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Our Story

IT Triage originated as the Reivernet Helpdesk, answering calls, emails and voicemails from hotel guests to ensure IT issues were addressed and solved as quickly as possible. Over the course of almost two decades, a reputation was established for outstanding service in ‘triaging’ technical problems. When the time came to consider a brand refresh, ‘IT Triage’ became the obvious choice to best describe our approach.

As for so many businesses, the COVID-19 pandemic brought challenges along with opportunities to evolve and expand into industries beyond hospitality. A nationwide lockdown during the early days of COVID suddenly necessitated increased remote support for kids who were being schooled from home. Network for Learning (N4L) – a crown company providing managed network services into NZ schools – turned to IT Triage to provide overflow services in 1st and 2nd tier remote support. Something here about how that campaign went.

The combination of Reivernet’s 24 x 7 x 365 call-centre track record across over 200,000 active network hardware components, and 750 servers across Australasia, Asia, Middle East and Africa, combined with General Manager Mike McKeown’s extensive experience in call centre management, ensures IT Triage clients are offered an outstanding depth of knowledge, understanding and expertise.

Our Values


Over 18 years of technical call-centre history.


We provide a single point of contact who takes responsibility for your project.


Our pricing models reflect only the services you require.


We work 24 x 7 x 365 – we don’t sleep so you can.


We assess the issues and respond with solutions. We supplement rather than replace. Keep your KPI structure in place, but you don’t have to grow. Use us to provide flex.


We provide overflow services, supplementing rather than replacing existing services. This means we can position ourselves as beneficial to other helpdesk/call centre operations, rather than being seen as competition.

Our Team

Richard Thomas – General Manager

Working his way up from Customer Service Agent to General Manager, Richard has experience in the field providing onsite engineering service in New Zealand, Fiji and Australia.

Richard’s broad base of experience has given him the knowledge and understanding of what is required of a technical customer service agent and what is expected by a customer. This combination has served as the base for Richard to develop his team into a truly high-performing group with an exceptional combination of empathy and understanding aligned with the technical skills needed to solve problems.

In his role as General Manager, Richard maintains high standards of professionalism and technical excellence and uses his skills to encourage his people to continue to learn and develop.