Customer Story
Energy Organisation
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Data#3 Desktop Support provides higher-touch Level 2 support for end-user computing environments, combining onsite engineers with our dedicated Virtual Desktop Team to resolve more complex issues with speed, depth and consistency.
Built on ITIL-aligned service delivery and supported by ServiceNow, our Desktop Support capability is designed to improve responsiveness, restore user productivity faster and create a more consistent support experience across standardised desktop and virtual desktop environments.
As the bridge between the Service Desk and specialist engineering teams, Data#3 Desktop Support provides both physical onsite intervention and centralised remote expertise. This gives organisations flexible coverage for everyday support needs, VIP users, enhanced application issues and lifecycle services, all through a single managed support model.
Delivered through onsite engineers and a centralised Virtual Desktop Team, Data#3 Desktop Support combines responsive physical support with scalable remote expertise. This dual model helps organisations resolve more complex incidents efficiently while maintaining consistency across locations and user groups.
Our capabilities extends beyond traditional break-fix support to include VIP and high-touch support, enhanced application support, knowledge-driven improvement and optional lifecycle services such as Device as a Service. With ITIL-aligned processes and access to wider Managed Services expertise, we help reduce disruption and improve the overall end-user experience.
Hands-on Level 2 intervention for more complex break-fix, hardware, peripherals, rebuilds and moves/adds/changes, where physical presence matters.
Centralised remote Level 2 for Operating System, profile, application, performance and access issues across standardised desktop and virtual desktop environments.
Prioritised handling with senior technicians for executives and other business-critical users – rapid restoration where it matters most.
A higher tier of service leveraging Licensing to Support (L2S) for application troubleshooting, change support, with vendor and internal-owner coordination on escalation.
Complete lifecycle management through our Device as a Service (DaaS) of your assets through a device as a service model with the option of Unified Endpoint Management (UEM) delivering enhanced reporting, compliance and security services.
Hands-on Level 2 at customer sites for complex break-fix, hardware, peripherals, rebuilds and MACs.
Centralised remote Level 2 for OS, profile, application, performance and access, consistent across all sites.
Prioritised handling with senior technicians for leadership and other business-critical users.
Pattern analysis of recurring issues with learnings captured in ITSM to reduce repeat incidents.
Our desktop support model brings together the best of internal IT and traditional managed service provider (MSP) models, combining the responsiveness and environment knowledge of an internal team with the scale, governance and process maturity of a leading MSP delivering:
See how organisations like yours have improved end-user support consistency, reduced disruption and restored productivity faster with Data#3 Desktop Support. These customer stories highlight how a blended model of onsite and remote expertise can strengthen support outcomes, improve responsiveness and create a better experience for users.
The Data#3 Devices as a Service portal lets us log support calls and order stock of laptops – the whole platform is great and provides a set of tools for us that is very useful.
Staale Brokvam – IT Director, International School of Western Australia
Data#3’s certified expertise, aligned to your business from day one.
Our team is trained to understand your organisation, technical landscape, service environment, support operations, and compliance requirements.
We deliver [reiterate benefits and outcomes].
Vetted architectures and compliance managed by a globally certified security team.
350+ Managed Services personnel, ITIL-aligned operations, ServiceNow expertise over 10+ years.
Seamless integration of software, infrastructure, consulting, advisory and security expertise.
Management of 35,000 end user compute devices across organisations of varying size and industry, ensuring reliable performance and consistent operations across environments.
Pricing flexes with the natural ebbs and flows of business, no variation surprises.
Australian-based MSP since 1994, localised support, legal terms and onshore engineers.
Average satisfaction across all our Managed Services customers.
Discover how Data#3 Desktop Support can help improve end-user productivity, minimise disruption, and enhance the workplace experience.
Contact our team of Data#3 Desktop Support specialists today to discuss a support model tailored to your organisation’s needs.
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