The international benchmark for client satisfaction with IT Support services is the Net Promoter Score. It’s the same, standardised question no matter where you go: “On a scale from 1-10, how likely would you be to refer our service to colleagues and friends?”
We regularly test and benchmark our NPS against the best IT providers in the world, and our score rivals and exceeds them every month. Our IT Support is, quite honestly, World-Class.
We’re very proud and have worked hard to achieve it. It’s your promise of excellent service to you.
Our support model is built on proactive problem-solving – we don’t just react to issues, we work to prevent them with continuous monitoring and improvements.
With the majority of our technical team located in Australia, we offer both the comfort of local support and the scale to handle any IT challenge. Most importantly, our track record of customer satisfaction speaks for itself – we consistently maintain an NPS above +70 (on a scale that stretches from -100 to +100), putting us in the top tier of IT providers for service quality. In short, Computer One delivers fast, reliable, all-inclusive IT support that lets you focus on your business, confident that your IT systems are in expert hands.
Computer One is the trusted name for IT support services, Australia-wide. Read what some of our clients have to say after choosing us as their managed service providers.
Please call us on 1300 667 871 or fill in the form below and we’ll be in touch quickly.
An IT service desk is essentially the nerve centre of IT support for your organisation – a single point of contact that handles all tech issues and service requests. It goes beyond a traditional “help desk” by not only fixing issues as they arise but also taking a broader, proactive approach to ensure your IT environment runs smoothly. A help desk often focuses on break-fix support for immediate problems, whereas a service desk aligns with best practices (like the ITIL framework) to manage incidents, address root causes, enable new services, and continually improve IT processes. In short, a service desk handles everything a help desk does and more – it keeps your users productive and your IT strategy aligned with the business. Computer One’s service desk functions as both, providing quick fixes and long-term solutions in one place.
Yes, we can offer 24/7 support. We can provide support whenever you need it, whether it’s standard business hours or the middle of the night. Computer One offers extended hours and 24/7 coverage options to suit our clients’ requirements. Our team operates in shifts to ensure there’s always a qualified technician available. This around-the-clock availability means critical issues can be addressed quickly, even after hours.
Very fast. Our service desk is designed for rapid response. When you contact us, you get a qualified technician on the line straight away – there’s no long queue or bouncing between departments. We prioritise urgent issues and begin troubleshooting immediately. In practice, this means most support calls are answered and acted on within minutes. We also adhere to strict Service Level Agreements (SLAs) for response and resolution times based on issue severity. Our goal is to not only meet but exceed industry benchmarks – delivering some of the fastest response times in the industry. Ultimately, our focus is to restore your operations ASAP and keep your business running smoothly.
In many cases, yes – especially with a provider like Computer One. Outsourcing your IT support to us means you get a full team of experts (across service desk, systems, network, security, etc.) for a fixed monthly fee, often at a much lower cost than hiring the same skillset in full-time staff members. You save on salaries, ongoing training, and the expenses of maintaining internal infrastructure and on-call coverage.
Additionally, our proactive approach reduces costly downtime by fixing problems before they escalate. Industry analysis shows that managed services can significantly cut IT costs while improving reliability. By outsourcing, you also turn IT expenses into a predictable operational cost. Importantly, you’re not compromising quality – with our world-class performance metrics and expertise, you might actually improve your IT service levels compared to an overstretched in-house team.
Computer One’s IT support and service desk caters to all industries. We have experience across professional services, construction, mining, financial services, legal firms, retail, education, and more. Our team quickly adapts to each industry’s specific applications and challenges. For example, we understand that an accounting firm might need quick support with practice management software, while a construction company might rely on our help with large design files or remote site connectivity. We also service multi-location businesses and can handle industry-specific compliance needs. Whatever your sector, we tailor our support to fit your business processes and critical systems.
Yes, the majority of our team is here, although we do also have staff members in New Zealand and the Philippines to provide timely service to our international clients. The location of our team means that when you call us, you’ll speak to a technician in your timezone who understands the Australian business context and communicates clearly. We believe this local presence is key to providing quick, culturally aware, and effective support. There are no overseas call centres in our model. Many clients tell us this was a factor in choosing us – there is a comfort in knowing help is coming from just across the country rather than across the world. (Plus, our team can be on-site if needed at short notice, since they’re located right here in Australia.)
We measure our service performance primarily through the Net Promoter Score (NPS) system, which asks clients how likely they are to recommend us. An NPS is scored on a scale from -100 to +100. In IT services, a score above +50 is considered excellent, and above +70 is considered world-class. Computer One consistently achieves an NPS in the high 70s (on a rolling 30-day basis), placing our customer satisfaction in the world-class bracket. This “world-class” designation isn’t just a label – it’s backed by data and reflects that our clients are extremely happy with our service quality and support experience. In practical terms, it means our clients trust us enough to recommend us to others, which we consider the ultimate compliment and proof of service excellence. We continuously gather feedback and conduct quality checks to ensure we maintain these high standards.
Absolutely. We often partner with internal IT departments in a co-managed IT support model. If you have an existing IT team, our service desk can take on the front-line support tasks (like user support, routine maintenance, monitoring) which frees up your internal staff to focus on strategic projects and higher-level initiatives. Or you may prefer to retain Level 1 service responsibility while we take care of cyber security, infrastructure management and governance activities. However you would like to arrange it, we integrate seamlessly with your team’s workflows – think of us as an extension of your IT department.
Yes, we can. While a large portion of IT support can be done remotely, Computer One offers on-site support whenever it’s required. We have team members in major cities (Brisbane, Sydney, Melbourne, etc.) and a network of trusted partners to reach other locations quickly. Whether it’s scheduled weekly visits or dispatching a technician for an urgent issue, we’ll be there. Our standard agreements include provisions for on-site attendance – for example, if there’s a hardware issue or an emergency at your office, we will send a technician to your site as part of the service. This on-site capability is included to ensure that even hands-on needs are covered.
We serve clients Australia-wide and across the Pacific region. Computer One has a presence in Brisbane, Sydney, Melbourne and covers all Australian states and territories. We also support businesses in PNG, the Pacific Islands, Southeast Asia and the USA. In practice, no matter where your organisation’s offices are located, we can support you remotely and reach you on-site when needed.
