Industries · Aged Care
Managed IT Support for Aged Care
A complete, fixed-monthly IT service for residential aged care, home care and retirement living providers — backed by over 30 years in the sector.
Residents are always the first priority. Keeping up with technology is not at the top of any nurse’s list — and nor should it be.
Our team works with every level of computer literacy, and we are trained to respect the care home as the resident’s home, not our workplace.
- Over 30 years of experience working with aged care providers across Australia.
- Specialists in aged care technology and in moving providers from paper to digital systems.
- Vendor agnostic — your infrastructure is tailored to your exact requirements.
- Australian-based support team, not a “one man band” or an offshore help desk.
- No long-term lock-in contracts.
Our Managed IT Services
Delivered by the same Australian-based team who know your sites, your staff and your clinical systems.
Helpdesk
One number, one email, one team. Care staff reach an Australian-based technician who knows your clinical software — not a script-reading offshore queue. Phone, email and portal logging, with senior engineers reachable when a call needs to go further.
Onsite support
Scheduled site visits plus attendance when a problem can’t be fixed remotely. Our team treat the care home as the residents’ home, not our workplace, and adapt to residents and staff on every visit.
Proactive monitoring
24/7 monitoring of servers, networks, Wi-Fi, backups, nurse call and clinical system availability. Alerts land with us, so most faults are resolved before a nurse notices anything.
Patching & security updates
Operating systems, endpoints and third-party software patched on a tested monthly cycle, scheduled outside care-critical hours. Antivirus, endpoint protection and backup verification reported on every month.
Staff onboarding & offboarding
New carers set up with accounts, email, clinical system access and device logins before their first shift. Departures actioned the same day — access revoked across every system, mailboxes handled per your records policy.
Vendor coordination
We speak to your clinical and facility vendors so your managers don’t have to — Autumn Care, iCare, Manad, Leecare, eCase, Person Centred Software, TriMicro, Vocera and Swift.
Internet connections
Business-grade connectivity for every site, including Fibre, NBN and 5G failover so care systems stay online if the primary link drops.
Hardware & software procurement
We source through multiple distributors to get you the best price on devices, licences and equipment, then deploy and configure them for you.
Telephony
Phone systems managed end to end, including PABX services and mobile phones for your staff and care teams.
Support Hours
Standard support hours
Monday to Friday, 9:00am – 5:00pm AEST
Helpdesk, onsite visits, projects, onboarding and change work.
After hours & weekends
After-hours support available 24/7/365
We’re available outside standard hours every day of the year, including weekends and public holidays, for clinical system, network, nurse call or site-wide issues.
Accreditation support
Priority re-prioritisation
When the aged care accreditation agency arrives, we reshuffle our schedule to be available to you and your team.
Care-critical faults — anything affecting resident safety, medication management, nurse call or a site-wide outage — are treated as priority one at any hour. Routine requests are actioned within standard hours.
Escalation
- 1
Logged & triaged
Every request is logged and given a priority based on resident impact. Care-critical faults jump the queue automatically.
- 2
Level 1 helpdesk
Your named technicians work the ticket remotely. Most day-to-day issues are closed here on first contact.
- 3
Senior engineer
Unresolved or infrastructure-level faults escalate to a senior engineer, with onsite attendance dispatched where needed.
- 4
Vendor & management
Where a third-party system is at fault we own the vendor case. Extended outages are escalated to your account manager and directly to Intra Tec’s directors.
You always have immediate access to senior IT staff — escalation never means starting again with someone who doesn’t know your site.
What the Agreement Includes
One fixed monthly fee based on your sites, users and devices. No long-term lock-in — our work should speak for itself.
Included in your monthly agreement
- Unlimited Australian-based helpdesk for your agreed user count
- 24/7 proactive monitoring and alerting across servers, network and Wi-Fi
- Managed patching for operating systems, endpoints and third-party software
- Endpoint protection, backup management and restore testing
- Scheduled onsite visits plus onsite attendance for escalated faults
- Staff onboarding and offboarding across all connected systems
- Coordination of clinical, telco and hardware vendors on your behalf
- Quarterly IT Catch Ups with your account manager
- Asset, licence and warranty register kept current
Quoted separately
- Hardware, software licences and third-party subscriptions (quoted separately)
- Professional Services including new hardware builds, infrastructure replacements and migrations
- IT Consultation, Audits, Project Management and vCTO Services
- Third-party vendor fees charged directly to you
Support, maintenance and consultation rates are tailored to your organisation — contact us to discuss flexible, affordable options.
Part of your team
Our commitment to understanding the aged care industry
Keeping up to date with technology that helps aged care homes comply with ever-changing legislation, standards and rising customer expectations is part of our service. We:
- attend aged care conferences and committees,
- hold memberships with key industry bodies,
- invest time in relationships with external service providers, and
- partner with companies such as Manad, iCare, Autumn Care, PCS, eCase, Inerva, Care Systems, E-Tools, RTM, Inteli Care and other Aged Care specific software vendors.
Case study
A world-first residential aged care community
Our proudest achievement within the aged care industry was working with NewDirection Care and introducing a world-first residential aged care community.
A major element of its success is the leading-edge custom technology designed so residents have freedom of movement and safety as they go about their day. Our team project managed several other technology companies to design, implement and integrate CCTV, bed sensors, passive movement monitoring, a site Wi-Fi map, and Vocera wireless communications to enable passive monitoring of residents.
Read the Case Study
What Aged Care Leaders Say
Extensive Knowledge and Experience in Aged Care
“Intra Tec are always approachable, helpful and provide reliable help with IT problems and solutions. The team have extensive knowledge and experience in Aged Care and working with non for profit organisations which places them high above other IT providers we have used in the past.”
CEO
St Elizabeth Home, NSW
A Trusted Advisor for all your IT Needs
“Our IT team provides us with a single point of contact for all of our technical needs, including immediate access to Senior IT staff. We have been working with Joe, James and the team for over 15 years, so if you want a trusted advisor for all your IT needs, Intra Tec is the firm I would choose particularly as they understand the Aged Care Industry.”
Natasha Chadwick
Owner, New Direction Care & Synovum Care, QLD and TAS
Responsive, Strategic and Personal IT Support
“For over seven years, Intra Tec has worked with us to plan our IT projects and purchases strategically in preparation for our long term requirements. James and his team are always responsive to our technical issues and focus on providing a personal experience. Rather than always trying to sell the most expensive outcome Intra Tec consistently work with what we have and then make improvements as required. We are very happy with the team, the service, and the improvements in our IT infrastructure. The length of our association is a testament to that.”
Robert Oxford
CEO, Hardi Aged Care, NSW
Worry Free IT
“We needed a reliable solution to support the unique needs of our new facility. The Intra Tec team were extremely flexible during the design process and ultimately delivered a solution that exceeded our expectations. We know we can depend on Intra Tec’s support, so our team can focus on delivering the best possible service to our residents.”
Hasan Alca
Finance Manager, Gallipoli Home, NSW
Some of our current aged care clients
More aged care IT services
Affordable, flexible and reliable IT support
Talk to our team about support, maintenance and consultation rates for your care homes.