How Managed IT Services Helped a Healthcare Provider in Australia Improve Its IT Operations
Working as an extension of the internal team, Velan’s out-of-hours managed IT support helped a multi-clinic Australian healthcare organization to strengthen security, improve infrastructure availability, and standardize IT operations.
Request a Free ConsultationRemote Managed IT Support Services Supporting Clinical Operations
Secure and Compliant IT Managed Solutions
A leading Australian healthcare organization approached Velan Remote IT Support for after-hours IT services to modernize infrastructure and reduce operational costs. Our team enhanced security and compliance readiness, ensuring 99.9% system availability through centralized monitoring and management.
Our Key Success Factors
An Australia-Based Healthcare Provider With IT Management Issues
A healthcare organization in Australia with more than 25 clinics and 1200 employees needed reliable IT support across 600+ endpoints and 80+ servers working in a hybrid cloud environment (Microsoft Azure and on-premises). Slow response times and limitations in cybersecurity and disaster recovery affected operational efficiency and patient care.
The company sought a trusted remote IT support partner to manage its IT environment and provide after-hours help desk support to ensure better infrastructure health and reduce downtime.
Business challenges faced by the client
Our Managed IT Support Solutions
Structured Transition Approach to Resolve IT Technical Challenges
Velan’s 19 years of industry experience and strong service portfolio gave the client confidence to partner with us for managed IT support services. We became an extension of their technical team, providing skilled remote engineers to manage infrastructure, endpoints, and cybersecurity.
IT Help Desk Services
Our helpdesk support solutions for healthcare
- Level 1 Support
- Level 2 Support
- Level 3 Infrastructure Support
- Incident Management
- Request Fulfillment
- Password Reset
- Application Support
- VIP Support
Infrastructure Management Services
Infrastructure components we managed
- Windows Servers
- Linux Servers
- VMware
- Hyper-V
- Active Directory
- DNS
- DHCP
- File Servers
- Print Servers
- Backup Servers
Cloud Management Solutions
Our Azure cloud services included managing:
- Microsoft Azure
- Microsoft 365
- AWS Virtual Machines
- AWS Backup
- AWS Site Recovery
- Azure Active Directory
- Intune Device Management
- Software Deployment
- Antivirus Management
- Patch Management
- Asset Tracking
- Device Compliance
- Remote Support
Healthcare Cyber Security Services
The security measures we have implemented:
- Microsoft Defender for Endpoint
- Multi-Factor Authentication (MFA)
- Email Security
- Vulnerability Management
- Security Monitoring
- Security Incident Response
- Privileged Access Management
- Disk Encryption
- Conditional Access Policies
Backup & Disaster Recovery Services
Our backup and disaster recovery solutions included:
- Daily Backups
- Incremental Backup
- Weekly Full Backups
- Azure Backup
- Offsite Replication
- Disaster Recovery Planning
Network Management Services
Our network management solutions
- Firewall
- VPN
- Wi-Fi
- Switches
- Routers
- Internet Links
- SD-WAN
Compliance Support Services
The security standards we delivered
- Access Control Reviews
- Audit Log Monitoring
- Security Policy Reviews
- Data Retention Policies
- Change Management
- Risk Assessments
- Backup Validation
Monitoring Platform
Our 24×7 monitoring services coverage
- Servers
- Storage
- Network Devices
- Cloud Resources
- Applications
- Backup Jobs
- Security Alerts
Our Transition Process
Our MSP transition procedure
- Assessed IT infrastructure, assets, network, and security.
- Collected and reviewed existing documentation.
- Conducted knowledge transfer sessions.
- Identified critical applications and processes
- Deployed monitoring and RMM tools.
- Verified endpoint security and backups.
- Integrated ticketing systems.
- Provided shadow support.
- Tested support processes.
- Activated 24×7 support and SLA monitoring.
Our Governance Model
- Daily: Reviewed incidents, alerts, and critical issues.
- Weekly: Monitored tickets, changes, security, and capacity.
- Monthly: Assessed SLAs, backups, patches, and improvements.
- Quarterly: Reviewed risks, recovery readiness, security, and infrastructure plans.
Tools and Technologies Velan Used for Healthcare Managed IT Services
Cloud & Microsoft Ecosystem
- Microsoft 365
- Microsoft AWS
- Microsoft Entra ID (Identity)
- Microsoft Intune (device/endpoint management)
- Microsoft Outlook & Microsoft Teams support
AWS Services
- AWS Virtual Machines
- AWS Backup
- AWS Site Recovery
- Storage Infrastructure (AWS)
Infrastructure
- Windows Servers
- Active Directory
- DNS / DHCP
- File Servers
Security Stack
- Microsoft Defender for Endpoint
- Defender for Office 365
- Multi-Factor Authentication (MFA)
- Conditional Access Policies
- Endpoint Detection & Response (EDR)
- Email Security tools
- Security Monitoring / Vulnerability Management tooling
Networking
- Firewall
- VPN
- Wireless Networks / Network Switching
High Availability of Clinical Systems With Faster IT Support
Our managed IT services delivered better visibility into infrastructure health and reduced security and operational risks. With highly available systems, the healthcare provider achieved measurable improvements across patient care services.
99.95%
System Availability
96%
User Satisfaction
98%
Patch Compliance
75%
Reduced Ticket Resolution Time
75%
Faster First Response Time
80%
Fewer Critical Incidents
99.8%
Successful Backups
Want to build a more resilient healthcare IT environment with a reliable MSP partner?
Velan Remote IT Support provides 24/7 IT support solutions for businesses across Melbourne, Brisbane, Canberra, Adelaide, and beyond. Faster response | Quality processes.
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