By way of background, Newtrend has grown from a small family run business back in 2003 right through to today where we comprise of a diverse and professional team in excess of 25 staff all with a strong focus on communication, excellent customer service and delivering the right technology solutions on time and on budget.
This positive and effective communication helps our entire team to better understand your organisation’s requirements, which translates into fewer problems and better service delivery. Our company ethos is to maintain the ‘family business’ culture and form genuine partnerships with our customers based on mutual trust and respect.
Newtrend has won multiple awards for excellent service, the most recent being the winner of this year’s Belmont & Western Australian Small Business Digital Technology Award for 2019. We also won the Belmont & Western Australian Small Business Award for Exceptional Customer Service in 2017 and the APAC CIO Outlook Magazine’s top 25 MSP (Managed Service Provider) Award for 2017.
Newtrend is comprised of a close-knit team of IT professionals who are organised into specialised teams based on their specific expertise to provide the very highest levels of customer service. Each team has their own objectives and is focused on delivering the best possible outcomes for our clients. The teams and our key business units are summarised as follows:
(our “Managed Services” Team) – This team is dedicated to the proactive / pre-emptive monitoring and maintenance of all your IT and communications systems to ensure they are working properly behind the scenes. They also manage matters such as renewals of software licenses and subscriptions, backup and disaster-recovery systems, maintenance windows and hardware fault detection/resolution.
Available from 6:00am – 5:00pm weekdays. Our helpdesk team are the first point of call to help get users back to work in the quickest time possible.
To streamline and enhance this process we also have separate teams called “PODS” within our help desk structure, where each of our clients are assigned to the most appropriate POD based on industry type and technology architecture. Doing this allows us to provide a more consistent end-user experience of communication and support which translates into faster problem resolution and better outcomes.
In particular circumstances there is a requirement for an engineer to attend on-site for things that cannot be performed remotely through our helpdesk or back-end operations teams. That is the realm of our dedicated on-site service team who are highly skilled and specialised in getting problems resolved in the shortest time possible
Acquiring parts, controlling stock and maintaining existing equipment for our customer requires a dedicated team so we can ensure consistency and quality of our services.
The projects team are assigned projects that normally require specialist IT expertise in particular areas including core infrastructure replacement, system migrations, database and software integration projects etc. They are the technical point of contact through the duration of the project, where they plan and execute the delivery of project particulars and are responsible for updating our internal documentation and handing over to our help desk team once the project is complete.
This team deals with any invoicing or financial related queries and works hard to ensure high levels of accuracy.
Our Technicians and Engineers hold industry certifications including:
Check out our short explainer video.