Just like a handyman has their tool bag when they head to a job, we have our own IT tool bag we use to support our clients. Through the 25 years we’ve been in this business, we’ve carefully selected tools that enable us to communicate efficiently, provide a high level of support, and maintain a secure network. So, what’s in this tool bag? Let’s take a look!
Ticketing systems are what we use to communicate, manage, and resolve client technology issues. Every issue our helpdesk support services solve or project we plan gets tracked in a specific ticket. This allows us to collaborate across our entire team remotely, review past fixes, and plan/prioritize for issue resolution in the future. It helps ensure problems are fixed effectively and efficiently.
We use an Asset/Inventory Management application to monitor your network and keep us informed of your network’s overall health. It helps our technicians troubleshoot your IT issues and take stock of your various technology inventories. Through our asset/inventory management application, we can be a part of your team from afar and help prevent IT problems before they occur.
We know your time is valuable, which is why we have a scheduling tool that integrates into our ticketing systems that allows clients to schedule time with a technician based on the real-time availability of our support team.
Prior to the introduction of this tool, we were heavily reliant on traditional methods such as back-and-forth emailing to schedule these appointments. While this method has served its purpose over the years, we understand that it can be cumbersome, time-consuming, and potentially frustrating due to the lag between responses. In fact, this outdated process could occasionally lead to miscommunication and missed connections between us and our clients.
However, with our new integrated scheduling tool, these issues are a thing of the past. The convenience it offers eliminates the need for prolonged email threads and reduces the potential for miscommunication, as everything you need to schedule an appointment is right at your fingertips. The entire process becomes significantly more efficient, giving you more time to focus on the things that truly matter, while we take care of the rest.
This eliminates the tedious back-and-forth emails that were previously required to connect us to our clients.
We use a Network Review application that is integrated right into our ticketing system, allowing us to assess your network and track changes over time. It also helps us “ask the right questions” to ensure your network is performing at its optimal level.
Information Security Training and Phishing Simulation:
The IT world changes fast, so it’s important that we stay up to date. Our technicians participate in monthly Information Security trainings and phishing simulations. We also implement this tool for many of our clients. This tool helps keep us, and you, informed of the latest threats in the industry and helps us keep your networks secure.
Of course, tools on their own can only be so valuable, but the right tool with the right user can make all the difference in the world. The tools listed above are just a few of the programs, applications, and processes we use to provide comprehensive IT support as your IT partner. Our goal is to help you be successful, whether that’s by helping implement new technologies, fixing issues, or by just providing a secure network for you to do what it is you do best. No matter your need, you can rest assured that we have the tools to get the job done.
By Joe Couillard, Client Relationship Manager