by Felicien | Jan 21, 2019 | Education
With organizations working increasingly advanced technology into most aspects of their daily operation, it only follows that employees and customers may occasionally need help using those technologies and fixing problems they encounter. Help desks have emerged as the primary method for giving IT users the support they require to work effectively with technology as they complete their tasks and contribute to their organization’s success.
What is a help desk?
Help desks, or managed operation centers, provide consistent, critical support services to the employees within an organization, and in some cases, their clients. Help desks are run by personnel with extensive technical knowledge who are well-versed in managing, troubleshooting, maintaining and upgrading the various technological tools used by companies across industries.
While some businesses have in-house IT support through designated staff members, that option is often not tenable for many smaller organizations with limited employees and resources. Outsourced technology support allows them to focus their energy on more integral aspects of their practice. Even mid-size and large businesses, however, benefit by partnering with third-party entities that offer expert help desk support and gaining access to an additional resource for their internal IT staff.
What are the benefits of outsourcing help desk support?
Outsourcing IT support provides a number of advantages, particularly for small- to medium-sized businesses (SMBs). Here is a quick look at 10 ways your operation can benefit through outsourcing IT:
1. Cost-savings
Maintaining an in-house help desk can factor as a hefty expense into an organization’s annual budget, especially when benefit packages and other perks are taken into consideration. By entering into a contract with an outsourced help desk, you can tailor the services to fit your specific needs and financial position.
2. Increased Flexibility
Working with an outside provider for your IT support gives your employees flexibility, allowing them to work a broader range of hours without having to worry about not having support should they encounter a problem. Even when working remotely or outside peak hours, they can access a live representative for support.
3. Immediate Response
Help desk specialists are only a phone call, email, or support ticket away. As third-party providers manage IT support for multiple organizations, they will have several technicians on-call to address issues on demand. With a consolidated pool of employees, their efforts can be spread more effectively across the businesses they serve. If the technicians cannot fix the issue remotely, they will respond in person to fix the issue on-site.
4. Diverting Management Responsibilities
Working with a third-party service provider means they will handle their own IT team, relieving you and your human resources department of that responsibility. The firm will oversee the management of their own employees—from recruitment and hiring to training and retention—and take care of tracking their hours and performance, as well as addressing any personnel issues.
5. Access to More Resources
Most companies do not have the financial freedom to acquire the latest IT equipment or jump on emerging technological solutions. Providers whose sole purpose is managing technology, however, will have not only the most current but also a wider variety of resources. This helps even the playing field, especially for small businesses, allowing them to take advantage of advanced technologies without bearing the entire financial burden of procuring them.
6. Support from Highly Trained Specialists
Much like with resources, third-party IT firms can offer a wealth of expertise. Their tech specialists come equipped with a wide range of credentials, training and prior experience with businesses similar to yours, which gives you a strategic advantage. When your organization encounters an IT issue, one of their team members likely will have specialized knowledge and skill-set to troubleshoot that problem.
7. A Preventative Mindset
Help desk engineers are generally in the business of providing maintenance, as well as incident management to prevent problems before they occur. They can offer advice on upgrading old systems and software and suggest other technical solutions to address the root cause of recurring problems. Help desks also track important performance indicators and metrics via remote software, to compile data on average time for technician to accept ticket, average time to resolve problem (or close ticket), average number of tickets per day/user, issues occurring after business hours, communication pertaining to a ticket, and other areas. This statistical reporting is then used for continuous quality improvement.
8. Priority on Partnership
Third-party firms are invested in fulfilling their contract and building a long-term relationship with the organizations they serve, so they will approach help desk support with a cooperative attitude. One of their goals will be to make communicating and collaborating on tasks with the employees, or end users, smoother and less frustrating. The tools they recommend will be designed to bolster this partnership and help employees feel empowered when it comes to using technology, which in turn augments company morale and productivity.
9. Increased Customer Satisfaction
Many companies use outsourced help desk services, such as call flow support, to take care of their clients’ needs or give them technical support when they are using the organization’s website, purchasing products online, or making inquiries into services. Sharing the burden of this task with an external provider frees up employees to focus on their core competencies and daily responsibilities. Additionally, customers benefit by having their problems immediately addressed, which increases customer satisfaction and helps the business both attract and retain clients.
10. Peace of Mind
For many organizations, experiencing excessive downtime because an IT system is experiencing issues can be detrimental. With a team of industry-leading experts in your corner, you can rest at ease that your IT is being taken care of. You won’t have to use your internal employees and their valuable time to fix a problem that resides outside their area of expertise. Your trusty help desk will have the issue under control.
Help desks are aimed at helping the relationship between your business and its technology flourish. They understand the importance of keeping your systems functioning and available to the employees who rely on them to do their job. External providers can provide effective IT management and support at an affordable cost.
by Felicien | Jan 21, 2019 | Education
Remembered mostly for his “I Have a Dream” speech, Martin Luther King Jr. was a man who fought to end segregation in this country. On this day, we remember someone who devoted their life to achieving racial equality.
Martin Luther King Jr. was born in Georgia in 1929. He graduated from high school at the young age of 15. From there, he earned his B.A. degree from Morehouse College and after studying theology for 3 years, he earned his B.D. and was president of his senior class at the Crozer Theological Seminary in Pennsylvania. Soon after, King won a fellowship at Crozer. He completed his residency in 1953 and earned his doctorate degree in 1955. Martin Luther King Jr. was a pastor, following the path of his father and grandfather.
Martin Luther King Jr. began to preach at a church in Montgomery, Alabama. He followed Gandhi’s philosophy, believing in nonviolence and equality. In 1955, King led the first large, nonviolent protest against racial segregation on buses. Though he conducted this without violence, people who opposed his beliefs responded with violence. Fortunately, this led to the Supreme Court declaring bus segregation as unconstitutional in December of 1956.
It wasn’t until 1963 that King directed the march in which he gave his famous “I Have a Dream” speech. There were hundreds of thousands of people there to witness the historic event. A year after this march, racial discrimination was completely prohibited, meaning that nothing could be legally segregated for years to come.
Over the course of his life, Martin Luther King Jr. made a great difference in the lives of thousands of Americans. His actions and accomplishments made over 50 years ago impact the daily lives of many and will continue to do so as time progresses.
by Felicien | Jan 18, 2019 | Education
As much as people hope their business can run like a well-oiled machine, the truth is issues are inevitable. With businesses using an increasing number of technologically advanced tools, many issues experienced in the workplace have to do with the technology itself.
If a system or tool fails or becomes inoperable, or an employee lacks knowledge on how to use technology effectively, the organization is unable to optimize its IT in the most useful, profitable way. In short, technology should be working for you, not against you. Enterprise help desks—often a component of the remote monitoring provided by Managed Service Providers (MSPs)—are a vital part of helping a company, large or small, run smoothly by providing a single point of contact for users to get assistance. From there, help desk technicians work to keep organizations’ technologies up-to-date and running smoothly.
What is a professional help desk team?
In business, and particularly the IT area, there are two main concepts when it comes to help desks, which are responsible for addressing, answering or troubleshooting the technical issues experienced by users. The first type of IT help desk has to do with the services, software or other options a company sets up to handle customer queries and issues. If a user (or customer) is experiencing trouble using a company’s website or some other technical difficulty, they often will interact with the company’s help desk by messaging with a representative online or on the phone, emailing, or filling out a ticket.
Businesses themselves also benefit by being taken care of by a professional help desk team, staffed by professional, certified experts who can support the organization and its IT systems. These internal help desks are set up to offer a similar type of help, except aimed at the employees within the organization, rather than the customers.
Where does help desk support come from?
Some major companies maintain an in-house help desk to support their IT and offer preventative maintenance, network monitoring, and other solutions that decrease the downtime of IT services and functions. Other companies use remote, outsourced help desk services, generally offered by Managed Service Providers (MSPs), and access the same support from technicians via phone, online and occasional site visits.
Help desk technicians are trained to quickly address and resolve technical issues relating to:
User administration
Desktop performance
Hardware and networks
Printer installation and support
Microsoft and Apple Desktop operating systems
Microsoft Office and leading third-party applications
Email applications and web browsers
Mobile phones and tablets
Help desks often use desk software or an issue-tracking system to keep track of user requests, which allows them to prioritize cases, efficiently locate solutions to common questions and concerns, and maintain records of issues.
Some help desks utilize a tiered approach to manage a variety of queries and conveniently categorize problems. For instance, the first level is designed to provide answers to frequently asked questions and the like. Those problems that are a bit more complex or cannot be solved at the first level are passed on to the next level, where technicians who are better trained or have special areas of expertise can take care of them.
How do businesses benefit from help desk support?
Having proper technical support from a professional help desk helps prevent IT problems from halting your business, leading to enhanced efficiency, a seamless work environment, and boosted productivity. When employees are able to accomplish tasks and do their jobs without hitting technical snags or experiencing system downtime, the entire organization profits. End users experiencing trouble with their computer hardware and software or other technologies can rely on help technicians to provide support and troubleshooting services.
Equally important, however, is the proactive and preventative maintenance provided by help desks for optimal network stability. Many times, the goal is to detect small issues before they become larger, crippling problems that can lead to system failure.
Help desks are often an extension of a more robust remote monitoring platform that allows an MSP to take care of its clients. By taking a proactive approach to network monitoring and engaging in regular maintenance, help desk technicians help you stay ahead of the game. They can detect problems early on and then actively work to resolve them—sometimes even before they have been reported.
What should you look for in a help desk team?
A professional help desk team should include technicians who possess technical knowledge, effective communication skills, and the ability to identify and prioritize technology solutions. Skilled technicians will have a deep understanding of computer software and hardware, operating systems, smart devices, and other types of technology. They also should be receiving regular training, coaching and quality review to sharpen their skills as technology continuously evolves. Additionally, your professional help desk team will be backed by professional managers and supervisors who can provide cohesion and consistency, ensuring you receive the best service delivery.
by Felicien | Jan 17, 2019 | Education
Of the risks your company faces on a regular basis, those associated with your IT department are likely a low concern and priority. The fact is, in today’s world most office professionals are capable of conducting the majority of their own IT work as needed for their individual devices. However, that isn’t their primary job description; their time is better used for the projects they were hired to do. There is also a matter of uniformity and consistency with how work is performed. When these issues are considered, it begins to make sense as to why a designated IT team is generally a worthwhile investment.
What Are Managed IT Services?
Just like employees are specialists in their own job description, IT people also tend to have specialties. Although IT people have the training and education required to work in any field, their personal expertise depends on their individual professional experience. Someone who has worked in architectural offices, as an example, may have a bit of learning curve when dealing with medical software and equipment. That’s not to say they “can’t” do the job and do it well, but they will take longer and likely have to correct some errors after initial setup. Hiring an outside source with specific industry experience for managed IT services is recognized as a solution for these and other problems that arise when using an in-house team.
Budgeting and Accounting for IT Expenses
With an in-house IT department, you know what you pay the employees who conduct the work, but are you aware of how much you’re really spending regarding efficiency? This can include issues with how much downtime the IT team has, and how much time other employees are spending to do some of the work themselves. Many office needs can be provided with an app, but what happens when the marketing department is using one app while the sales team uses a different app? Then you have to consider the time spent when they work together to make their work compatible with each other. An in-house IT team will likely work with each department individually rather than pointing out how efficiency would be boosted if they both agreed to use the same programming. Having an outside managed IT resource is going to be more likely to assure such inconsistencies are corrected.
Maintaining a Secure Network
To the layman, “Secure Network” can vary according to each person’s concerns. Cyber attack is something everyone who uses a computer is aware of, and certainly a threat every company faces. But there are other ways in which a network can be insecure. Imagine the nightmare of having a major system-wide failure and losing important client information. Such an incident might happen from a computer crash due to improper setup, outdated software, or even a natural disaster. It’s important to remember information has to be backed up, securely, as insurance might cover the physical damage of a flood or fire but no amount of insurance payment can cover the cost of lost data when hardware is destroyed in such a scenario.
Keeping a Backup Plan in Case of Emergency
There always has to be a backup plan in place for such an emergency. One of the worst things that can happen to a business is for clients to lose faith in the company’s ability to provide their service, and that’s what happens when you lose data. Think about how you would feel if an investment adviser had to ask you to resupply all your information with an explanation it had been lost in a network failure. You probably wouldn’t feel comfortable continuing to work with that company because even though they might be really good with financial advice, they aren’t completing the job by keeping your investments secure. Likewise, your clients are going to wonder about your professionalism if you lose their information.
Specialized Services for Your Field
Specialized services are the new norm and expectation of every business, and this concept holds true for IT personnel as well. To return to the previous example, the IT person who works with an architect knows how to set up a plotter to make blueprints, and they understand how to use software toward making graphic designs for presentational purposes. They have an aptitude for such things which is why they went into the IT business, but they still don’t have the experience to set up medical equipment and even though some software might be the same or similar, it’s going to be used differently by a doctor’s office. Someone with a specific specialty working with people in your field is merely going to be more efficient for your needs.
Trying to “Figure It Out on the Fly”
Having office workers conduct their own IT work can potentially be even more disastrous toward office morale and overall efficiency. Most people have a familiarity with computers and equipment and can figure out how to get it working, but might take all day or even settle for a less than perfect setup. Have you ever seen someone print a 20-page document one page at a time because they can’t get the printer to print the entire project as a single function? Now imagine that situation with over a hundred pages, and what else they could be working on instead of manually printing each page and then having to put the papers in proper order after spending half a day trying to make it work. An IT person fixes it by spending five minutes to clear old data and restart the printer.
Conclusion
The rest of your company is specialized by department, so should your IT. A managed IT services company can provide for your needs and due to the nature of the work, makes more sense than allowing the job to be conducted in-house. You end up with oversight for your network by specialists not only in IT work, but how it pertains to your business needs.
by Felicien | Jan 17, 2019 | Education
Who Has Been Impacted by Chinese Cyber Attacks?
At the beginning of the year, the FBI warned businesses to protect themselves from cyber attacks by foreign entities, saying activity has spiked in the past 18 months.
Hewlett Packard and IBM are among the businesses most recently targeted. There’s a National Counter-Intelligence and Security Center that manages intelligence efforts for the U.S. government. It recently launched a campaign to address continuing threats. The center warns that many companies need to be more to protect against cyber theft.
Foreign governments accused of cyber attacks against the U.S. include Russia, China, Iran and North Korea, with China receiving the most scrutiny in recent reports.
How Do Hackers Breach Company and Government Security?
According to Entrepreneur magazine, hackers create fake social media accounts to get people to reveal work and personal information. One of the ways to guard against bad actors is to carefully scrutinize social media requests from people that aren’t personal connections and to research apps before using or downloading them, as well as keeping antivirus software up-to-date.
The FBI warning including a brochure entitled, “Know the Risk, Raise Your Shield” that targets federal employees. The recent warnings follow a string of cases against individuals and organizations accused of stealing proprietary information from U.S. government and businesses.
Nine cases filed since July 2018 include two hackers investigators say are linked to the main Chinese spy agency. Knicknamed APT 10, they allegedly stole corporate and government information via cyber attacks on employees.
Has There Been an Uptick in Recent Activity?
The breach of private businesses by Chinese hackers first hit news headlines in 2014, when Sony Pictures was hacked. This prompted an agreement in 2015 between Chinese President Xi Jinping and then President Barrack Obama that curbed cyber attack for a while.
At FireEye, a cybersecurity firm, analysts track hackers working on behalf of the Chinese government. The firm’s representative says attacks are on the uptick recently. These hacking groups are referred to as Red Leaves, cloudhopper, and APT10.
Managed Service providers are among the groups targeted. MSPs supply technology, telecommunications and other services to business clients. If they can break the security systems of such companies, Chinese hackers gain access to the sensitive data of the MSP’s clients.
APT10 has routed malware via an MSP network to its business targets. However, there are many steps businesses can take to protect their employees and data from prying eyes in cyberspace.
What Should Business Do to Raise Their Shields?
U.S. businesses should take proactive measures to safeguard against cyber attacks from Chinese hackers via email, social media and other points of entry.
This includes ensuring that advanced detection tools are utilized on network and email servers to safeguard access to company data. Regular threat assessments and employee training can help. This provides a diagnosis of the state of a firm’s cyber defenses regarding advanced persistent threats that attempt to find breaches in the company’s firewall. Precautions taken against the intrusion of foreign governments include:
Fortify access controls. Evaluate the plans, policies, and procedures that govern corporate technology to keep proprietary data safe. This could include that installation of multi-factor authentication (MFA), data encryption and solidifying a layered defense system on all possible points of cyber attacks.
Training. Make cybersecurity education and training a top priority. Everyone from the Board of Directors and C-Suite to individual employees needs to understand how to avoid cyber attacks by avoiding fake emails, malware and weak password strategies, among other efforts.
Incident response plan. Organization leadership and key technical personnel must develop a protocol for dealing with threats. This should include representatives from business administration, information technology and operations.
Crisis communications plan. Align the protection policy to risk management methodologies and the business needs of employees.
Adopt a monitoring, detection and response plan. Quickly detect intrusions and breaches via rapid-respond plans to effectively eradicate the malware or other methods of entry.
