24/7 Mining IT Support
24/7 Mining IT Support for Every Roster and Every Site
A round-the-clock remote helpdesk for rostered and FIFO workforces. Our engineers resolve account, device, Microsoft 365, remote-access and connectivity issues for staff at head office, on site and in camp, and coordinate local hands when a physical fix is required.
Mining does not stop at 5pm. Night shift supervisors, FIFO crews starting a swing at 4am and geologists logging cores on a Sunday all need the same thing: someone who answers when their laptop will not connect or their account is locked.
Our 24/7 remote IT helpdesk gives every covered user a direct line to experienced engineers who understand remote-site constraints — limited bandwidth, satellite latency, shared crib-room PCs and workers who may only have a short window between shifts to get help.
How the helpdesk works
Users raise requests by phone, email or portal. Each request is logged as a ticket, prioritised by business impact and worked by a remote engineer using secure remote-support tooling. Where a request needs escalation — to a senior engineer, a vendor or a site contact — that handover is recorded so nothing is lost between shifts.
Because many users are on constrained satellite links, we diagnose efficiently: lightweight remote sessions, clear guided steps and, where needed, scheduled follow-ups when connectivity improves.
Remote support is not the same as on-site response
The helpdesk is a remote service. When hardware must be physically replaced, cabling patched or equipment power-cycled, we coordinate with authorised site personnel or arrange field engineering through our smart hands network. On-site attendance is quoted and scheduled separately and depends on technician availability and site access.
Capabilities
What we deliver
- Round-the-clock remote assistance
- Ticket logging, prioritisation and escalation
- Password resets and account unlocks
- Device and application troubleshooting
- VPN and remote access troubleshooting
- Connectivity diagnostics for site links
- Microsoft 365, Outlook, Teams and OneDrive support
- New starter provisioning and leaver offboarding
- Shift handover and operational support
- Coordination with on-site technicians
Common operational challenges
- Users working nights and weekends with no internal IT cover
- FIFO staff locked out of accounts at the start of a swing
- High-latency satellite links that make remote sessions slow
- No clear record of who is fixing what across multiple sites
Mining use cases
- Night-shift supervisor cannot access production reporting
- Exploration geologist needs VPN access from a fly camp
- New contractors require accounts and laptops before mobilisation
- Camp administrator reports the guest network is down
Delivery methodology
How we deliver
Assess
We review your sites, users, connectivity and risks, and confirm scope, access and induction requirements.
Design
We select standard, supportable technology and document the solution, costs and delivery plan.
Deploy
Equipment is prepared and tested before dispatch; remote and field engineers implement around your rosters.
Support
Everything is monitored and supported 24/7, with field services coordinated when physical work is needed.
Frequently asked questions
How much does the 24/7 helpdesk cost?
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The 24/7 remote IT helpdesk is $99 per user per month (AUD, before GST). On-site engineering, projects, hardware, licences and connectivity are quoted separately.
Does 24/7 support include engineers coming to site?
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No. The helpdesk is delivered remotely. Where physical work is needed we coordinate site personnel or arrange field engineers, which is quoted separately and subject to availability and site access.
Can you support workers on satellite connections?
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Yes. Our engineers are used to diagnosing issues over constrained links and use lightweight tools and guided steps to minimise the bandwidth needed.
Do you support our existing applications?
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We support access, installation and troubleshooting of business applications and coordinate with the software vendor where product-specific expertise is needed.
Related services
Mining Managed IT Support
Complete outsourced IT management for mining businesses. We look after laptops, servers, Microsoft 365, networks, patching, monitoring, backups and user lifecycle across head office, operating sites and exploration teams, so your people can focus on production rather than passwords.
Learn moreRemote Hands & Smart Hands
Local hands with central expertise. When a remote site needs a firewall replaced, a port patched or a server reseated, we coordinate available local engineers or authorised contractors while our senior engineers direct the work remotely and verify the result.
Learn moreMicrosoft 365 Security
Identity is the new perimeter. We harden your Microsoft 365 tenant with MFA, conditional access, privileged account controls, email protection and secure configuration, and manage the access lifecycle so contractors and leavers lose access the day they finish.
Learn moreEnquire about 24/7 Remote IT Helpdesk
Your Operations Are Remote. Your IT Support Doesn’t Have to Be.
Whether you need a 24/7 helpdesk, a secure mine-site network, satellite connectivity or engineers to assist with a remote deployment, our team can help you plan the right solution.