Client support — already with Key IT? Get help fast
Existing Key IT client? Log a support ticket, get remote support, or reach our Melbourne helpdesk. Call 1300 053 948 or email support@keyit.com.au.
Three fast ways to reach us
Call a real Melbourne engineer, start a secure remote session, or log a ticket below — whatever's quickest for you.
Call the helpdesk
Speak to a local engineer, Mon–Fri 8am–5pm. Fastest for anything urgent.
Remote support — Windows
Let an engineer connect to your PC, with your consent. Every session is logged.
Remote support — Mac
The same quick, secure session — built for macOS.
Remote sessions are secure, consent-based and logged — you can end them at any time. Not sure which to run? Call us and we'll guide you.
Log a support ticket
Existing client? Send the details and our helpdesk will pick it up the same business day. For urgent, business-stopping issues, please call 1300 053 948.
How does Key IT client support work?
Key IT client support runs through our Melbourne helpdesk, Monday to Friday, 8am–5pm: call 1300 053 948, email support@keyit.com.au or log a support ticket on this page. An engineer triages every request by urgency and, when they need to see your screen, connects through a secure, consent-based remote session.
Plenty of problems are fixed over remote IT support without anyone leaving their desk; when hardware needs hands on it, an engineer can come to you. Looking for a new IT partner instead? Head to our contact page for a free review.
What can the Key IT helpdesk help with?
Our helpdesk handles the everyday problems that slow your team down, plus the security worries that shouldn't wait. Log a ticket for any of these:
- Windows PCs, Macs, laptops, phones and tablets
- Email, Teams and Microsoft 365 — including passwords, lockouts and MFA prompts
- Internet, Wi-Fi and office network problems
- Printers, scanners and other office hardware
- New starters and leavers — accounts, devices and access
- Suspicious emails, security alerts and anything that looks wrong
See everything that's covered in our IT helpdesk service.
What should I try before logging a ticket?
Three quick checks clear up plenty of everyday problems on their own, so they're worth a minute before you log a ticket.
Restart the device
a quick reboot clears a surprising number of issues. Still stuck? Log a ticket above.
Check Microsoft 365 status
see whether an outage is on Microsoft's side at status.cloud.microsoft.
Reset a Microsoft 365 password
if you're locked out, start at passwordreset.microsoftonline.com.
How do I get urgent or after-hours IT help?
If work has stopped or you think you've been hacked, phone 1300 053 948 and ask for priority support rather than waiting on a ticket. Warning signs include a ransom note on screen, a mailbox sending emails nobody wrote, or sign-ins you don't recognise. Outside Monday to Friday, 8am–5pm, managed clients can reach our rotating roster of on-call engineers for urgent problems. For a suspected breach, our incident response service contains the attack and gets your systems back.
Frequently asked questions
How do I log a support ticket?
Use the ticket form on this page, email support@keyit.com.au, or call 1300 053 948. Where included, you can also log and track tickets in the client portal.
What should I include in a support ticket?
Tell us who's affected, what you were doing, any error message, when it started and what you've already tried — if you email, attach a screenshot. Add the best number to reach you and choose the urgency that matches the impact, so the engineer can triage it correctly without the back-and-forth.
What are Key IT's support hours?
The Key IT helpdesk is open Monday to Friday, 8am to 5pm. Managed clients can also reach on-call engineers for urgent after-hours problems, and Key IT's 24/7 SOC service monitors for security threats around the clock.
How does remote support work?
When an engineer needs to see your screen, you run a small secure quick-support tool and give consent to connect. Every session is logged, and you can end it at any time.
Can an engineer come to our office?
Yes. When a problem needs hands on hardware — a dead workstation, a network fault or a new starter's setup — Key IT sends an engineer out for onsite IT support. From Greensborough we cover north-east Melbourne and the CBD, with other areas by appointment. Clients in regional Victoria and further afield are supported remotely.
What counts as an emergency?
Anything that stops the business or looks like a cyber attack: the whole office offline, nobody able to log in, files suddenly encrypted, or payment details changed without explanation. Don't email or log a ticket for these — call 1300 053 948 straight away and say it's urgent.
I'm a new client — how do I get set up on support?
During onboarding we set you up with the helpdesk, the remote-support tool and, where included, the client portal, and tell you exactly how to reach us.
Can I email instead of calling?
Yes — email support@keyit.com.au any time. For urgent issues, calling is fastest.
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