Managed IT Support

Our Delivery Approach

Today’s customers expect suppliers to have a clear and effective approach to delivery. Our methodology ensures that we add value to product purchases and support services that might otherwise be routine.

We believe managed IT support should be:

• Comprehensive
• Fit for purpose
• Flexible and Scalable
• Cost efficient
• Low-hassle

We make transitioning into managed support easy by focusing on the fundamentals and including only the services that make sense for your organisation and growth.

Our tailored managed support services packages can include:

Planning

Acquiring and deploying new hardware and support services requires thorough planning. In collaboration with our customers, we:

• Conduct detailed project planning to ensure alignment with budget, timeframes, logistics, and change management needs.
• Participate, as needed, in joint hardware specification, determination, and testing.
• Assist in asset management planning, including determining appropriate asset lifecycles, decommissioning procedures, and swap/replacement protocols.

Acquisition & Quality Assurance

At GNGTek, we approach hardware acquisition holistically. We will:

• Source best-fit hardware and accessories at competitive prices from trusted, reliable suppliers.
• Act as the first line of support and mediation between our customers and suppliers for sourcing, purchasing, delivery, returns, warranty claims, and ongoing support.
• Perform quality assurance checks on all product deliveries.

Device Imaging & Configuration

GNGTek offers a range of device configuration services, including:

• Coordination of device pre-imaging via suppliers.
• Ad hoc or coordinated local device imaging.
• Additional device configuration and testing.
• Onsite or project-specific storage, configuration, and distribution centre setup.
• Device and SOE image development.
• Device/server hot restore services.

Deployment

GNGTek can coordinate various deployment strategies, including:

• Batch and ad hoc device deployments.
• Distributed or centralised deployments.
• Hot swap services, replacements, and fit-outs.

Training

GNGTek provides group and one-on-one training for all hardware and accessories, as well as general ICT skilling. We also develop tailored training materials, self-help content, and communication plans as part of our change management services.

Support

GNGTek offers a wide range of hardware support options tailored to your specific needs. Support arrangements can be customised to your budget and can integrate with your existing systems. Services include:

• Using our ticketing system or yours.
• Hardware installation and configuration.
• On-site and remote technical support.
• Device troubleshooting and diagnostics.
• Hardware repair or replacement services.
• Preventative maintenance and scheduled health checks.
• Software installation and updates.
• Network connectivity assistance.
• Data backup and recovery support.
• Warranty management and claim assistance.
• End-user training and support.
• Business hours helpdesk support.
• Security patches and firmware updates.
• Asset tracking and lifecycle management.
• Vendor management for third-party hardware.

Decommissioning

GNGTek provides comprehensive hardware decommissioning services, managing everything from asset aging and pickup to hot swaps and dispositions.

We actively explore ways to repurpose legacy hardware, resell it in secondary markets, or donate it to charitable channels.

Warranty Service

GNGTek offers complete warranty liaison services, including:

• Diagnosing hardware issues for warranty coverage.
• Repair or replacement of defective components.
• Technical troubleshooting by certified technicians.
• Coordination of service requests.
• Management of replacement logistics.
• On-site, remote, or mail-in repair services.
• Firmware updates during the warranty period.
• Preventive maintenance during warranty coverage.

Lifecycle Management

GNGTek offers comprehensive hardware asset and lifecycle management services, overseeing your ICT assets from procurement to disposal. We track and document inventory, specifications, serial numbers, and warranty details from acquisition through to decommissioning. Throughout the lifecycle, we manage performance, maintenance schedules, and compliance with your organization’s standards. Our services include:

• Planned upgrades.
• Replacement strategies.
• Software and firmware updates.
• Decommissioning and secure disposal.
• Data wiping and environmentally responsible recycling.

We aim to maximise your hardware’s value and efficiency while minimising costs and downtime.