We're here to help

Empowering Partners with Scalable, Reliable Support


At Dicker Data, our Microsoft Helpdesk exists to help partners deliver high-quality support to your customers while confidently scaling your Microsoft practice. With 24/7 frontline technical support for Microsoft CSP services, including Microsoft 365, Azure, and Dynamics, we provide break-fix assistance to restore service functionality quickly and efficiently.

Log a Support Ticket

On the form below, please describe the problem that you are experiencing in detail so our support engineers can help solve your problem quickly. You will also need to make sure the Contact Person is available in case they need your assistance for further troubleshooting. For urgent after-hours support please call 1300 289 277 directly. 

How to Log a Support Ticket


To log a support ticket, please email csp.support@dickerdata.com.au and provide the following information: 

  • Account Number
  • Tenant ID
  • Confirm GDAP is in place
  • Confirm Conditional Access Policy is currently active. If a policy is in place, the recommended approach is to allow access via our corporate IP range: 103.248.44.0/22.

If you have any questions, you can contact our team 24/7 on 1300 289 277.

GDAP Access Instructions

To ensure we can provide timely support in the event a case needs to be raised with Microsoft, please grant us GDAP (Granular Delegated Admin Privileges) access to the tenant if it is not already in place.

You can initiate this from our website by navigating to Tenant Management > New Admin Relationship. The default support analyst access for seven days will be sufficient.

Once generated, please share the link with your tenant’s Global Administrators so they can accept the request.

What’s included in our Help Desk Support


Our support team works as an extension of yours, helping reduce downtime, address urgent issues, and ensure customer satisfaction. We operate within Microsoft’s CSP support boundaries, which allows for streamlined escalations and consistent resolution paths when more complex issues arise.

What’s included:
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24x7x365 break-fix support coverage for Microsoft 365, Azure, and Dynamics services.

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Resolution of break-fix incidents for systems that were previously operational.

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Direct access to Dicker Data support technicians via phone and email, any time of day or night.

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Prompt remediation of technical issues impacting production or live environments.

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Accelerated case escalation to Microsoft through Premier Support, where applicable.

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Defined initial response time service level agreements (SLAs) for all support cases.

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Prioritised break-fix response times based on severity level (Severity A/B/C): 1, 4, and 8 hours respectively.

Log a Support Ticket

On the form below, please describe the problem that you are experiencing in detail so our support engineers can help solve your problem quickly. You will also need to make sure the Contact Person is available in case they need your assistance for further troubleshooting. For urgent after-hours support please call 1300 289 277 directly. 

Frequently Asked Questions

Where can I access 'Getting started with Microsoft CSP' advice?

You can talk to the Cloud Practice leads on the relevant Build a Practice pages, or for more technical advice see our comprehensive CSP guide here.
Where can I access information about managing CSP subscriptions, reporting and CSP billing?

See our comprehensive CSP guide here. 
What is Dicker Data Digital Wallet?

You can find a detailed overview of the Dicker Data website and digital wallet feature here.
What are the requirements for Microsoft competencies?

A Microsoft competency is a certification you can gain to demonstrate your proven expertise in delivering a specific solution in one or more specialised areas of business.

Requirements include sales and training components and are geared towards providing a quality customer experience.

Learn more about the requirements for gold & silver competencies here.
What is the difference between MPN and Partner Center and how do I manage my benefits?

Microsoft Partner Network (MPN) is the broader term to describe the network you are becoming a member to when you sign up as a Microsoft Partner.

Partner Center is the dashboard where you can manage your benefits, competencies, even get a view of customer insights.

Learn more about managing your membership here.
How can I fix issues with domains and DNS?

Domains refer to the unique name that appears after your @ in an email address. Learn more about domains here.

Information about fixing issues once you’ve added your domain or DNS record can be found here.

Additional advice about DNS can be found here. Specifically how to create DNS records is covered here.
Where can I access specific help information for managing Microsoft 365 and Office 365?

A range of questions and topics about Microsoft 365 are answered here.

Additionally, you can access articles and resources in Microsoft 365 Admin Center Help that relate to the admin centre.

Compliance documentation for Microsoft 365 can be found here.

A guide to search the audit log in the Security & Compliance Center can be found here.
How do I rollout Microsoft Teams?

A range of Microsoft Teams resources including guidance on Teams rollout can be found here.
Where can I find deployment planning information for Microsoft 365?

Resources that outline Microsoft 365 licencing, inclusions, deployment plans and training, and advice on transitioning organisations can be found here.
How do I manage users and mailboxes in Office 365?

There are a range of documents that can support you when managing Office and Microsoft 365.

To assign admin roles, learn more here.

To add several users at the same time, find out how here.

To add or remove a user’s email alias, see here.

To migrate email and contacts into Microsoft 365, learn more here.

Information regarding managing users' mailboxes can be found here.

To create a shared mailbox, learn more here.
How do manage mailboxes in Exchange Online?

To create user mailboxes in Exchange Online, find out more here.

To delete or restore user mailboxes in Exchange Online, see here.


If you want to move a mailbox from One DB to another in Exchange online/Office365, learn more here. 

And if you need to manage multi-geo capabilities in Exchange Online, you can find information here.
Can I get Azure specific support?

Azure documentation and general information can be found here.

If you are interested in Azure Active directory information, learn more here or for a troubleshooting guide on hybrid Azure Active directory on Windows 10 and Windows Server 2016 devices, see here.

For information about managing the Azure portal, find out more here. And Azure Hybrid Benefit for SQL Server on Azure Virtual Machines information can be found here.

If none of these links answer your question, you can always reach out to azure.requests@dickerdata.com.au as well.

Out-of-Scope Support Areas

To deliver best-in-class, scalable support, the following services fall outside our standard scope: 

Customer Product Feature Requests

We do not evaluate, forward, or respond to suggestions for new Microsoft 365 features or changes. Partners should submit these directly through official Microsoft feedback channels such as UserVoice or the Microsoft 365 Roadmap. 
Onsite Technical Support

Our services are fully remote. We do not provide in-person or on-premises assistance, including hardware installs, physical network setups, or configuration of devices on-site.  
Root Cause Analysis (RCA)

We resolve immediate technical issues but do not provide forensic-level investigation or post-incident RCA. Partners needing detailed analysis should engage specialist providers or escalate to Microsoft directly. 
Third-Party Integration Troubleshooting

We do not support issues related to the integration of Microsoft 365 with non-Microsoft products, software, or custom industry solutions (e.g., third-party email clients, mobile device management platforms, or line-of-business applications).
Data Recovery Services
While we can guide you through built-in Microsoft recovery tools (e.g., Recycle Bin, Deleted Items), we do not perform or support the recovery of permanently deleted, corrupted, or lost content. 
Custom Code Development & Debugging

Support does not extend to reviewing, debugging, or modifying scripts, macros, formulas, or custom-built solutions—even those related to Microsoft 365 usage.
Office Add-ins & Developer Support

We do not offer support for custom Office add-ins, VBA scripts, Access databases, or Publisher templates. Development-related issues or extensions should be handled by internal or third-party development teams.
Performance Optimisation Projects

Basic performance issues are within scope (e.g., slow access preventing usage). However, comprehensive performance tuning, monitoring, or optimisation projects are excluded.
Extensive Troubleshooting for Application Crashes/Freezes

We will assist with basic guidance when apps crash or freeze but do not provide ongoing diagnostics for chronic or complex issues—particularly where third-party software or device conflicts may be involved.

Note: These boundaries are consistent with Microsoft’s CSP support policy and help us deliver reliable, high-quality assistance where it matters most. 

How we help you grow

Dicker Data’s Helpdesk is more than a support service—it’s a scalable foundation to grow your Microsoft business. Our technical team ensures your customers stay online and supported, freeing your resources to focus on growth, transformation, and value creation. Whether you're an MSP new to CSP or scaling up your Azure practice, we’ve got your back.