When clients are submitting issues for us to look at, what they communicate to us can make the difference between something being fixed in 5-10 minutes, or taking much longer. It's good to have an understanding of how IT HelpDesk Services prioritize work, and what information you should provide, so your support desk is able to quickly narrow in on the cause of your issue and correct it for you. Each support ticket is prioritized based on scope, severity, and age. The diagra

I wish I had a nickle for every time someone has asked, "You don't trust me?" after I've told them I've restricted their access to only what they need to do their job. Each time I've explained, "it's not about trusting you...". "It has more to do with risk assessment, and limiting any damage, should your account be compromised, Mr. 'Password123'." When Malware enters your system, it executes with all the rights and permissions of the user currently logged in. If you have acce

When ever I speak to clients about their passwords, they always groan about the number of passwords they have to remember these days. They t

People often ask me, "why managed services?" Why not just pay for the service we need, as we need it? Here's why... In the IT industry there are two business models. Break/Fix and Managed Services. The break/fix model is simple; when something breaks, you call in the computer repair company to fix it. When that problem is fixed, you don't hear from them until the next time something breaks. In this business model it is actually to the computer repair company's advantage if yo

Let me paint a picture for you... Your business is humming along and all of a sudden your server crashes. You no longer have access to your information, and can no longer respond to customer requests. You're taking messages and will get back to clients once it's fixed; meanwhile your clients are shopping elsewhere to see if they can get a faster response, because, after all... their business can't afford to be down either. You send an SOS to your IT team; they send someone ou