SEQ IT client helpdesk

Log a Support Request

Tell us what’s wrong and our Australian-based helpdesk will pick it up.

Can’t work, or think it’s a security issue? Call 1300 619 750

    How much is this affecting you?

    Don't include passwords or MFA codes. We reply by email or phone: general requests typically within 2 to 4 business hours, Monday to Friday. Privacy policy

    Not an SEQ IT client yet? Use our contact page.

    Response times

    How we prioritise requests

    Business hours are 8am to 5pm AEST, Monday to Friday, excluding Queensland public holidays.

    Priority
    What it looks like
    Typical response
    Critical

    Systems are down and your team can’t work, or you suspect a security incident. Call 1300 619 750.

    Within 1 business hour
    General

    One person or one system affected, a how-to question, or a change such as a new user or a software install.

    2 to 4 business hours
    After hours

    Requests logged outside business hours. For an emergency before 8am or after 5pm, call 1300 619 750.

    Next business day

    Once a technician connects, most issues are fixed remotely in under 30 minutes.

    Security incidents

    Think you've been hacked? Call first.

    If you clicked a suspicious link, typed your password into a page that looked wrong, or see emails you didn’t send, call 1300 619 750 straight away. The sooner we know, the sooner we can lock the account down and check what was accessed.

    While you wait for us

    1. Keep the suspicious email or message. Don’t delete it or forward it to colleagues; we may need it.
    2. If a screen shows a ransom message or files are being renamed, unplug that computer from the network or turn off its Wi-Fi. Leave it turned on.
    3. Write down what happened and when. A phone photo of the screen helps.
    Contact details

    How to reach the helpdesk

    Phone
    1300 619 750
    Helpdesk hours
    8am to 5pm AESTMonday to Friday, excluding Queensland public holidays. After-hours emergency support is available before and after these times.
    Helpdesk team
    Australian-basedWe never outsource or offshore support.
    Onsite support
    South East QueenslandBrisbane, Ipswich, Gold Coast and Sunshine Coast. Same day for critical issues.
    Remote support
    Australia-wideIncluding Sydney, with onsite visits arranged when a job needs one.
    FAQ

    Support requests: common questions

    Log a support request with the form at the top of this page, or call 1300 619 750. The helpdesk is open 8am to 5pm AEST, Monday to Friday (excluding Queensland public holidays), with after-hours emergency support before and after those times. If your business can’t operate, several people are affected or you suspect a security incident, call so a technician can start straight away.

    Tell us which computer or device is affected, what you were doing when the problem started, the exact wording of any error message (a screenshot helps), when it started and whether anything changed recently, and how many people are affected.

    Usually not. Most issues are fixed remotely, which is faster for you. If the problem needs hands on the ground, such as faulty hardware or a network outage, we arrange an onsite visit anywhere in South East Queensland, on the same day for critical issues. Outside SEQ, we arrange a visit when the job needs one.

    This form is for existing clients. If you’re not a client yet, call 1300 619 750 or use our contact page, tell us what’s going on and we’ll let you know how we can help.