IT Support Wanted

[pmanson]

Herbie58 said:

pmanson said:

Herbie58 said:

pmanson said:

jamieboy said:

What do you guys include in your proactive or preventive services?

We're in the process of implementing a very expensive monitoring system at the moment that will allow us to extend the functionality of our proactive service even further. For example if a company has a laptop stolen we will be able to see the next time it is switched on and added to a network. We can supply that IP address to the police.

HoundDog to Kaseya transition per chance? I used to work vendor side in remote monitoring/automation and management.

Yep that's the one. Not had much exposure to it yet but what i've seen it's very good.

The right choice for what it's worth. The cost savings and increased service levels you'll get from the automation capabilities will be immense. The transition period is a fecker but the benefits once it's all up and running are well worth it.

Have a look at PSA systems (Connectwise, Autotask)if you're thinking of taking the business down that track - they integrate fairly closely with Kaseya and you get a seamless process from monitoring to billing.

Already running Autotask!

[GuinnessMK]

Thanks!

Loads of useful info there.

Will consider the software issues too!

[Taita]

Halb said:

Taita said:

HRG. said:

I'm afraid we can't help you in the north east, but have a look at what we offer for local companies in a similar situation to yourselves.

Fixed monthly fees.
No contract.
preventative maintenance visits.
Remote, telephone and on site support all included.

www.nsupport.co.uk

I'm sure there will be someone offering something similar in your area.

We do exactly the same, primarily North West but stretch to London / Bristol.. Focus is on customer retention.

What's your website?

Check PM's.

[segg250]

If its of any assistance the company i do a huge amount of cotract work for could manage that without a bat of an eye. I am one of their on call engineers. One of our projects is the mod and we have 3 sla's. 4-8-24hrs iirc anywhere in the country from a maintenance view. As in we can have someone onsite within those timescales dep on severity of issue and what is required.

We have yet to fail an sla i believe on our gov maintenance projects which have been running for over 4 yrs. We in fact normally way surpass our sla's.

The company can do everything from ground up.

If you wish to get in touch with them to ask questions etc pm me and i will give you the company details and a contact to speak to.

j

[lestag]

GuinnessMK said:

How do you go about procuring an IT support contract?

We have a single hp server with tape backup and UPS / 3 laptops / 2 windows mobiles with push email / 2 IP phones / 1 desktop, 1 printer. Not much of a system, but absolutely critical to the business.

How do I go about writing a support tender? Regular maintenance and problem solving as and when are really all that is required. Plus possible upgrades as we take on more staff / locations.

I know the system can be remotely managed, but would I be best off going with local companies? Big company or small?

Mike

big/small - whichever seems to be interested in you. I think a small business is more likely to be interested, based on size of your organisation.
A tender sounds a bit formal, most big companies will already have there own bolierplate SLA, but just like hiring employees, whoever you choose, ask for references of organisations that they have as clients and ring them!

If you are thinking of growing organisation and having more locations, then an organisation that covers the locations may be of some use.

I have been in IT management for 20 years and also do a bit of IT support, but i'm in New Zealand, so a bit of a drive away :-)
Feel free to PM me if you want to talk/email in detail

cheers
Dean

[TonyToniTone]

if you are running windows you can search for small business specialits near you.
http://www.microsoft.com/uk/smallbusiness/how-to-b...