Managed IT Services Malaysia for Recurring Helpdesk and Workplace IT.
TechFix acts as the recurring outsourced IT department for Malaysian SMEs: one monthly scope for employee helpdesk, device records, Microsoft 365 administration, new-starter setup and leaver offboarding.
No contract is signed at the assessment. You receive the findings either way.
What would this cost us?
Estimate · not a quotation
Above the RM3,500 minimum, so the per-employee rate of RM149 applies directly. Onboarding assumes one device per employee; the assessment counts real devices. Hardware, licences, parts, travel, projects and after-hours work are excluded. Rates and minimums are proposed estimates.
Seven things that quietly cost you a day a week.
None of these are unusual at 10–100 staff. They appear because nobody's job description contains them.
Employees lose productive time waiting for support
A laptop problem becomes a group-chat question, then a favour, then an afternoon. Staff raise a ticket instead.
Nobody owns the asset register or assignment history
The spreadsheet was accurate the day it was made. TechFix owns it and updates it on every joiner, leaver and repair.
New-starter devices and accounts are prepared late
Preparation starts when HR confirms the start date, not on the morning itself.
Departing-user access and returns are handled inconsistently
Offboarding runs from a fixed checklist and returns a record naming what was disabled, what came back, and when.
Maintenance is reactive
Batteries, storage and thermals are checked on a schedule, so failures surface in a maintenance window rather than a deadline week.
Onsite vendors do not understand your environment
Each visit starts from zero. A standing service keeps the register, the history and the decisions in one place between visits.
Monthly IT spending is unpredictable
Ad-hoc invoices arrive at the worst time and cannot be budgeted. A monthly figure with named exclusions can be — which is the whole argument for the contract, and why the estimator sits at the top of this page rather than the bottom.
Three plans, one difference at a time.
| Feature | Support You keep decisions. We answer tickets. RM99 /user/mo Min RM1,500 / month | ManagedMost popular We own the day-to-day, joiners/leavers. RM149 /user/mo Min RM3,500 / month | Managed Plus For teams where downtime has real cost. RM199 /user/mo Min RM5,000 / month |
|---|---|---|---|
| Business-hours remote helpdesk | |||
| Device and user inventory | |||
| Patch guidance & monthly report | |||
| Asset ownership and warranty register | − | ||
| Onboarding & offboarding preparation | − | ||
| Preventive maintenance & lifecycle planning | − | ||
| Included monthly onsite hours | Quoted separately | 4 hours | 8 hours |
| Response target | Best-effort business hours | Four-hour target | Priority band |
| Microsoft 365 administration | − | − | |
| Endpoint monitoring & patch management | − | − | |
| Quarterly technology review & security baseline | − | − |
One-time, minimum RM2,500
Beyond included hours, after assessment
Subject to availability and agreed scope
Pay twelve months up front and the one-time setup fee is dropped. The monthly rate is the same on either term.
A 30-person company on Managed.
The arithmetic in full, so nothing about the monthly figure has to be taken on trust.
What the comparison should include
Compare the package with your current helpdesk, onsite vendors, onboarding work, asset administration, leave coverage, tools, and internal management time. The right benchmark depends on your actual staffing and supplier costs.
Comparison is directional. The assessment produces the real like-for-like against your current spend.
Not included in RM4,470
Hardware and parts · Microsoft and other licences · travel outside agreed coverage · project work · after-hours and emergency call-out · onsite beyond the included four hours.
The first thirty days, before you rely on us.
Onboarding is where the register gets built and the environment gets documented. It is charged once, and it is what makes every later ticket fast.
Discovery & access
Walk the office, meet the person who currently absorbs IT, agree the contact channel.
Asset & user capture
Every device recorded with serial, holder, age, warranty state and condition.
Environment documentation
Network, shared storage, mail platform, licences and administrator account holders.
Helpdesk go-live
Staff receive one contact route and a one-page explanation of what to send.
Baseline report & plan
What we found, what needs replacing this year, and what the maintenance schedule will be.
How a ticket actually moves.
Staff member reports it
One route, published on a card at each desk. No triage by a colleague.
Acknowledged and classified
Severity set against published bands, device matched to register automatically.
Remote resolution attempted first
Most tickets end here. The register tells the technician what the machine is before they connect.
Escalated to onsite or the bench
Onsite draws from included hours. Hardware fault goes to Sunway bench with history attached.
Closed against asset record
The fix is written to device history, so next ticket starts informed.
Joiner, mover, leaver — & device.
Joiner
HR confirms start date. Device selected from stock or ordered, prepared, named, assigned in register, handed over working on day one.
Mover
Role change means access change. Register updated so holder and permissions never drift from reality.
Leaver
Fixed checklist: access disabled, device recovered, condition recorded, prepared for next holder. Completion record provided.
Refresh planning
Warranty dates and device age sit in register, so replacement becomes an agreed budget line in advance.
Remote first, onsite when it has to be.
Handled remotely
- Account, mail, access and password problems
- Software faults, updates and configuration
- Printer, drive-mapping and shared-folder issues
- Device health checks and patch guidance
- Triage before anyone travels
Requires onsite
- New-starter handovers and device swaps
- Hardware faults needing physical inspection
- Network, cabling and meeting-room equipment
- Scheduled preventative maintenance rounds
- Included hours are scheduled, not on-demand. Coverage area and travel treatment are confirmed in proposal.
Included, limited, & excluded.
- Hardware, parts and consumables
- Microsoft and third-party licences
- Travel outside agreed coverage area
- Project work — migrations, office moves, cabling, infrastructure builds
- After-hours and emergency call-out
- Data recovery — TechFix does not provide it, and refers it out
- Customer-supplied parts — TechFix supplies all repair parts
What "unlimited helpdesk" means.
Unlimited means unmetered per ticket, not unbounded
Staff are never told to ration questions, and no ticket is counted against an allowance. What the policy does exclude is work that is really a project in disguise — a migration, a rebuild, a rollout — and repeated failures on a device the baseline report already recommended replacing.
If usage moves outside the policy, you get told before anything is charged, not after.
Four severity bands, & target responses.
| Band | What it covers | Managed target | Escalates to |
|---|---|---|---|
| P1 | Multiple staff unable to work — shared system, network or mail down | Four-hour target | Service lead, same day |
| P2 | One person blocked — device will not start, no access to critical tool | Same business day | Onsite visit or bench |
| P3 | Degraded but working — slow machine, intermittent fault, minor issue | Next business day | Scheduled onsite round |
| P4 | Planned work — new starter, leaver, request, scheduled change | By agreed date | Monthly plan |
Response means a human has picked it up and told you what happens next — not that the fault is fixed. Resolution time depends on the fault, on parts, and on access. Targets apply during business hours and become binding only in the signed agreement.
What we can actually show you.
No unverified logos, no invented statistics, no testimonial we cannot evidence. What a buyer can be shown at the assessment is the work product itself.
A redacted asset register
The real format, with a real company's data removed — so you can see exactly what you would be given and judge whether it is usable.
A sample monthly report
Ticket volume, what was fixed, what is ageing, what needs a decision — the document your finance manager will actually read.
The repair bench behind it
Managed IT here sits on an existing hardware repair operation in Sunway, not a ticket-forwarding desk. Hardware faults stay in-house.
The objections that decide it.
Written for the manager who has to defend this line item to a finance director.