Service desk and desktop support
Helpdesk support, patching, endpoint protection and standard builds for Windows and macOS devices, mobiles and thin clients.
IT Outsourcing and Managed IT Services Across NSW and the ACT
Outsourced IT support, also called managed IT services, means Microsolve runs your day-to-day IT for a predictable monthly fee: service desk, devices, servers, networks, Microsoft 365 email, monitoring, patching and security. You keep ownership of your systems, data and decisions. We take responsibility for keeping them stable, secure and documented.
For organisations across NSW and the ACT, with multi-site support Australia-wide.
What Our Outsourced IT Support Includes
Servers
Windows and Linux servers, physical, virtual or cloud-hosted, kept patched, monitored, backed up and planned for replacement.
Networks
Switches, routers, firewalls and Wi-Fi across one site or many, with configuration management and 24x7 alert response.
Microsoft 365 mailboxes, shared inboxes, security baselines and Secure Score improvement, with archiving and filtering options.
Monitoring
Servers, network, endpoints, Microsoft 365 and backups watched around the clock, with trend reporting and health reviews.
Procurement
Hardware sourcing, asset and warranty tracking, licence right-sizing and multi-year refresh budgets.
Cyber Security
Hardening, access control, security monitoring, SMB1001 and Essential Eight uplift built into the service.
Backup and Recovery
Backups that are checked daily and tested, so recovery works when you need it.
Why Organisations Outsource their IT
Most businesses don't plan to outsource IT. They get there because the environment has grown faster than the people looking after it. Support slows down, cyber risk and compliance demands grow, and nobody has the time to plan ahead. IT ends up patched together: it works just enough to keep going, but never feels stable.
An outsourced IT team changes that. You get broader expertise than one in-house person can offer, mature processes, clear escalation and support that is there every day. Issues get handled properly the first time instead of being passed around. Leaders get time back to run the business instead of managing IT problems.
The strongest benefit is usually not cost alone. It is consistency, confidence and control: IT that quietly supports the business, and doesn't depend on a single person.
When is it Time to Outsource Your IT?
A few signs come up again and again:
- Support requests take longer to resolve, and the business has started to accept delays as normal.
- Nobody internally has real cyber security depth, yet the risk keeps growing.
- Knowledge of the infrastructure sits with one person, or isn't documented at all.
- IT is almost entirely reactive, and there is no time to plan refreshes or projects.
- Compliance, insurance or audit questions are getting harder to answer.
- Your "IT person" also looks after finance, operations or another critical role.
If two or more sound familiar, start with an IT health check before you commit to managed support. It shows what you have, what is at risk and what a managed service would need to cover.
Fully Outsourced or Co-Managed IT
There are two ways to work with us, and many clients move between them as they grow.
| Fully outsourced IT department | Co-managed IT with your internal team | |
|---|---|---|
| Day-to-day support | Microsolve service desk for all users | Shared: Microsolve takes agreed areas, such as after-hours, servers or the service desk |
| Infrastructure and security | Managed, monitored and patched by Microsolve | Microsolve manages the agreed systems; your team keeps the rest |
| Strategy and projects | Roadmap and budgets with a Microsolve virtual CIO | Your team leads; we add capacity and specialist skills |
| Typical fit | No internal IT staff, or one person stretched across other roles | An internal IT team that needs extra capacity, depth or cover |
How Outsourced IT Support is Priced
Core services, such as the service desk, monitoring and patching, are covered by a fixed monthly fee. Projects, licensing and larger changes are scoped and quoted separately, so there are no surprises in the monthly bill. The fee is based on the number of users, devices and sites, and how complex your environment is.
For a plain-English breakdown of what drives the price, read what outsourced IT support costs. If you are comparing quotes, our guide to comparing fixed-price IT contracts shows where base plans quietly leave gaps.
How to Choose an Outsourced IT Partner
Choosing a provider should never come down to price alone. The right partner can show you how they work, how they respond, how they protect your environment and how they will support the business over time. Look for:
- Clear service ownership: one accountable, not a chain of handoffs
- Practical security awareness bult into everyday support
- Reliable response and escalation, written into service levels
- Experience with organisations like yours
- Calm, plain-English communication
- A focus on continuity, not just quick fixes
Ask every provider for a sample service level agreement, an onboarding plan and an example monthly report. Many arrangements fail on exactly these points, as we explain in why IT partnerships fail to deliver.
Outsourcing isn't about giving up control. It's about putting the right structure around what you have already invested in.
Instead of juggling multiple vendors and ad‑hoc support, Microsolve provides a single outsourced IT team that proactively manages infrastructure, cyber security, and user support across your organisation.
Microsolve as Your Outsourced IT Department
Proactive Support and Monitoring
Microsolve quietly monitors your environment around the clock, resolving issues before they disrupt your people or critical operations.
Security‑First IT Outsourcing and Cyber Protection
Every outsourced service is designed with a security‑first mindset, reducing cyber risk through hardening, monitoring, and rapid incident response.
Support for Cloud & On‑Premise Environments
Microsolve manages your cloud and on‑premise systems as one integrated environment, so users experience reliable, consistent access wherever they work.
As your organisation grows, Microsolve scales IT outsourcing, governance, and security controls so you can meet compliance obligations and business goals without constant technology firefighting.
How We Transition Your IT Safely
Our handover process is structured and low-risk, and it has been refined over many years. Each step focuses on clarity, documentation and stability, so risk goes down during the transition, not up.
Discovery and environment review
A short, focused review to understand your current IT environment, risks, priorities, and business objectives before any changes are made.
Access, asset, and vendor inventory
Capture all systems, users, devices, licenses, and third‑party vendors so there is a single, accurate view of your IT footprint.
Detailed documentation and runbooks
Develop clear documentation, diagrams, and support runbooks so critical processes are understood and repeatable, not reliant on individuals.
Stabilisation and quick‑win fixes
Resolve obvious issues, backup gaps, and security exposures early to reduce immediate risk and improve day‑to‑day reliability.
Planned handover of responsibilities
Gradually transfer service desk, monitoring, patching, and change management to Microsolve under agreed timelines and communication plans.
Aligned service levels and escalation paths
Define SLAs, priorities, and escalation points so users know how to get help and leaders know how incidents are managed.
Security hardening and access control
Review and tighten admin access, passwords, remote access, and key configurations to reduce cyber risk during and after handover.
Regular check‑ins and reporting
Provide early‑stage health reports, incident summaries, and status updates so stakeholders can see progress and risk reduction in practice.
Most transitions follow a 90-day onboarding programme. See our full onboarding process.
Where We Work
Our engineers work from Wollongong, Sydney, Canberra and the Central Coast, with remote support across all sites and onsite visits when they are needed.
Outsourced IT in Practice
Integrating an Acquired Aged Care Facility
When Warrigal acquired the Warrawong facility, it inherited undocumented switches and ageing servers. The result: 100% documentation and a 45% reduction in hardware.
Reliable Email for an Aged Care Provider
Sapphire Coast Community Aged Care's emails to families and staff were bouncing. Every sender was found and authenticated, and the deliverability rating reached A+.
A Time-Critical Broadcast, Delivered
Woodward Finance needed an EOFY email to reach over 5,000 subscribers. It reached 99.7% delivery within 24 hours, with no damage to the primary domain.
Frequently asked questions
What is outsourced IT support?
Outsourced IT support means handing the day-to-day running of your IT to a specialist provider that acts as your IT department. With Microsolve that covers the service desk, devices, servers, networks, Microsoft 365, monitoring, patching and cyber security, under agreed service levels and a predictable monthly fee.
What's the difference between managed IT services and IT outsourcing?
In practice the terms overlap. IT outsourcing describes handing IT to an external provider. Managed IT services describes how that provider runs it: continuously monitored and maintained under a fixed agreement, rather than fixed only when something breaks. Microsolve's outsourced IT support is a managed service. Read more about managed service provider models.
Which IT functions can be outsourced?
Commonly outsourced functions include the service desk and desktop support, server management, network management, email, backups, patching, monitoring and cyber security operations. Strategic services such as roadmap planning, vendor management, procurement and project delivery can be included too.
Can you work alongside our internal IT team?
Yes. Many organisations use Microsolve to extend their internal team with extra capacity, specialist skills or after-hours cover. We handle the agreed day-to-day support and infrastructure while your staff focus on projects, strategy and stakeholders. See how co-managed IT works.
Will we still have control over our systems and data?
Yes. Your organisation keeps ownership of its systems, data and key decisions. Access, changes and major upgrades follow agreed processes, approvals and documented standards, and you can see what has been done and why.
How is outsourced IT support priced?
Usually as a fixed monthly fee for core services, such as the service desk, monitoring and patching, with projects, licensing and larger changes scoped separately. The fee reflects your users, devices, sites and complexity. Our guide explains what drives outsourced IT support costs.
How quickly can Microsolve respond to user issues?
Response times are set in your service level agreement and depend on the priority and business impact of the issue. Critical incidents are prioritised to restore access quickly. Most issues are resolved remotely, with onsite support when it is needed.
How does Microsolve handle cyber security for outsourced IT?
Security is built into the service rather than added on: hardening, access control, patching, monitoring and incident response. Where you need a formal framework, we support Essential Eight and SMB1001 uplift. Microsolve is SMB1001 certified itself.
Can outsourced IT help with compliance and audits?
Yes. Documented changes, structured processes and secure configurations support compliance frameworks and audit requests. Microsolve can provide reports, evidence and guidance for technology-related controls and your risk register.
Which areas do you cover?
Microsolve supports organisations across NSW and the ACT, with engineers in Wollongong, Sydney, Canberra and the Central Coast. Multi-site organisations are supported across Australia through remote services and onsite visits.
How do we get started?
It usually starts with a short discovery conversation and a review of your current environment, risks and goals. We then propose a service model, a transition plan and service levels. Here's how onboarding with Microsolve works.
Talk to us about outsourced IT support
Tell us how your IT is run today and what is getting in the way. We'll tell you plainly whether a managed service makes sense, which model fits and what it would cover.