How We Work
We believe that our success is linked to our ability to help you succeed. We become part of your team, not only to provide you with support, but to act as an integral partner in your business.
We deliver more than just reactive support services for when problems occur. In fact, that is only a small part of what we will do for you.
Our professional services team is divided into 3 special groups, each responsible for a particular part of the on-going management, support and planning/consultancy of your practice computer systems.
- Proactive ‘Systems Administrators’
- Reactive ‘Support Helpdesk’
- Consulting ‘Virtual Chief Information Officer (CIO)’
Proactive Technology Management
A dedicated Systems Administrator will proactively maintain your practice computer systems using both our advanced systems management platform, as well as manually, to ensure we see and hear every heartbeat and hiccup your systems make, maintain your software updates (Microsoft Windows, Office and your practice software as needed), check your anti virus, anti malware, backup systems, as well as keeping your personal Site Documentation up to date.
A Systems Administrators will continually inspect and re-align your practice computer systems with our best practices, developed over 13 years of business, with input from some of the top minds in the IT industry around the world.
Reactive Support Services
Our Support Helpdesk is available to your business between 8.30am and 5.30pm, Monday to Friday (excluding Public Holidays) for remote support assistance.
The members of our Support Helpdesk are highly trained in our best practices, common business software, and the common line of business applications used in your practice. Their goal is to provide you with a quick resolution to your computer problems so that you and your team aren’t sitting around all day unable to work.
Probably one of the most important aspects of our service is Consulting.
When we partner with your business, we take on the role of your IT Manager / Virtual CIO, tasked with the responsibility of overseeing the design, management, maintenance and support of your business technology.
We want to be involved in the planning stage of any future business technology investments. We will ask the tough questions, and do the research into any new investment to ensure that your business is investing in solutions that will enhance your efficiency and not result in an increase in computer problems, slower work flows for your team, and therein a negative impact on your business.
We will act as the liaison between your team and your 3rd party vendors, be they photocopier, telephone system, line of business application vendor, internet service provider, or any other technology based 3rd party your business deals with.
We will “talk tech” to them and navigate their processes to ensure your business receives the level of service you deserve, and if we feel that a vendor is not meeting your needs, we will help you find one that will!