CTS - Computer Technology Specialists

IT Support Melbourne

CTS provides IT support for Melbourne small and medium businesses with a 30-minute critical (P1) response SLA, 4-hour standard SLA, and same-day onsite dispatch across metropolitan Melbourne. Support is available via phone, email, Microsoft Teams, and direct remote session. Every request is handled by a senior Melbourne-based engineer — no offshore escalation, no junior first-line queue, no scripted troubleshooting flows. Managed IT clients receive unlimited helpdesk access with no per-ticket charges.

Melbourne IT support with visible local credentials

CTS - Computer Technology Specialists has supported Melbourne SMBs since 2000. Contact: 1300 790 780, hello@cts.au, L30 - 35 Collins St Melbourne 3000.

Certifications, affiliations and technology partners

Microsoft Partner, ACSC Essential Eight aligned, ISO 27001 practices, NBN Business Accredited Adviser, Cisco Partner, Dell Partner, HPE Partner, Arcserve Partner, Broadcom Partner, Kyocera Partner.

Remote IT support Melbourne

CTS resolves the majority of IT issues remotely through a direct remote session, typically within the same call or within the agreed SLA window. Remote support covers Windows and macOS workstations, Microsoft 365 issues, cloud application errors, software installation and configuration, user access and password resets, email configuration, printer drivers, and VPN connectivity. Remote sessions are initiated securely using enterprise remote access tooling — no third-party consumer tools. For managed IT clients, remote support is available Monday to Friday 8:30 am to 5:30 pm AEST, with 24/7 P1 emergency coverage.

Onsite IT support Melbourne

When an issue cannot be resolved remotely — hardware failure, network cabling, server racking, boardroom AV, or complex infrastructure work — CTS dispatches a senior engineer to the client's Melbourne location. Onsite support is available same-day for managed IT clients across metropolitan Melbourne, typically within two hours for urgent requests. CTS is based at Collins Street in Melbourne CBD and regularly dispatches to inner suburbs, Southbank, Docklands, St Kilda Road, and surrounding metropolitan Melbourne. There is no call-out fee for onsite support under a managed IT agreement.

Helpdesk support for small business

Melbourne small businesses without an in-house IT team rely on CTS as their complete helpdesk function. CTS handles the full range of day-to-day IT requests — creating and disabling user accounts, managing email and shared mailbox access, resolving software errors, configuring new devices, troubleshooting connectivity, and providing end-user guidance on Microsoft 365 applications. The CTS helpdesk operates on a named-engineer model for managed IT clients, meaning the person who answers already knows the environment rather than asking the caller to explain it from scratch.

Microsoft 365 user support

Microsoft 365 is the most common source of day-to-day IT support requests for Melbourne SMBs — email not sending, Teams calls dropping, SharePoint permissions not working, calendar sync failures, MFA prompts blocking access, and licence assignment issues. CTS senior engineers support the full Microsoft 365 stack: Exchange Online, Teams, SharePoint, OneDrive, Intune device enrolment, Entra ID sign-in issues, Defender alerts, and Copilot configuration. Managed IT clients have Microsoft 365 administration handled by CTS — user onboarding, offboarding, licence management, and tenant health — so most M365 issues are prevented before they become support tickets.

Network and internet troubleshooting

Connectivity issues — internet outages, slow VPN, Wi-Fi dead spots, firewall blocking applications, or switch failures — are among the most disruptive IT events for Melbourne businesses. CTS supports business-grade networks including Cisco Meraki, Ubiquiti, Fortinet FortiGate, and Datto networking. When an ISP has an outage, CTS manages the escalation on the client's behalf, monitors failover connectivity, and keeps the business informed. For managed IT clients, network devices are included in 24/7 monitoring so CTS often detects and acts on network events before the client reports them.

New user setup and device support

Setting up a new staff member involves more than plugging in a laptop — it requires a licensed Microsoft 365 account, correct group memberships, email and Teams configuration, Intune device enrolment and compliance policy enforcement, MFA registration, software installation, access to shared drives and applications, and a briefing on IT policies. CTS handles the complete new user setup process for managed IT clients as part of the agreement, with same-day provisioning for planned onboardings and a standard two-hour turnaround for urgent joiners. Departing employees are offboarded on the same day — accounts disabled, data preserved, devices wiped, and licences reallocated.

Emergency IT support Melbourne

When something goes seriously wrong — a server goes down, ransomware is detected, the internet fails across the whole office, or a critical application stops responding — CTS provides emergency IT support for Melbourne businesses. Managed IT clients have a guaranteed 30-minute P1 response at any hour, any day. The P1 SLA covers total business outages, active ransomware or security incidents, critical server failures, and internet failures affecting the whole site. Emergency support is initiated by calling 1300 790 780 and stating the P1 priority — CTS will have a senior engineer engaged within 30 minutes.

Support SLAs

  • P1 Critical — 30-minute response, any hour, any day: total business outage, active ransomware/security incident, critical server failure, site-wide internet failure
  • P2 High — 4-hour response during business hours: single server or application down, VoIP failure, significant productivity impact affecting multiple users
  • P3 Standard — same business day response: individual workstation issues, email problems, software errors, single-user connectivity
  • P4 Low — next business day: peripheral issues, non-urgent requests, scheduled maintenance, user training queries
  • All SLA tiers apply to managed IT clients — ad hoc support requests are scheduled on best-effort basis
  • SLA clock starts when the ticket is logged by phone for P1/P2 incidents — always call rather than email for urgent issues

Why choose CTS for IT support in Melbourne?

  • Senior engineers only — every call, ticket, and onsite visit is handled by an experienced Melbourne specialist with no junior technicians or offshore escalation
  • Named-engineer familiarity — managed IT clients are supported by engineers who know the environment, the applications, and the business
  • 30-minute critical SLA — guaranteed P1 response at any hour for managed IT clients, with documented and measurable SLA tiers
  • No per-ticket billing — managed IT clients have unlimited helpdesk access for a fixed monthly fee with no variable IT costs
  • Same-day onsite dispatch — metropolitan Melbourne coverage with no call-out fees under managed IT
  • 25 years of Melbourne IT experience — CTS has supported Melbourne businesses since 2000 with consistent senior technical staff
  • Single point of contact — CTS manages all vendor escalations so clients have one number for every IT issue

Frequently asked questions

What does CTS IT support cover?

CTS IT support covers Windows and macOS endpoints, Microsoft 365 (Exchange, Teams, SharePoint, OneDrive, Intune), on-premises and cloud servers, networking, printers, business phone systems, and cybersecurity incidents. All support is delivered by senior Melbourne-based engineers.

What is the CTS critical support response time?

CTS guarantees a 30-minute response for P1 critical incidents — server outages, ransomware, internet failures, and security breaches — at any hour for managed IT clients. P2 high-priority requests are responded to within 4 hours during business hours. P3 standard requests receive a same-business-day response.

Is CTS IT support available onsite?

Yes. CTS provides same-day onsite dispatch across metropolitan Melbourne for issues that cannot be resolved remotely. Onsite support is included in managed IT agreements with no additional call-out fee.

How do I log a support request with CTS?

Log support requests via phone (1300 790 780), email, Microsoft Teams, or the CTS client portal. Always call for P1 and P2 incidents to trigger the SLA clock immediately rather than waiting for an email response.

Does CTS charge per ticket for IT support?

No. Managed IT clients have unlimited helpdesk access included in their fixed monthly fee — no per-ticket charges, no hourly rates, and no call-out fees for onsite visits within metropolitan Melbourne.

Can CTS support our Microsoft 365 environment?

Yes. CTS provides full Microsoft 365 support including Exchange Online, Teams, SharePoint, OneDrive, Intune, Entra ID, and Defender. Microsoft 365 administration — user provisioning, licence management, tenant health — is included in all managed IT agreements.

Does CTS provide after-hours IT support?

P1 critical support is available 24/7 for managed IT clients. Standard helpdesk operates Monday to Friday, 8:30 am to 5:30 pm AEST. After-hours P1 incidents are responded to within 30 minutes by calling 1300 790 780.

What areas does CTS cover for onsite support?

CTS provides onsite IT support across metropolitan Melbourne including the CBD, inner suburbs, Southbank, Docklands, St Kilda Road, and surrounding areas. Regional Victoria visits are available by arrangement.

Further reading

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