Digital61 Service Desk

A managed service desk your people will actually use

Responsive, reliable support from an Australian based team. More than a place to log a ticket, the service desk is where problems are resolved at first contact, where patterns get spotted early, and where recurring issues get engineered out.

Responsive. Reliable. Accountable.
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Trusted across Australian government and enterprise

A selection of the organisations our engineers deliver for.

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01
Capability

What we deliver

A service desk should get quieter over time. Ours is built shift left: resolve at the earliest capable point, capture the knowledge, then remove the cause so the same call does not come back next month.

Incident and request management A single accountable path for incidents and requests, with clear ownership, agreed priorities and no tickets quietly ageing in a queue.
SLA driven response Agreed response and resolution targets by priority, measured and reported honestly, including the months we did not hit them.
Multi channel access Phone, email, live chat and a self service portal, so people reach support the way that suits the moment rather than the way that suits us.
Proactive monitoring and diagnostics Real time monitoring and advanced diagnostics that surface issues before users report them, which is the cheapest incident to resolve.
Knowledge and self service A maintained knowledge base and self service catalogue that deflects routine requests and shortens resolution on everything else.
Reporting and analytics Volume, trend, first contact resolution and recurring cause analysis, presented so you can see where to invest next.
02
Clients

Who we work with

Support expectations differ sharply between sectors, and so does what happens when the desk fails. We scope the service around both.

Public sector
  • Who. Agencies, councils and statutory bodies supporting distributed workforces, frontline staff and, in some cases, citizen facing systems.
  • People. Australian based analysts, with security cleared staff available where the environment or the contract requires it.
  • Assurance. Handling, access and record keeping aligned to the Information Security Manual and the Protective Security Policy Framework.
  • Procurement. Delivered through established government panels and arrangements, with reporting and SLA structures your contract managers recognise.
  • Reporting. Service performance reported against agreed measures in a form suitable for executive and audit committee review.
Private sector
  • Who. Australian mid market and enterprise organisations with a small internal IT team stretched thin.
  • Pace. Fast onboarding and practical scoping. Most clients are live within weeks rather than after a lengthy transition program.
  • Cost. Predictable per user pricing, with volume falling as automation and self service take hold rather than a bill that grows with your problems.
  • Risk. Every interaction is logged and auditable, which matters when a client questionnaire or an insurer asks how access requests are handled.
  • Continuity. Co-managed by design. We take the volume so your internal people can work on the things only they can do.

Coverage is scoped to your actual working pattern, from standard business hours through to twenty four seven for organisations that cannot stop.

03
Method

How we engage

Onboarding a service desk is mostly about capturing knowledge before it walks out the door. These five steps do that.

  1. DiscoverA short paid assessment of current volume, resolution patterns, tooling and where support effort is actually being spent.
  2. DesignService scope, priority definitions, escalation paths and response targets agreed and documented before anyone picks up a phone.
  3. TransitionKnowledge capture, runbook build and integration with your existing IT ecosystem, with a shadow period before full cutover.
  4. OperateDay to day support against agreed targets, with named analysts, structured escalation and monitoring running behind the desk.
  5. ImproveRecurring cause analysis feeding an improvement backlog, so ticket volume falls rather than simply being absorbed faster.
04
Assurance

Standards and assurance

A service desk touches identity, access and data every day, which makes it a control point rather than an administrative function. It is scoped accordingly.

  • SERVICESLA driven response targets
  • SERVICEEscalation management
  • SERVICEAccess request verification
  • FRAMEWORKInformation Security Manual alignment
  • CERTIFICATIONISO/IEC 27001 certified
  • PERSONNELAustralian based analysts
  • SOVEREIGNTYOnshore data handling
  • DOCUMENTATIONAuditable ticket records

The desk integrates with our endpoint management, security operations and VelocityOps practices, so an issue that needs engineering does not have to be re-explained to a second provider.

05
Recognition and accreditation

Accreditations

Independent assessment, security clearances and industry recognition, held so that our clients do not have to take our word for it.

Accredited and certified
IRAP assessed
Defence Industry Security Program member
ISO certified
Microsoft Security Partner
Recognised and awarded
Technology Partner
CRN Fast50 2024
iTnews Benchmark Awards 2025

Support that keeps your team focused on the work

If your internal team spends its week on password resets and laptop builds, the first step is a short paid assessment of where support effort actually goes. You get the analysis and a costed plan regardless of what you decide.

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Digital61 provides Australian based managed service desk support to public and private sector organisations.

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