We are pleased to be able to offer a wide range of IT support services, from the basics of problem PCs, email and printer queries, to dealing with major incidents and helping our clients stay up and running.
Desktop Support
This covers anything that can be resolved without venturing into the comms room or working on the servers. Most call outs and queries relate to password issues, viruses/malware, loss of connectivity or PC hardware issues. We attempt to deal with most of these queries remotely (either on the phone or with remote access), but will visit whenever that it is necessary or where the user or client would benefit from having the issue explained and resolved in person. In many cases Desktop Support issues can be significantly reduced by making processes and systems work better, or by providing a bit of guidance on other ways to solve the same problem.
Server Support
We have experience configuring and supporting and administering servers running both Windows and Linux. Depending on your network design, these may be centrally hosted in purpose built data centres and shared with other users, or located in your comms room. We will ensure that the servers are kept up to date and will recommend that they are monitored automatically to reduce the impact of hardware failure. Where servers are performing badly or are overloaded we can spread the load onto other boxes or identify the software that is causing problems and propose a solution. Using remote management allows us to resolve many errors without a visit to site, which reduces costs and improves response times.
Backup Implementation
The value of a business's data and its reliance on IT is frequently only identified where an incident occurs that causes business interruption. Maintaining regular recent automated backups means that when there is an incident, the amount of data loss is minimised, as is the length of time where the business's effectiveness is degraded. Few companies are meticulous enough to have reliable manual backups (changing tapes or memory sticks and putting them in the safe for example), and many types of automated backups are vulnerable to other risks, such as ransomware, fire, theft or malicious damage. Enterprise Systems recommends that all of our clients work with us to configure, review and test their backups regularly to minimise the risk of data loss and the impact on their operations. We can offer a comprehensive range of local, remote and cloud storage options, together with automated scripts and notifications which provide you with peace of mind.
Related: "Backup", "Recovery", "Business Continuity"
G Suite Support
Enterprise Systems is a Google Partner and reseller, so we are familiar with G Suite (which includes GMail, Drive and Docs). We can help you use these tools in a similar way to Microsoft products, but with the benefits of 'cloud' hosting and the ability to collaborate (work on the same thing at the same time) much more effectively. We can do this in training sessions or workshops, or with worked examples using your existing data and documents.
Related: "GMail", "Google Drive", "Google Apps"
Security Services
By taking a few simple precautions you can prevent and reduce the impact of all but the most determined, persistent and well resourced attacks on your business. It isn't all high tech either, with many common vulnerabilities relying on scams and confidence tricks. By ensuring that your network, servers, PCs and staff are prepared for common attacks and incidents, your likelihood of encountering problems is dramatically reduced. We're always keen to check things over for you and offer advice.
Staff Security Training Services In order to check that your staff are familiar with standard good practice, we are able to offer short sessions covering how your staff should use your systems safely. These are best targetted to each client, so some familiarisation with your software and infrastructure is best arranged beforehand. We will discuss potential vulnerabilities, how others might seek to exploit them and how best to guard against them.
Password Management Services A small business with 10 staff will typically have between 20 and 100 sets of credentials (usernames and passwords), covering everything from Internet banking and credit card management to remote access, server hosting, and portals from customers and suppliers. All too frequently these credentials are widely shared and include repeated or easy to guess passwords. We will review these credentials with you (without viewing or recording the passwords) and will go through the options that you have for sharing and securing these details. This will allow the management to take back control of the credentials and will provide visibility on who is authorised to do what.
Monitoring and Alerts Services Even with regular reminders it is hard to carry out all of the periodic checks and activities that are necessary to ensure that your business's systems have sufficient capacity, are backed up and are running correctly. We are frequently called out to help when a system has finally failed despite having shown warning signs for months or years. We can set up robust and completely automated monitoring systems which will generate email or text message (SMS) alerts when a problem is encountered, allowing our clients (or us on our clients behalf) to start working on a fix before the users or customers even report a fault condition.
Ransomware Protection Services Unfortunately the use of ransomware and similar software is on the rise. The increased use of shared drives and collaboration spaces allows ransomware to spread quickly through networks, rendering every accessible file useless. In some circumstances this can even affect the backups, leaving no option but to pay or accept data loss. We can help you structure your permissions systems and use collaboration methods that are resistant to ransomware. We can also protect your backups from being accessed by infected machines. A combination of these approaches can lead to ransomware incidents being restricted to an inconvenience rather than a major incident.
Related: "Malware Protection"
Maintenance Contracts
Regular servicing and health checks can help increase the lifespan of any piece of computer hardware. Whether it be servers or printers, we can arrange regularly scheduled visit to check on the health of your machines, and also set up automated health checks so that we get an early notification of a potential issue.
Related: "Automated Health Checks"
Callout Service
Remote support or scheduled visits are not always enough, and should it happen where an on site presence is required to resolve any issue, we are always happy to travel to help resolve issues. We can carry out any work which may cause disruption to users outwith office hours, this can include office/desk moves, server maintenance or extended work on someone's machine
Related: "24/7 Support"