assigned to a senior engineer. Most tickets are acknowledged within 15 minutes during business hours.

2

Diagnosis

An engineer assesses the issue, determines severity and begins troubleshooting. You receive an estimated resolution time within 30 minutes for standard issues. Our average response time on critical problems is under 2 hours, with many resolved on the first call.

3

Resolution

We fix the problem remotely or on-site. Same-day resolution is the norm for most standard issues. For complex problems that require parts, vendor coordination or after-hours maintenance windows, we keep you updated at every stage with clear timelines until the issue is confirmed resolved.

4

Prevention

We document the root cause and, where possible, implement safeguards to stop it recurring. This might mean applying a group policy change, updating firmware, adjusting a backup schedule or recommending a hardware replacement before it fails. Our monthly reports highlight recurring issues and recommended actions so you can see the trend improving over time.

Response Times in Writing

The Speed You Can Hold Us To.

You are not the first business owner to feel let down by IT support. Here is what changes when you work with a team that actually picks up the phone.

SEVERITY
WHAT IT LOOKS LIKE
RESPONSE
RESOLUTION TARGET
Line icon Critical
Business stopped:
Server down Site-wide outage Ransomware alert Total email failure
Affects all users or production.
Under 15 minutes, 24/7 Engineer on call immediately.
Under 4 hours Workaround in place if full fix is longer.
Line icon High
Significant disruption:
Department offline Key app broken VoIP down for a team Mailbox corrupt
Affects a team or critical function.
Under 30 minutes,
business hours Within 1 hour after hours on managed plans.
Same business day Most resolved within 4 hours.
Line icon Medium
Productivity impact for individuals:
Slow computer Printer jam Access issue Software bug New starter setup
Affects one or two users.
Under 2 business hours Senior engineer, not a script-reader.
Next business day Most resolved same day.
Line icon Critical
Requests and non-urgent changes:
Add a new user Update a document Schedule a site visit Ask a question
No production impact.
Same business day Acknowledged and scheduled.
Within 3 business days Agreed timeline at acknowledgement.
Service Areas

IT Consulting Across Australia

Our engineers are Melbourne-based and most of our clients are Victorian. We also support multi-site businesses with locations interstate, so if you are headquartered here and operating elsewhere, that is covered.

Melbourne and VIC

Our home base. On-site workshops, technical audits and strategy sessions across metro and regional Victoria. Melbourne businesses face unique challenges around rapid growth corridors, a competitive talent market, and supporting hybrid workforces across the CBD, suburban offices and regional sites. We know the local landscape and the local vendors.

Brisbane and QLD

Remote strategy engagements and scheduled on-site workshops for growing Queensland businesses. South East Queensland’s commercial expansion means many businesses need technology plans that scale across new sites and growing headcount without demanding a complete infrastructure rebuild every 18 months.

Sydney and NSW

Consulting for NSW businesses, from finance and legal firms in the CBD through to manufacturers and healthcare providers across Greater Sydney. Most engagements run remotely with on-site workshops at key milestones, giving Sydney clients the same depth of work without paying for weekly interstate travel.

Perth and WA

Cloud strategy and remote consulting for distributed teams across Western Australia. WA businesses in mining services, logistics and resources often operate across distances where reliable connectivity and cloud-based systems are operationally critical. We build strategies that respect that reality rather than applying a generic template.

Australia-Wide

Multi-site and distributed operations, supported from our Melbourne base. We have rolled out and now manage national footprints, including a 17-store retail network moved off MPLS to SD-WAN with no lost trading hours. Assessments, strategy sessions and reviews run remotely over secure video and remote access, with on-site attendance scheduled for cutovers, milestones and board presentations.

Frequently Asked Questions

Common Questions About IT Consulting

Straight answers to the questions business owners ask before engaging a consultant.

Round-the-clock monitoring of your servers, workstations, network and cloud, plus patching, backup management, security tooling, helpdesk support and a dedicated account manager. It is a fixed monthly fee covering the day-to-day running of your IT. Projects like a cloud migration or an office relocation are scoped and quoted separately, so you always know what sits inside the retainer.

Most tickets are picked up within 15 minutes, and our average response across managed clients is under two hours. Anything stopping your business from trading escalates straight to a senior engineer. You get a person on the phone, not a ticket number and a queue.

Pricing is per user or per device depending on your setup, and it is fixed monthly, so the invoice is the same number every month no matter how often you call. We scope it after a free assessment of your current environment. No hourly billing, no surprise line items, no lock-in contract.

Yes. Co-managed IT is one of the more common arrangements we run. Your internal person keeps the relationships and the day-to-day, and we sit behind them with the specialists: cyber, cloud architecture, network design and after-hours cover. It is how a business with one IT staff member gets a full team without hiring one.

No. We start by documenting and stabilising what you already have. If something is genuinely holding you back or is a security risk, we will say so, cost it, and let you decide the timing. Anything we recommend replacing comes with the reason and the business impact attached, not just a quote.

Week one is discovery: documentation, access, asset register and a full audit of what is in place. Weeks two and three we deploy monitoring, patching, backup and security tooling and close the highest-risk gaps. Week four we walk you through what we found, what we fixed and what is queued next. Your team keeps working throughout.

Yes. Our office is at 395 High Street, Ashburton, and our engineers are here in Victoria. Most support is delivered remotely because it is faster, but when a job needs someone physically on site, someone from our team turns up rather than a subcontractor you have never met.

Essential Eight is the Australian Cyber Security Centre’s baseline set of eight controls for preventing ransomware and data breaches. Most businesses do not need Maturity Level 3, but almost all should be at Level 1 or 2, and insurers and larger clients increasingly ask. We assess where you sit and build up in stages rather than all at once.

That is the usual situation. We can run the assessment now, show you what a transition looks like, and time the switchover to your contract end date. We handle the handover of documentation, licences, domains and vendor accounts. Most migrations run over two to four weeks with no downtime for your staff.

Book a free IT assessment. We spend about an hour understanding your setup, your pain points and where the business is heading, then come back with what we would fix first, in what order, and what it costs. No obligation, and you keep the findings either way.

Strategy slots available this week

Still Guessing About Your IT Strategy? Your Competitors Are Not.

Book a free 30-minute strategy session with a senior consultant. We will map the biggest risks and opportunities in your current setup, then tell you what we would fix first, in what order, and what it would take to get there.

No obligation to hire us. You walk away with a clearer view of your IT either way.

or call us now: 1300 414 214

Book a Free IT Assessment

One hour with a senior engineer. We reply within one business day.

We reply within 1 business day. Your details stay private.

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  • 90-Day Money-Back Guarantee

  • No Lock-In Contracts

  • Satisfaction or Your First Month Is Free

Common Questions

Is your support 24 hours?

Yes. We have people available whenever you need us. We understand that your tech runs 24 hours, and you need it be working at all times.

Are your services customised for my business?

Yes. There is great off the shelf software. But we know one size never fits all. So anything we set up for you is designed to make your business run smoother and in the way you want it to.

Are your services expensive?

No. Reliable tech is the life blood of your business. We keep it running smoothly so your business can keep making money. All our services are fixed fees, so you never get any nasty surprises.

What's the next step?

Simply book a chat with one of our experts. We'll have a chat about exactly what you need and how we can help. If you like our approach then we'll give you a fixed price quote and get everything up and running for you, fast!

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