managed IT Archives - DNA IT Solutions

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News

What makes a Help Desk excellent?

Posted on by Sean Lucas
A Great Help Desk DNA IT Solutions
20
Aug

When your screen is frozen, when your folder doesn’t show the files that should be there, when your PC just goes kaput!  You are about to cry or scream… wait, take a deep breath and ring the help desk.

It’s always great to have an expert to hand to solve the big (and not so big) issues that can occur day to day in your working day.  It’s important that those we rely on are fit for the job, so here is what we value when it comes to Help Desk Service.

A quick response

We want somebody that is there when we need them, at the end of a phone or a quick reply by email.  We want to be able to speak to somebody on a level that we understand that is not too technical.  We want them to get to the heart of the problem and take the stress away.   They should take the time to find out what is wrong but also get it solved quickly.   A group of technicians that are able to work on your issue, no matter who picks up the phone.  Most of all we want to feel they have a genuine want to give good customer service and get us back up and running.

Good processes

If there is a ticket system, then we want it answered efficiently.  We want knowledgeable staff that are able to access our history and records if it is an ongoing issue.   They should have good diagnosis skills to tell us how long it will take to resolve the issue.  There should be a system for escalating more complex problems up but with good communication to let us know what is happening and the time scale involved.

Escalated issues that require higher technical abilities should have their own process and group of engineers. When the service desk is closed we want to know how to contact after hours support and that should be clear, and easy to do.

Technical skills

We want to feel that they know a lot about the basic common issues and are knowledgeable about our software and hardware.  We expect them to have all necessary qualifications and training that is up to date.  Really we want them to be able to know what to do and access the vendors on our behalf if required.   They should be able to understand logs and know what they should be looking for.

Customer service

We expect the help desk to know how to communicate with us as a customer and anticipate our frustration.  They should be able to efficiently get the issue solved, knowing when to solve it now, or escalate to another engineer that needs to go onsite.   Staff that are motivated and productive will be evident during the call and throughout the experience.   Those that can communicate well and take an interest in the customer will be the shining stars of the company.

In general, the help desk staff are the ones that interact with the customer the most, that is why they are vital to the blood of the IT managed service provider.  A slip up on this desk could lead to a lost contract, so it’s important to get it right.  Well trained, experienced and happy staff that treat customers well are the best assets they could have.

The IT service desk should be there, ready to react when you need them and allowing you to get back to building your business.

News

The Top 5 Benefits of Managed IT Services

Posted on by Sean Lucas
Top 5 Benefits of managed IT DNA IT
05
Mar

One valuable piece of advice that is given to business owners when they start out on their journey is to stick to what they are good at and outsource all the other tasks.

It’s great advice when it comes to accounts, human resources and various administration tasks.  It’s even better advice when it comes to outsourcing the management of the IT systems.   Most businesses rely on their IT infrastructure to function every day and the cost of having a system that fails can be immense.

So when it comes to outsourcing what are the main benefits?

  1. Access to Enterprise Level Technology

The right managed service provider will have a suite of products and services available to their clients.  They will already know what you will need and the best options for your industry requirements.  As a small business you can gain access to the newest technologies and the best support that normally only the bigger global companies can get.

  1. Less downtime

Downtime costs you money – every time!  When your IT systems are fit for purpose, monitored 24 hours a day and upgraded as required you will have less issues.  Your managed service provider will be proactive and address any risks  before they develop into an issue.  You can’t work when your email or order system is down so don’t leave yourself wide open to that eventuality.

  1. Reduced costs

What’s the real cost of downtime, of your time trying to fix an issue?  Much less than having that issue not happen in the first place.  With managed services you will have a fixed monthly fee so you can plan for the future within whatever budget you set.  When it comes to cloud services you will only be paying for what you need.

  1. Increased opportunities

The right technologies will allow your business to grow.  You will be better able to access new markets, to handle bigger clients and busier workloads.  You need systems that are robust and built to last.   And when it comes to growth you will be already planning for the future with your provider to create a manageable plan and budget.

  1. Peace of mind

The biggest benefit of working with a IT solutions provider you trust is not worrying about your IT letting you down. Knowing that somebody is monitoring your systems 24/7/365.  Meaning that you can focus on your business and not what the technology is doing.

 

Put a plan in place for the future and grow with confidence.  DNA IT Solutions work with clients just like you to be proactive in protecting their data, enabling them to access the best systems and plan for the future.  Talk to our team today about cost effective enterprise level IT support.

News

Are you a high-impact business?

Posted on by Sean Lucas
High impact business DNA IT solutions
19
Dec

In a modern business, your IT systems are your lifeblood.

You need them to interact with customers, store your data, complete your work, and without them functioning properly, it all comes crashing down. So what have you got in place in case this happens? Could your business recover from losing a day’s work, or even more?

Protecting your IT Systems

We’re getting ahead of ourselves. Protecting your IT systems against fault isn’t a reactive measure, and a good IT professional will make sure that there are already plans in place to get up and running as soon as possible. That’s why it’s vital to have a forward-thinking IT services provider in place, well ahead of time. At DNA IT Solutions, we specialise in disaster recovery, so that our clients can maintain business continuity even if the worst happens.

By working out where you are now, we can see where you need to be in future to have as much security as possible against IT disasters. Our process begins here, thoroughly assessing your IT infrastructure, before setting out a plan of action that will get you where you need to be. Each solution is bespoke, and we can work with whatever you have, even migrating disparate hardware, software and network services into the new system.

The Right Technology

Once we have this nailed down, we can find the best option to get you up and running as soon as possible once a problem strikes. We find you the right technology for the job and integrate it into our plans – whether it’s new hardware, software or a cloud-based solution – and we’ll take you through the process every step of the way, from specification to sign-off. By minimising downtime, we can save you stress and money, and maybe even save your business.

Once we’ve got the solution you need in place, we won’t abandon you. We have Managed IT Services packages that have us at your side 24/7 to get you through whatever problems come your way and help you transition smoothly into the new way of working, sorting out teething problems and making sure everything works as well for your needs as possible.

News

What is the Modern Enterprise?

Posted on by Sean Lucas
The Modern Enterprise DNA IT
09
Oct

DNA IT Solutions are more than a company that just fix computer problems.  We are a Managed Service Provider with a range of services suitable for modern business today.

We work with you, as part of your team to ensure your IT systems are suitable for your business and that they allow you to grow and function at the optimum level.

The modern enterprise looks a lot different from the office of yesterday.  With all the new functionalities come a need for many new types of service, all of which we provide.

Here are a few:

Help desk:  A team available to you whenever you need and always ready to help.  Somebody to identify what the issues are and either fix them remotely or send a technician on site should it be necessary.

Software as a service: Making sure you have the right software and maintaining it to the latest version.  Ensuring updates are done correctly with as little downtime as possible.

Printer management: Monitoring the printing activities and ensuring any maintenance or repairs are carried out quickly and efficiently.  Providing a more cost effective service by incorporating it into the overall service.

Storage and backup:  Storing business data in a secure location and ensuring that backups are done regularly and with the minimum of downtime.  Taking care that your information is easily accessible only by authorised people.

Disaster recovery: Should the unexpected happen, having a plan in place to get you back up and running is crucial.  Having the right procedures in place will mean getting back to business within hours not days and with as little loss as possible.

Customer web application: Offering you a client server software application which can be run in a web browser to make business processes run smoothly.  Applications designed for clients to suit their needs.

Surveillance:  Monitoring what is going on in your business 24 hours a day even when you are not there.  Protecting you and ensuring you have full knowledge of business activities even when working remotely.

Email management: Providing you with an email system that is not only fit for purpose but one that will be robust and not result in excess downtime.  Email is an important part of any business and a reliable system is crucial.

Telepresence: Not every worker is at the office from nine to five every day.  Systems are needed that are flexible for remote workers meaning that everybody is connected with a quality communication service.

Voice Networking: Having systems that allow communication at a low cost will be a great benefit to your business.  It’s important that the quality of connections are reliable also.

Monitoring:  It is important to react to issues, however, it is always better to be proactive to try and avoid the problems from happening in the first instance.  With remote monitoring, problems will be detected and resolved quickly.

IT  Security: Having the correct security level for all aspects of your business is vital.  Protecting data and protecting your business from attack is more difficult than ever and that is why expert help and top quality products are needed.

IT Department: Having an expert team to hand with a variety of skill sets is a huge advantage.  This allows smaller businesses to have access to a level of product normally only the largest of enterprises can access.

Professional Services: Having access to a team of industry experts will allow you to tap into a well of knowledge that can advise on IT strategies.  Important for your present business but also important when planning for future growth.

Vendor Management:  Having one contact for all relevant vendors will save time and hassle.  Having your expert team sourcing the best services and managing them effectively for you could end up more cost effective.

Infrastructure, servers & storage: Having the right solution for you for the time you are operating in but also having the flexibility to stretch and reduce when necessary will make financial sense.  Transitioning to the cloud or creating a hybrid solution or not moving at all, your IT expert team can guide your decision.

These are some of the services a Managed Service Provider like DNA IT Solutions can offer a business.  It’s a holistic approach that makes financial sense and gives peace of mind.  With clear monthly fees and a flexible can do attitude we are ready to show you what we can do for your business.