AWA applies service expertise across the entire technology lifecycle. From deployment and installation through to ongoing support, repair and refresh, the business is structured around two core service pillars, underpinned by integrated service logistics.
AWA support Cisco by assembling, staging, testing and burning in all devices an offsite facility. This effectively had the solution operation and gave the proof of concept team the ability to validate the solution and work out any issues prior to exposure to the customer.
Core Capabilities
- National ICT Field Services – On‑site support across metropolitan, regional and remote locations, 24/7
- Installation & Deployment – Desktops, portable devices, printers, MFDs, AV terminals and networking infrastructure
- Break/Fix & IMAC Services – Installation, moves, adds and changes for enterprise environments
- Network & Data Centre Services – Wired and wireless networks, switches, routers, firewalls and server infrastructure
- Service Desk & Call Management – Centralised national service coordination using AWA’s proprietary AWAre™ service management system
- Workshop Repairs & Service Logistics – Staging, testing, repair, warehousing and nationwide logistics support
AWA delivers both fully managed end‑to‑end solutions and individual service components, allowing customers to scale services as required.
AWA works closely with ICT vendors and system integrators to design and deliver tailored service delivery models that align with their commercial and operational needs. We can provide services directly under the AWA brand, or operate as a fully integrated, behind‑the‑scenes service partner.
Service Solution Design
Service delivery is our core expertise. We partner with customers to:
- Design bespoke service delivery models
- Improve and optimise existing service operations
- Support new vendors entering the Australian market with a proven, end‑to‑end service capability
Each solution is built to scale and adapt as customer needs evolve.
Flexible Delivery Models
- Outsourcing: AWA can fully assume responsibility for service delivery, effectively operating as a customer’s service department by combining the right people, processes and systems.
- Infrastructure Management: We can manage part or all of a customer’s service delivery functions, providing operational consistency while reducing internal complexity.
Core Capabilities
AWA offers a comprehensive range of capabilities that can be delivered individually or combined into integrated service packages:
- Expert response centre and technical support
- Service call and incident management
- Parts and inventory management
- Retail drop‑off and collection points
- Product rework and resale channel management
- End‑of‑life product disposal, including compliant e‑waste solutions
- Installation and end‑user training
- Warranty management
- Expert Technical Support
Service Call Management
All service activities—whether break/fix or deployment—are managed through AWAre, AWA’s proprietary service management platform. This provides full traceability across all jobs, whether delivered by AWA employees or authorised agents. Customers and their end users can access real‑time visibility of service status, SLA performance and escalations.
Parts & Logistics Management
AWA operates an integrated logistics network with warehouse facilities across all branch locations. We manage consignment stock, owned inventory and full reverse logistics, and can also support parts sales on behalf of vendors where required.
Retail Drop‑Off Points
Each AWA branch offers customer-facing counters for convenient product drop‑off and collection. This capability is further extended through our national agent network.
Product Rework & Resale Management
AWA manages the collection, assessment, repair and resale of DOA products and retail returns. This will help customers efficiently manage the most challenging end of the sales lifecycle.
End‑of‑Life & E‑Waste Management
As part of a complete service offering, AWA provides environmentally compliant end‑of‑life disposal solutions, including certified e‑waste processing through approved partners.
Installation, Training & Warranty Management
AWA delivers product installation and user training either as standalone services or as part of a broader service solution.
We also design tailored warranty management programmes, allowing customers to focus on their core products while AWA manages the supporting service framework.
