24/7 Helpdesk & IT Support for Microsoft Environments

Managed Helpdesk for Microsoft Environments

Evocate provides managed helpdesk services for Australian organisations running Microsoft 365, Azure, and hybrid environments. Our support teams are staffed by Microsoft certified engineers who resolve issues across the full Microsoft stack, from password resets and Teams problems through to complex Exchange, Intune, and Azure AD incidents.

Unlike call centre models that route tickets to the cheapest available agent, Evocate assigns named delivery teams to each client. Your users speak to engineers who know your environment, your policies, and your people. Every engagement is backed by contractual SLAs, ITIL aligned processes, and monthly reporting that shows exactly where your support investment is going.

Tier 1 Support

First response for end user issues including password resets, Microsoft 365 access problems, Teams connectivity, printer and peripheral support, VPN access, and basic application troubleshooting. Our Tier 1 engineers resolve the majority of tickets without escalation, keeping your people productive and your resolution times low.

Tier 2 Escalation

Complex technical issues that require deeper platform knowledge. Exchange Online configuration, SharePoint permission structures, Intune device compliance, conditional access policies, OneDrive sync failures, and network connectivity problems. Tier 2 engineers hold current Microsoft certifications and have direct access to your tenant administration.

Tier 3 Engineering

Infrastructure and platform issues that require architectural understanding. Azure resource troubleshooting, hybrid identity problems, security incident response, performance degradation analysis, and service restoration during outages. Tier 3 operates as an extension of your internal engineering team with full visibility of your environment.

Microsoft 365 Application Support

Dedicated support across the Microsoft 365 application suite. Teams meetings and calling, Outlook and Exchange, SharePoint and OneDrive, Power Platform applications, and Copilot. Our engineers understand how these applications work together and can diagnose cross platform issues that generic helpdesks miss.

SLA Management and Reporting

Contractual service levels with transparent measurement. Monthly reports cover ticket volumes, resolution times, first contact resolution rates, SLA adherence, trend analysis, and recommendations for reducing repeat issues. We operate on the principle that good reporting drives better outcomes for everyone.

Coverage that matches your operations

Business hours, extended hours, or full 24/7 support depending on your requirements. Australian based teams during core hours with follow the sun coverage for overnight and weekend periods.

Named delivery teams

Your users deal with engineers who know your environment. No call centre roulette, no starting from scratch on every ticket. Consistent, familiar support that builds trust with your people.

ITIL aligned processes

Incident management, problem management, change management, and service request fulfilment following ITIL best practice. Structured processes that reduce chaos and improve predictability.

Microsoft platform expertise at every tier

Every engineer on your support team holds current Microsoft certifications relevant to your environment. Not generalists reading from scripts, but specialists who work in Microsoft 365 tenants every day.

End User Support Operations

The front door for your staff when something goes wrong or they need help. We handle the full lifecycle of user support from first contact through to resolution and follow up.

Password resets and account unlocks across Azure AD and on premises Active Directory
Microsoft 365 application support (Teams, Outlook, SharePoint, OneDrive, Word, Excel, PowerPoint)
VPN and remote access troubleshooting
Printer, peripheral, and hardware triage
New starter provisioning and leaver deprovisioning
Software installation and licence assignment

Microsoft 365 Platform Support

Deep support for the Microsoft 365 platform beyond basic application help. Our engineers manage and troubleshoot at the tenant, service, and configuration level.

Exchange Online mailbox management, mail flow, and transport rules
Teams administration including calling, meetings, and channel governance
SharePoint site collection management and permission troubleshooting
OneDrive sync and sharing issue resolution
Power Platform application support and environment management
Microsoft Copilot configuration and user enablement

Endpoint and Device Management

Support for the devices your people use every day. We manage endpoints through Microsoft Intune and provide remote remediation for common device issues.

Intune device enrolment and compliance policy management
Windows Autopilot deployment and device provisioning
Remote device troubleshooting and remediation
Patch compliance monitoring and enforcement
Mobile device management for iOS and Android
BitLocker recovery and encryption management

Incident and Problem Management

Structured ITIL processes that turn reactive firefighting into proactive service improvement. We track incidents to identify underlying problems and eliminate repeat failures.

Major incident management with defined communication cadences
Root cause analysis for recurring issues
Problem records linked to incident trends
Known error databases that accelerate future resolution
Post incident reviews with documented lessons learned
Change advisory support for planned maintenance

Reporting and Continuous Improvement

Monthly service reports and quarterly reviews that demonstrate value and drive improvement. We do not just keep the lights on. We actively reduce ticket volumes over time.

Monthly SLA adherence reports with trend analysis
Ticket categorisation and volume breakdown by type
First contact resolution rate tracking
Mean time to resolution benchmarking
Proactive recommendations to reduce repeat issues
Quarterly service reviews with your IT leadership

Faster resolution, less downtime

Dedicated Microsoft certified engineers resolve issues faster than generalist support teams. Average resolution times measured in minutes for Tier 1, hours for Tier 2.

Predictable monthly cost

Fixed monthly pricing replaces the hidden costs of internal staffing, training, leave coverage, and turnover. Budget with confidence knowing exactly what support costs each month.

Access to certified specialists

Every engineer holds current Microsoft certifications across the platforms you use. Expertise that would cost significantly more to recruit and retain internally.

Scalable without hiring

Add users, add sites, add complexity without recruiting additional headcount. Our delivery model scales with your organisation as you grow.

Improved user satisfaction

Named teams, consistent quality, and measured SLAs translate directly into higher satisfaction scores from your end users. People notice when IT support actually works.

Government

Managed helpdesk for government agencies with security cleared engineers, PSPF aligned processes, and support for PROTECTED classification environments.

Healthcare & Aged Care

IT support for healthcare organisations including clinical application support, mobile device management for clinical staff, and after hours coverage for 24/7 operations.

Utilities & Energy

Helpdesk services for utilities with support for distributed field workforces, SCADA adjacent IT systems, and operational technology boundary support.

Professional Services

End user support for law firms, consultancies, and accounting practices with high expectations for responsiveness and service quality.

Transport & Logistics

IT support for distributed logistics operations including depot staff, mobile workers, fleet management systems, and warehouse technology.

NDIS & Community Services

Helpdesk support for NDIS providers and community services organisations with user bases that span office workers, support coordinators, and field staff.

Defence

Security cleared helpdesk engineers supporting PROTECTED environments, defence primes, and national security organisations with strict access controls and audit requirements.

Mining & Resources

IT support for remote and distributed mining operations including site based workers, FIFO staff, and corporate offices with connectivity challenges and ruggedised endpoint management.

Engage

Understand your current support arrangements, pain points, ticket volumes, user distribution, and service level expectations through structured discovery sessions.

Validate

Audit existing ticket data to categorise issue types, identify recurring problems, map escalation paths, and benchmark current performance against industry standards.

Optimise

Design the target support model including team structure, tooling configuration, runbook development, escalation matrices, and SLA definitions.

Launch

Parallel run period where our team operates alongside your existing support for a defined transition window. Progressive cutover with user communication at each stage.

Verify

Measure SLA adherence, resolution times, user satisfaction, and first contact resolution rates against targets agreed during the Engage phase.

Evolve

Continuous improvement through proactive problem elimination, quarterly service reviews, runbook updates, and alignment with new Microsoft platform capabilities.

Microsoft Teams

Support channel integration, Teams based ticket submission, and bot assisted triage for common requests. Users get help without leaving the tools they work in.

Microsoft Intune

Remote device management, compliance enforcement, and endpoint remediation. Our engineers resolve device issues without requiring physical access to hardware.

Microsoft Defender

Security alert triage, threat investigation, and coordinated response for incidents detected by Defender for Endpoint, Identity, and Office 365.

Azure AD and Entra ID

Identity and access management support including conditional access troubleshooting, MFA issues, group management, and guest access administration.

Microsoft 365 Admin Centre

Tenant administration, licence management, service health monitoring, and configuration changes managed by our certified administrators.

Power Automate

Automated ticket routing, escalation workflows, SLA breach notifications, and integration with your ITSM platform for end to end process automation.

ServiceNow and Halo ITSM

We operate within your existing ITSM platform or provide Halo ITSM as part of the managed service. Full ticket lifecycle management with reporting and SLA tracking.

Delivery that fits your business

Microsoft Partner

Practical guidance across Microsoft 365, Azure, SharePoint, Teams, Dynamics 365, Power Platform, security, and governance.

Certified Consultants

Senior specialists who can move from strategy into delivery, adoption, migration, support, and continuous improvement.

Australian Business

Local consulting for Australian organisations, backed by national experience and a delivery record across the country.

Why Evocate

Experience

Delivering Microsoft consulting outcomes since 2009.

Clients

Trusted by 186 clients across Australia and the Asia-Pacific region.

Delivery

622 completed projects and 1,068 total engagements.

See all our clients

Tell us what you are working on and we will map the right next step, whether that is consulting, licensing, managed services, or all three.

Contact Us

Frequently Asked Questions

We offer three coverage models. Business hours (8am to 6pm AEST, Monday to Friday), extended hours (7am to 10pm AEST, Monday to Saturday), and 24/7 coverage including weekends and public holidays. Most clients start with business hours and extend coverage as their requirements evolve. Australian based engineers provide core hours support with follow the sun teams for overnight coverage.

Resolution times depend on ticket priority and complexity. For Priority 1 incidents (service outages affecting multiple users), we target 15 minute response and 2 hour resolution. Priority 2 issues (significant impact, workaround available) target 30 minute response and 4 hour resolution. Priority 3 and 4 requests follow standard SLA timelines agreed during onboarding. Exact SLA targets are contractual and tailored to each client.

A typical onboarding takes 4 to 6 weeks from contract signature to full operation. This includes environment discovery, runbook development, team familiarisation, tooling integration, and a parallel run period where our team operates alongside your existing support before full cutover. Complex environments with multiple sites or legacy systems may require 8 to 10 weeks.

Yes. Evocate assigns named delivery teams to each client rather than routing tickets to a shared pool. Your users will recognise the engineers who support them, and those engineers will know your environment, your policies, and your common issues. Team consistency is a core part of our model and one of the main reasons clients choose us over larger call centre operations.

Pricing is based on user count, coverage hours, and included service scope. We provide fixed monthly pricing so you can budget with certainty. There are no per ticket charges for standard support within the agreed scope. We provide detailed pricing during the proposal stage after understanding your environment and requirements.

We operate within your existing ITSM platform if you have one (ServiceNow, Freshservice, Jira Service Management, or similar). If you do not have a platform, we provide Halo ITSM as part of the managed service at no additional licence cost. All tickets are logged, categorised, tracked, and reported regardless of the platform used.

Monthly service reports cover ticket volumes by category, SLA adherence by priority level, first contact resolution rate, mean time to resolution, trend analysis, and proactive recommendations. Quarterly service reviews with your IT leadership discuss performance, improvement initiatives, and alignment with upcoming changes in your environment.

Yes. Many clients operate a hybrid model where Evocate handles Tier 1 and Tier 2 while internal staff retain Tier 3 or application specific support. Others outsource specific functions like after hours coverage or endpoint management while keeping business hours support internal. We design the model to fit your requirements rather than forcing a fixed structure.

Major incidents trigger a defined escalation process with communication cadences agreed during onboarding. A dedicated incident manager coordinates response, provides regular status updates to your stakeholders, engages Microsoft support where required, and produces a post incident review with root cause analysis and preventive recommendations.

Security alerts from Defender for Endpoint, Defender for Identity, and Defender for Office 365 are triaged by our team as part of the managed service. We investigate alerts, determine impact, contain threats where immediate action is required, and escalate to your security team or Evocate’s security operations practice for incidents requiring deeper investigation.

24/7 Helpdesk