BACKGROUND

iTOPS was established in 2006 with a focus on providing IT services to clients working in the technology industry. Addressing the high expectations and unique challenges of technology focused clients was a core interest and goal for an owner operator business.

As we have grown the desire for interesting and challenging work has remained. We have a broad client base across many industries that place high demands and requirements on technology within their businesses. We have the staff interested, and capable, of addressing those challenges. Clients in professional services, media, engineering and construction now recognise that our expertise can be used to provide a better service for them.

Though based in Christchurch, we provide support to clients throughout New Zealand and their overseas operations. We have localised IT support partners in New Zealand’s major cities for “hands-on” support. We are recognised as Silver Partners by global technology leaders Microsoft and HP. In the words of one our valued distributors “we hit well above our weight”

OUR VALUES

Trust / Integrity

We operate in the best interests of our clients and strive to develop long-term relationships as a trusted partner.

Excellence / Success / Quality

We believe in always doing it right. We always plan, and go by best practise, to ensure the best chance of success. We believe in the value of quality products and services.

Accountability / Commitment

We are always accountable for our work, and we see each job through to satisfy each client.

OUR PARTNERSHIPS

Our services are entrusted by the following partners:

OUR POINTS OF DIFFERENCE

01.

Our Process

Assessing

Audit or assess the environment, and discuss issues, business requirements, and future plans with stakeholders.

Recommending

Analyse the existing-environment audit or assessment, and analyse the issues and requirements. Then with an understanding of current and new technologies, and an understanding of the growth and nature of the business, provide recommendations and explain options for IT solutions that suit the business.

Implementing

Purchase, receive, or sign-up, and then setup the proposed solution. Migrate to the new solution in a well-communicated and managed process with minimised business disruption.

Maintaining

On-going monitoring and management of the solution, as required by the client throughout its lifecycle.

Professionalism

It’s the soft skills, that support is reachable and courteous, knowledgeable, and the service prompt. It’s that the client is the most important part of our business. It’s that jobs are managed in a manner that they don’t fall through the cracks. It’s that when we say something is done, we check that the client regards it as completed satisfactorily.

Best Practises

We aspire to improve IT service delivery and efficiency for client organisations through the implementation of recognised best practices. We research and adopt techniques or methods, that are accepted industry wide as the most efficient or effective, and least likely to result in problems or complications.

Documentation

It’s fundamental to document IT systems and passwords thoroughly and securely. Quality-systems documentation allows support engineers to quickly gain, or refresh, an understanding of an environment, and that allows a timelier fix to an issue. Management also gain a better understanding and can set their expectations based on well-documented systems.

02.

Our Practises

02.

Our Practises

PROFESSIONALISM

It’s the soft skills, that support is reachable and courteous, knowledgeable, and the service prompt. It’s that the client is the most important part of our business. It’s that jobs are managed in a manner that they don’t fall through the cracks. It’s that when we say something is done, we check that the client regards it as completed satisfactorily.

BEST PRACTISES

We aspire to improve IT service delivery and efficiency for client organisations through the implementation of recognised best practices. We research and adopt techniques or methods, that are accepted industry wide as the most efficient or effective, and least likely to result in problems or complications.

DOCUMENTATION

It’s fundamental to document IT systems and passwords thoroughly and securely. Quality-systems documentation allows support engineers to quickly gain, or refresh, an understanding of an environment, and that allows a timelier fix to an issue. Management also gain a better understanding and can set their expectations based on well-documented systems.

03.

Our Tools

The Technology

We use market leading cloud services designed specifically for IT service providers worldwide. Our investment in these tools, and the processes they enable, assists us in efficient service delivery. They also allow us to effectively support larger organisations.

Service Desk

We use an integrated platform that combines Customer Relationship Management with Service Desk with Invoicing and provides clients and partners access through a web portal. The system allows us to track and manage our clients’ jobs, and any details associated with them, from the time they are submitted to us, until final resolution. We have complete job history, which we can use to research and resolve, other similar issues. Using our portal client staff can raise or view their jobs and client management can view and update all jobs. We can automatically report back to the client every step of the troubleshooting process and follow up on jobs to check they were completed satisfactorily.

Remote Support

We provide remote support for both Windows and Mac using TeamViewer via Quick Support button on our website. We have all the features of leading remote support software at our disposal when a remote support session is initiated by a client. It’s often as effective as sitting at a client’s computer. When we can be shown, and talk about the issue, we more quickly grasp it, and as we’re already virtually there, are often able to solve the issue immediately.

Remote Management and Monitoring

We use multiple platforms to provide remote management and monitoring services. We install software on client systems, that report back on system, security, and backup status, to a central monitored web dashboard. This enables an ability to proactively resolve issues identified before they cause downtime or data loss within a client’s business.