Australian managed & co managed IT · ITSM governed

One accountable team for support, stack, and recovery

Managed and co managed IT support across Australia with named ownership, evidence backed SLAs, and one thread from helpdesk to backup.

ISO 9001 certified (Trucell Pty Ltd)
Microsoft ecosystem depth
AU + PH + Chile coverage
Replacing your MSP?

Book your 15 minute fit call Download the diligence checklist

Same team reviews fit calls, briefs, and checklist follow ups.

At a glance

One accountable run state from helpdesk to backup: no disconnected queues.
Claims procurement can verify: governance, Microsoft depth, regional coverage.
Fit call, async brief, or checklist download: pick your entry point.

Book your 15 minute fit call

Is this a fit?

Next steps: start with a 15 minute fit call (primary). Prefer async? Send a fit brief or download the diligence checklist: the same team triages every path.

Named ownership across desk, escalation, change, and recovery: not vendor silos.
SLAs tied to evidence and user outcomes, not green dashboards over broken work.
Repeat incidents retired by root cause analysis, not high ticket closure counts.
Honest geography across Australia, the Philippines, and Chile: known owners, known hours.

Pure break fix with no appetite for runbooks, service reviews, or shared ownership of identity, storage, and recovery.

Proof procurement teams can verify quickly

Trucell is an Australian managed services provider, not a logo collage. We support 10,000+ managed endpoints, and the signals below are the same ones we use in assurance conversations; detail lives on About and partner pages.

Microsoft and enterprise stack depth

Deep Microsoft 365, identity, and platform work under our Microsoft relationship , with infrastructure and security on the same engagement model as the helpdesk when you need it together.
Certified and aligned operations

ISO 9001 certified quality management (Trucell Pty Ltd) and operations aligned to ISO/IEC 27001 and SOC 2 Type II expectations. See governance and assurance on our About page.
Public sector and regulated buyers

NSW Accredited Supplier and IRAP assessed capabilities, with ISM aligned security operations for government style reviews. Framed in governance and locations where you need the detail.
Where we operate

Australian presence (Sydney, Melbourne) with delivery follow the sun from the Philippines and Chile, alongside remote coverage for Australian organisations. Locations and model .

We finally had one thread from the ticket to the datastore: instead of three vendors pointing at each other when payroll froze.

IT manager, professional services (AU), post transition review

Before and after Trucell

A quick scan of how operations and accountability change when one team owns the thread from stack to reporting.

Before Trucell

Repeated outages
Unclear ownership
Reactive support
Inconsistent reporting
Fragmented vendors
Overloaded internal teams

After Trucell

Root cause ownership
Clearer governance
Stronger security
Accountable support
Better procurement control
Improved visibility for leadership

IT support in your sector

Same managed model; sector specific language for procurement. Pick your industry below, or go straight to a fit conversation from the CTA.

Healthcare imaging & radiology practices Review summary and long form guide (new or expanding imaging sites).

How this maps to Trucell:

IT Support: redundant paths, VLAN segmentation, and vendor coordination match our tiered desk and change discipline, not tickets cut off from network reality.
PACS & RIS: application support for imaging workflows; the guide covers planning topics (cabling, HL7, SLAs) alongside that layer.
Continuity: backup and privacy expectations in the guide align with backup & recovery and reporting on this page.

Open the full radiology IT guide PACS & RIS services

Accounting & finance firms Client data, EOFY peaks, insurers, and auditors, support that stands up to scrutiny.

Practices need predictable devices, identity, and recovery, not rush jobs before EOFY or audit. Trucell runs the same IT support model as on this page, scoped to confidential client data, Microsoft 365 or Google Workspace, immutable backup design, and integration with practice tools, under ISO 9001 governed service management.

Strategic cadence: roadmaps tied to reporting cycles ( strategic managed service ).
Security & backup: evidence you can show when asked how financial data is controlled.
Integration: safer connections between PM, reporting, and cloud services ( programming & integration ).

Read the accounting & finance industry brief

Construction & project based teams Site sheds, mobile crews, head office, links and devices that survive real job sites.

IT support here means the desk and endpoints stay aligned to how projects run: resilient internet and WAN paths, rugged hardware lifecycle, voice, cloud, backup, and integrations with tools such as Simpro, ServiceM8, and Bluechip ProfitPlus, so crews and PMs are not fighting desk only playbooks.

Connectivity: Business internet and network services for site to office resilience.
Endpoints: Hardware and support matched to field use.
Data & integrations: cloud, backup, security, and API work so job and cost systems stay coherent under deadline pressure.

Read the construction industry brief

Legal practices Confidentiality, retention, and matter data, without slowing fee earners.

Support and change control that respect privilege and discovery readiness: identity and collaboration (including SILQ aligned clients), tested backup and restore paths, and voice or call recording tied to the same retention story, not siloed telephony projects.

Desk & change: fewer ad hoc fixes that break confidentiality or audit trails.
M365 / Workspace: Collaboration with retention aligned to practice standards.
Voice: VoIP & recording integrated with backup and compliance expectations.

Read the legal industry brief

Mining & resources Remote pits, camps, and plants, connectivity and support that survive distance and production pressure.

IT support sits on top of WAN and internet design: Starlink, multiplexed satellite paths, fixed wireless, and enterprise networking, so tickets and monitoring align with how telemetry, voice, and corporate access actually run across sites.

Links: Internet provider and network services for throughput and diversity.
Edge & backup: security and recovery postures sized for distributed assets, not suburban defaults.
Collaboration: Microsoft 365 for rosters and corporate staff with governance matched to operational windows.

Read the mining & resources industry brief

Education Schools, TAFE, and universities, safeguarding without blocking teaching.

Managed IT and support framed for term time reality: identity and devices for students and staff, security monitoring proportionate to risk, awareness training written for educators, and backup and connectivity that stay dependable as enrolments and sites shift.

Identity & devices: Microsoft 365 hardening and Intune style management paths.
Security: Managed security without turning every alert into classroom disruption.
Resilience: Backup & recovery tested for learning and admin systems.

Read the education industry brief

Aviation Airlines, airports, and aviation services, changes that respect operational windows.

IT support coordinated with cutover discipline: service desk and infrastructure work aligned to roster peaks and maintenance windows, so endpoints, voice, and collaboration stay dependable when schedules cannot slip.

Governance: Strategic managed service for roadmaps and planned change.
Network & voice: Network and voice with documented designs.
Security & cloud: posture and workload staging with rollback paths ( security , cloud ).

Read the aviation industry brief

Government & public sector Panels, assurance, field crews, and mixed fleets, outcomes that match audit language.

Managed IT and security framed for procurement and ISM expectations: NSW Accredited Supplier, IRAP assessed capabilities, and PROTECTED aligned operations, so support and SOC workflows stand up in reviews, not only in marketing copy.

Security operations: Managed security structured for public sector risk reviews.
Integration & identity: Programming & integration with documentation suitable for assurance.
Hybrid & connectivity: Cloud , network , and paths matched to sovereignty and design authority.

Read the government & public sector industry brief

Defence & national security Export aware delivery with governance suited to gated environments.

Support and projects aligned to classification and trade expectations: ITAR Australian Authorized User context, integrated security operations, strategic cadence for accreditation windows, and integration work documented for regulated scopes when your program requires it.

Trade & enrolment: ITAR / AUKUS context (public summary).
Security: Managed security for assurance grade monitoring and response.
Roadmaps: Strategic managed service for SLAs and change aligned to operational security rhythms.

Read the defence industry brief

Next step is a short fit call: or download the diligence checklist if you are still evaluating.

Book your 15 minute fit call Download the diligence checklist

Where managed support still breaks trust

L1/L2 is a black box: no path from password reset to someone who can reason about storage, Entra, or backup runbooks mid incident.
Green SLA dashboards while users burn hours, RPO is untested, and nobody owns datastore latency and "slow network" on the same bridge.
Rostering is offshore only or vague: no plain answer on who speaks to users, in which hours, or when an Australian lead owns the thread.
Same incident class next week: closure without root cause, no trend line from ticket to change or to Essential Eight run habits where in scope.

How we run support

One operating thread across desk, endpoints, infrastructure, and backup: fully managed or co managed, across 10,000+ endpoints today.

Tiered desk with named coverage

Triage in HaloPSA , escalation to infra, cloud, and security on one ticket. Explicit rostering across Australia, the Philippines, and Chile: not a vague 24/7 line.
Co managed with shared ownership

RACI between your team and ours: which tier you keep, which we run, one queue users recognise. Add strategic managed service for TAM or QBR cadence.
Endpoints, monitoring, and infrastructure as one case

NinjaOne patch and inventory plus Zabbix signals chased with the ticket: so "slow" is solved across datastore, host, and network together.
Storage, recovery, and security in the same thread

NetApp and backup aligned to the desk; Essential Eight run habits with managed security for SOC scope.
ITSM discipline reviewers can verify

Documented runbooks, change approvals, satisfaction and incident measures, and governance aligned to ISO 9001 style control: not a slide once a year.

RFP scorecard: what to ask, how we answer

Use these in your tender clarifications to test resilience and ownership, not presentation polish.

Proven experience at similar scale

Ask: who has run environments like ours in size, sector, and tool stack? Answer: sector patterns plus PACS , Microsoft , NetApp , NinjaOne depth in live engagements.
Security, backup, and Essential Eight in one workflow

Ask: how do you stop repeat incidents and keep Essential Eight and recovery aligned day to day? Answer: monitored run state where Essential Eight habits and backup sit on the same service desk tickets your users already open: not a parallel compliance track; add managed security when you need SOC level depth.
Service levels that survive scrutiny

Ask: what is in the SLA, how is it measured, are remedies real? Answer: written targets, HaloPSA measurement, contract defined remedies: the diligence path is the agreement and the monthly readout.
Communication and account rhythm

Ask: who is our named escalation path, and what do we get monthly? Answer: defined escalation and reporting; add strategic managed service for TAM or QBR cadence when scope warrants.
Certifications and supply chain assurance

Ask: which frameworks do you meet, and where is it written? Answer: claims tied to governance on About : same text your legal and security teams can read, not a badge on a slide.
References and next steps in diligence

Ask: can we talk to a sector reference and see how you run in practice? Answer: sector appropriate references arranged in sales; the next step is a scoping and fit conversation aligned to your process.

From first workshop to stable run state

Explicit onboarding, then operate and report against agreed outcomes: including fewer repeat incidents.

Baseline

Document service catalogue, SLA, critical systems, backup , and NetApp handoffs.
Stabilise

RMM, monitoring, categories, and a burn down on repeat incidents; route E8 through proper approvers.
Operate

Patch, fulfil, and tie desk to infra signals. Reporting shows trend lines, not only “closed.”
Review

Service reporting; add strategic reviews for roadmap and investment cadence.

Outcomes with Trucell vs staying in churn

Either you get clear ownership and trend reduction, or you keep paying for the same failures.

What good looks like

Measured SLAs, named escalation, and a leadership story you can show in audit.
Backup and capacity tied to the same service desk workflow before year end or quarter end surprises you.
E8 run habits and security scope where in plan: not a separate compliance silo.

The churn pattern

Green SLA dashboards while users burn hours; metrics never tied to time lost.
Fast closes without root cause; same failure class returns next week with a new ID.
Leadership sees charts with no line to RPO, restore rehearsal, or patch ownership.

Managed IT support FAQ

Questions teams ask before transition, renewal, or co managed redesign.

What is the difference between managed and co managed IT support?

Managed support delegates day to day operations to your provider, while co managed support shares responsibilities with your internal team using an agreed ownership model.

How should we evaluate IT support SLAs?

Evaluate response and resolution commitments against business impact, escalation ownership, and reporting evidence, not just first response percentages.

Can IT support be aligned with Essential Eight and recovery controls?

Yes. Effective support operations align patching, privileged access, and backup workflows with Essential Eight and recovery expectations so controls hold in daily practice.

What should a transition from incumbent support include?

A practical transition should include service catalogue mapping, runbook transfer, escalation definitions, tooling alignment, and baseline reporting before go live.

Will transitioning support disrupt our users?

We run a staged transition: catalogue and runbook transfer, tooling alignment, escalation drills, and baseline reporting before go live. Cutover is sequenced to limit surprise. The goal is continuity with clearer ownership, not a reset for its own sake.

Where are your support tiers located, and when does an Australian owner step in?

Our L1 and L2 tiers operate from Australia, the Philippines, and Chile with explicit rostering and language coverage tied to your contract: not a vague 24/7 line. An Australian owner takes the thread on sev 1 incidents and after hours escalations defined in scope, so end users always know who to ask and which queue holds the work. If one outage creates three ticket IDs across three systems, duration climbs; we keep escalation in one queue users recognise.

What does our SLA actually measure, and where are remedies defined?

SLA metrics differ across providers: first response, restore time, workaround time, or business impact weighted resolution. We measure in HaloPSA against the metric your contract names, with credits and service review triggers defined in the agreement, not a marketing page. Bring legal and commercial owners to diligence; the readout is monthly or quarterly with evidence your auditors and reviewers can verify.

In a sev 1, who joins the bridge for disk, identity, and recovery?

Our incident bridge brings storage, identity, network, and backup specialists into the same call alongside the desk owner: not a relay across silos. We can state RPO, last restore rehearsal, and Essential Eight run habits where in scope. If perimeter, SOC, or SIEM depth is needed beyond standard support, we add managed security services explicitly so the line of responsibility stays clear under pressure.