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January 20, 2013

Beyond Support Desk

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The Support Desk is normally thought of as a reactive role in the Managed IT Services industry.  In some cases, that is correct.  However, we do more than just answer the phones.  One of our responsibilities is to make sure that everything runs smoothly so we don’t have to resolve an abundance of reactive calls.  The fact is that the less calls we get, the more satisfied we are with our proactive approach.  In some cases to the customer it may appear we are not doing any proactive work to the environment — this couldn’t be further from the truth!  In reality, we spend all day (and in some cases, all night) working to ensure that everything is running as smoothly as possible to minimize reactive calls so the customer can focus on their business.  There is a lot of planning and hard work that is required in making everything glide along as it does.  There may be a few cases when we hit a speed bump, but for the most part, we keep our customers “I.T. machine” well oiled.

I know that sometimes it may be hard to imagine the Support Desk Coordinator doing anything but waiting for a phone call right?  Actually, as mentioned before, this is only a small part of what I do here at Digux.  I also manage all of the Centralized Services that keep the wheels turning on the “I.T. machine”.  I perform all the updates via our Remote Monitoring and Management (RMM) tools which, means I make sure all of our customers security and patches are up-to-date.  I review backup logs on a weekly basis which involves counting the successes and reviewing the failures to ensure that there are no major issues.  If I do find an issue, I fix it or delegate it to one of our qualified backup experts for review.  This ensures that the backups are running properly for a faster and easier recovery in case of a catastrophic failure.  Just yesterday, I noticed that one of our clients NAS (Network Attached Storage) devices was completely full which caused backups to fail due to lack of space.  I am still clearing up space on the drive, but now the backups are completing successfully. Technology is high maintenance and we cannot “set and forget”. Our RMM tools alert us and truly provide an additional layer of support and in our opinion a business cannot afford to operate without it.

I also review what we call “Alarms” which are alerts from monitor sets that we have set through our RMM tools for our Managed I.T. Services customers.  This basically means that when a computer generates an error, such as a hard disk error, then we are notified via our “Alarms”.  We are able to catch the issue before it becomes catastrophic, and inform our client of the problem – propose a solution – and carry out this solution, all within a matter of minutes in some cases.  This provides our clients with peace of mind knowing that if there are any issues, we will get them resolved before they become a catastrophe.  In most cases we are able to negate hours of down time by supporting our customers in a more proactive way.

When you call our office, you will likely speak to Jacob (me) first.  When I receive your phone call I will gather the proper information and either work on the issue and get it resolved, or pass it along to someone who best knows how to resolve the issue.  We react to your issues in a timely manner and quickly get it resolved.

Here at Digux we pride ourselves in our SUPER fast Support Desk response times.  The reason that our Support Desk can respond to your issues in such a fast time is that we don’t get flooded with reactive calls.  As the Support Desk Coordinator, I spend more time working on proactive measures to keep our clients up and running than I do on reactive calls.  This helps reduce our reactive or break/fix type calls, and increases productivity of our clients’ employees. This offers a much better experience for us and our customers!

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