CAQA Nova Digital Systems
CAQA Nova Digital Systems is a managed service provider that runs the technology for around 140 small and medium organisations, including accounting practices, medical clinics, schools, community services, manufacturers and local retailers. Nova provides a staffed service desk, network and server management, cloud migration, backup and disaster recovery, cyber security monitoring, structured cabling and custom software and web development. Clients contract for a monthly managed service with agreed response times, and Nova's engineers look after everything from a broken laptop to a full office relocation. The business is known for plain language advice and for documenting every client environment properly.
Nova operates from a head office and network operations centre in Richmond with a client services office in Fortitude Valley and a field services base in Hobart. The service desk runs from 7:00 am to 7:00 pm on weekdays with an on-call engineer overnight and on weekends for priority one incidents. Six teams cover the service desk, network and infrastructure, cyber security operations, software and web development, projects and client solutions, and business services. Engineers rotate between desk, field and project work so that everyone keeps hands-on skills current, and every team lead reports to the Chief Executive Officer through a weekly operations review.
Nova manages quality and risk through an information security management system aligned with ISO 27001, the Australian Cyber Security Centre's Essential Eight controls, and a documented change management process that protects client systems from unplanned outages. Client and personal data is handled under the Privacy Act 1988 and the notifiable data breaches scheme, and every engineer signs an acceptable use agreement before receiving privileged access. Work health and safety covers office ergonomics, driving to client sites, working in server rooms and ceiling spaces, and electrical safety when installing equipment. Every controlled document carries a code, owner, version and review date and is available to all staff on the intranet.