Save on IT infrastructure
As a small to medium-size business (SMB) owner, reducing expenses and outgoings are at the top of your finance agenda. You also realise that managing and monitoring your IT infrastructure in the most cost-effective way is of paramount importance. You may ponder the question: ‘How do I facilitate an optimal end-user experience on a bare-bone budget?’ Keeping your end-users content, whether clients or employees, is an indispensable feature of successful business operations. End users will depend on your network’s efficiency, reliability of servers and applications, and accessibility of your data centre.
The question has a simple and inexpensive answer. Call up your local Managed Service Provider (MSP) and tap into their extensive IT experience and knowledge. The MSP will optimise the management of your technology infrastructure and strengthen your in-house IT support. Plus, you’ll be pleasantly surprised at their invoice for services rendered.
Staffing dilemma
One problem facing most SMBs is that of being under-staffed. Under-staffing doesn’t only refer to onsite IT support personnel, but to the entire employee complement. In small, expanding companies a ‘jack of all trades’ cultures seems to persist. Your administrative assistant may play a role in sales, while members of your sales team concurrently act as administrative wingmen. The bottom line is that with all their multi-tasking, employees are overworked and not utilising in the most productive way for your company. If staff have to comprehend and troubleshoot IT issues when in-house IT support is non-existent, this adds to their stress and strain.
A competent MSP will come to the rescue. Your MSP will significantly increase your Return on Investment (ROI) by seamlessly managing your whole IT infrastructure, from software and antivirus updates to proactive data and network monitoring. Applying a remote 24/7 Network Operations Centre (NOC) and Help Desk in conjunction with any in-house IT support, an adept MSP will surely guarantee efficient IT infrastructure management.
NOC and Help Desk differences
How are the NOC and Help Desk different from each other? A good question to ask; many individuals use the terms interchangeably; assuming that they are one in the same. They are different. Take a look at the descriptions that follow to understand these differences.
NOC function
The role of the NOC is primarily on your network and systems. The NOC could be construed as your IT base camp or control centre. In essence, the NOC monitors and manages your IT network around the clock. Furthermore, the NOC gauges system performance, security issues and data backup processes.
Help Desk function
While the NOC operates continuously in the background, the Help Desk has a client-facing function. The Help Desk is a point of contact for any end user, be they customer or employee. The Help Desk will instantly respond to and resolve IT related issues in real time. End users typically access the Help Desk via a desktop icon, by sending a high priority email, or over the phone.
NOC and Help Desk interaction
The NOC and Help Desk clearly have defined and different functions. However, there are times when they work in tandem, also drawing on the skills of any on-site IT engineers. In this way, meaningful and cohesive tech solutions are provided to end-users. A typical Help Desk has three tiers to prioritise support. When resolution is not achieved through these, tickets are escalated to the NOC for action.
A last word
With 24/7 open communication between the Help Desk and NOC, together with ease of escalation, your end users will have a markedly improved IT experience. The sum and substance of this are a proactive, cost-effective means of managing your SMB IT infrastructure.
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With our unique zero minute response, direct-to-engineer support model we have a 99.9% client retention rate since 2006.
With face to face strategy and account management, we are a trusted extension of your business. We remove the blame shifting culture, by dealing with third-party providers on your behalf and provide simplified jargon-free solutions at predictable rates with our flat free unlimited support and services model.
Some of our clients include Edmond De Rothschild, Smart Meter GB and FMB.
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