IMI Solutions provides centralised service desk support that keeps your technology environment stable and responsive. Whether using ours or leveraging your existing toolsets, our model integrates remote expertise with coordinated field engineering to ensure consistent resolution across all locations.
Our Process
Incident Logging & Triage Levering your tools or ours with structured prioritisation and escalation ensure rapid response.
Remote Resolution Level 1–3 engineers resolve the majority of issues without site visits.
Coordinated Field Support Where required, onsite engineers and parts logistics are aligned for efficient resolution.
Reporting & Optimisation SLA tracking and performance reporting support continuous improvement.
The Result
Faster resolution, reduced downtime and a consistent support experience — delivered nationally and at scale.
Expert architecture and implementation services for complex systems spanning data centre, digital workplace, network, cloud, AI and edge environments.
IMI Solutions designs technology that is practical, vendor-agnostic and focused on business objectives. Our architects are practitioners, not theorists, rather engineers with hands-on delivery experience who understand what works outside the lab.
We assess your environment, objectives and budget, then recommend the right technology stack and services solution — not a preferred brand or pre-determined product. Every solution is designed to be workable, scalable and aligned to operational realities.
The result is lower risk, controlled cost and minimal disruption during implementation. From concept to deployment, we create resilient, future-ready platforms that enable your organisation to operate efficiently and deliver a better customer experience.
IMI Solutions removes the stress, risk and operational burden from large-scale technology deployments.
We deliver parallel rollouts across Australia and New Zealand, achieving consistent, high-quality outcomes in every location, accelerating time to value and bringing forward your return on investment.
Our approach is designed to protect business-as-usual operations. We manage the entire deployment lifecycle, planning, logistics, staging, imaging, installation and on-site execution, while providing full technical and management support to our field engineers. Your internal IT team isn’t pulled into day-to-day rollout troubleshooting.
With experienced project managers overseeing every site, deployments are predictable, repeatable and tightly controlled. The result is reduced cost, lower risk, minimal disruption and a smoother end-user experience, delivered faster and at scale.
IMI Solutions delivers scalable IT support that integrates seamlessly with your internal team — strengthening your capability without increasing your workload.
Our certified engineers work as an extension of your organisation, embedding into service desk, field and project environments with minimal onboarding time. Every engagement is supported by an experienced IMI Solutions technical lead, accelerating knowledge transfer and ensuring consistent service standards from day one.
Unlike traditional staffing models, IMI Solutions supports its own people. Our engineers have access to IMI’s wider technical expertise, escalation pathways and documentation frameworks — meaning they operate autonomously, with little need for supervision from your internal team.
From Level 1–3 support to IMAC, lifecycle management and field services, we help reduce operational risk, control cost and maintain business continuity — enabling your IT team to focus on strategic priorities, not day-to-day firefighting.
IMI Solutions provides skilled IT professionals who embed into your environment as an extension of your in-house team. Whether covering peak demand, specialist requirements or project delivery, we enable rapid scaling without adding permanent headcount.
Our Process
Skills & Capability Alignment We define technical requirements and cultural fit.
Rapid Deployment Certified engineers are mobilised nationally across desktop, POS, network and data centre environments.
Technical Lead Oversight IMI Solutions provides senior oversight and escalation support, reducing internal supervision requirements.
Ongoing Performance Management We manage performance and continuity, not your internal team.
The Result
Flexible capacity, reduced recruitment pressure and highly capable support — without increasing management overhead.
IMI Solutions manages the full lifecycle of your IT assets — from commissioning and deployment through maintenance, refresh and secure retirement — ensuring consistent performance and controlled cost across Australia. This is achieved through planned support models or scheduled IMAC’s.
Our Process
Commissioning & Deployment Support Assets are configured, delivered and installed in line with operational requirements.
IMI Solutions provides centralised service desk support that keeps your technology environment stable and responsive. Whether using ours or leveraging your existing toolsets, our model integrates remote expertise with coordinated field engineering to ensure consistent resolution across all locations.
Our Process
Incident Logging & Triage Levering your tools or ours with structured prioritisation and escalation ensure rapid response.
Remote Resolution Level 1–3 engineers resolve the majority of issues without site visits.
Coordinated Field Support Where required, onsite engineers and parts logistics are aligned for efficient resolution.
Reporting & Optimisation SLA tracking and performance reporting support continuous improvement.
The Result
Faster resolution, reduced downtime and a consistent support experience — delivered nationally and at scale.
IMI provides nationwide onsite maintenance services designed to restore technology quickly and protect business continuity. Our flexible model offers predictable, fixed-price support per incident, including travel, anywhere in Australia. Each engagement is tailored to your operational needs. Simply tell us your locations, infrastructure and service expectations, and we’ll design a support model that keeps your technology running and your teams focused on business-as-usual.
Our Process
Nationwide Field Support Engineers are available 24×7 across metro, regional and remote locations throughout Australia.
SLA-Based Response Level 1–3 engineers resolve the majority of issues without site visits.
Parts & Logistics Coordination Inventory and parts management ensure replacement components arrive on-site in sync with the engineer.
Service Governance Structured service management, reporting and escalation processes ensure consistent quality and accountability.
The Result
Fast issue resolution, predictable support costs and reliable service delivery, keeping your systems running, your customers supported and allowing you to focus on the business.
Break/fix IT support earns its keep at 8:47 am, when lane three won't boot, the branch opens in thirteen minutes and the nearest internal IT resource is 900 km away. For organisations running branch networks across Australia and New Zealand, hardware fails somewhere every single day. The question is who turns up, how fast, and with what part in hand.
IMI Solutions provides maintenance and break/fix services nationwide, with 220+ points of presence, managed spares, and thousands of on-site visits and remote support scenarios completed every year. NAB, Epworth HealthCare and Coles are among the networks that rely on this coverage.
What we fix
POS terminals, payment devices, scanner scales and receipt printers
Desktops, laptops and thin clients
Network switches, wireless access points and routers
Printers, label printers and handheld scanners
Digital signage, kiosks and self-checkout units
Servers and comms room hardware
Vendor-agnostic across the fleet: one number to call regardless of the badge on the failed device.
How the service works
Triage first. Our technical desk attempts remote resolution before a truck rolls. A meaningful share of "hardware failures" close on the first call.
Parts and person together. Spares management is built in. We hold your spare stock at our integration centres or forward-position it regionally, so the engineer arrives with the part instead of diagnosing and coming back Tuesday.
Fix, evidence, close. On-site repair or swap, tested against a defined checklist, photographed and closed against the asset register. DOA units flow into warranty management with the OEM, handled by us.
Report and learn. Monthly reporting shows fault trends by site, device model and age, which is exactly the data that turns break/fix spend into a smarter refresh plan.
SLA models
Model
Typical fit
Next business day
Most branch and back-office equipment
Same day metro
Trading-critical devices in capital cities
Agreed regional response
Remote and regional sites, with pre-positioned spares
Hypercare
Elevated cover during and after rollouts
Epworth HealthCare's verdict on our people: "IMI provides high quality staff, and are very responsive." Read the case study.
Frequently asked questions
Do you repair or replace?
Whichever restores service faster. Swap-and-repair-offline is standard for trading-critical devices.
Can you take over an existing fleet mid-life?
Yes. We baseline the estate, absorb existing spares, and start SLA cover from an agreed date.
How does this connect to IMAC work? Same field team, same work-order system. Most clients bundle break/fix and IMAC under one rate card.
What about devices under manufacturer warranty?
We manage the OEM warranty process for you, including DOA handling, so your team never queues on a vendor hotline.
Technology remarketing and disposal services answer two questions every refresh project eventually reaches: where does the old fleet go, and who proves the data went with it? Thousands of retired devices sitting in stockrooms are a security incident waiting for a misplaced pallet, and a write-down waiting for a CFO to notice.
IMI Solutions recycles and re-sells thousands of devices every year through our integration centres in Sydney and Melbourne. Retired fleets come back through the same reverse-logistics network that delivered them, get wiped to certifiable standards, and leave as either recovered value or responsibly recycled material.
What the service covers
Collection and reverse logistics from every site, metro to remote, tracked serial-by-serial in IMX
Certified data destruction: software wiping to recognised standards, physical destruction where policy requires, certificates per device
Remarketing: testing, grading, refurbishment and resale of devices with residual value, returns shared with you
Recycling: end-of-life material processed through compliant e-waste channels
Lease returns: devices audited, restored to return condition and delivered back to the lessor on schedule, before penalty clauses bite
Reporting: a complete chain-of-custody record for auditors, insurers and your asset register
Why this belongs with your deployment partner
Refresh and disposal are one motion. The crew installing the new POS lane carries the old terminal out the same night. Coupling the two halves means:
No second visit, no second freight leg, no stockroom purgatory
The asset register updates once, correctly: new serial in, old serial out
Data-bearing devices leave site into a tracked chain, not a skip
Split the work across two vendors and the gap between them is where devices, and data, go missing.
Value recovery: what old fleets are worth
Recent-generation laptops, desktops and POS hardware hold real resale value, especially in fleet quantities with consistent specifications. Remarketing returns routinely offset a visible slice of refresh cost. Older or damaged stock still avoids landfill through certified recycling, which matters to your ESG reporting as much as to the environment.
Compliance without homework
Australian obligations around data protection and e-waste keep tightening, and several states now ban e-waste from landfill outright. Our process produces the paper trail: data destruction certificates, recycling documentation and chain-of-custody records, so your compliance answer is a folder, not a scramble.
Frequently asked questions
Which wiping standards do you use?
Recognised sanitisation standards (NIST 800-88 aligned), with physical destruction available for drives that policy or condition rules out of reuse.
Can you clear a backlog, not just support new refreshes?
Yes. Stockroom clean-outs are common first engagements: we collect, audit, wipe and disposition everything found.
How are remarketing returns handled?
Agreed commercial split, reported per batch with grading detail. Transparency is the point.
Do certificates cover individual devices?
Yes, certificates reference serials, so any single device's fate is provable years later.
Turn retired fleets into recovered value and closed risk. Speak to an expert.
