by Scott Jack
Content Contributor, E-N Computers
7+ years experience in healthcare IT and tech support.
E-N Computers offers comprehensive managed IT services to equip you with a fully responsible outsourced IT department. While many managed service providers limit themselves to performing break-fix services and occasional projects, our consistent relationship-based support is focused on improving your organizational efficiency. We provide remote and on-site support, cybersecurity, remote monitoring and management, backup and disaster recovery, and consultation all for one monthly fee. If your business is regulated and has stricter security and compliance requirements, we have the expertise to assist with those as well.
This article will look at what you can expect from each component of our managed services. Let’s start by talking about how we provide day-to-day support.
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What is included in managed IT services?
Managed IT services include helpdesk and onsite support; cybersecurity including remote monitoring and management; consultation on strategy, budget, and compliance; and backup and disaster recovery.
Helpdesk
Our managed IT services plan allows any user in your organization to submit a support request, with no limit on how many requests can be made each month. A well-documented internal process ensures that all client issues are handled in a timely manner. When we receive a request by phone, email, web form, or PC agent, we triage it according to 1) number of affected users and 2) impact on business operations. We assign the request a priority level and a responsible technician or engineer.
We follow up on emergencies within 30 minutes. We also offer on-call service for after-hours emergencies. When we respond to an after-hours incident, it may incur billable hours. Whether an issue is considered routine or emergent, if the assigned technician cannot resolve it in a timely manner, we will escalate to Tier 2 or Tier 3 support until it is resolved.
Get the Managed IT Services Quick Reference Guide
Managed IT service is designed to be an all-in-one IT solution for your business. See what services are included with our managed service plans in this free quick reference guide.
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Onsite Visits
In addition to helpdesk support, we assign a dedicated on-site technician to each of our clients. During regularly scheduled visits, the technician will handle in-person support, upgrades, and other tasks. All our scheduled visits are planned with your on-staff liaison to ensure the best use of everyone’s time. We believe these visits are crucial to your long-term success because they allow us to build a strong working relationship with your staff and find opportunities to streamline your infrastructure for efficiency, reliability, and security.
Cybersecurity, Remote Monitoring and Management
Small businesses are popular targets for cyber criminals because they’re expected to have weak security. In fact, the Department of Homeland Security estimates that at least one half of all small businesses have been victims of ransomware. These types of attacks do more than disrupt your business; they can put you out of business.
Because of constantly evolving threats, we take the security of all our clients seriously. When you sign up for our managed IT services, we deploy remote monitoring and management software to keep an eye on your computer system. With RMM tools, we can make sure your antivirus, firewall, and web filtering are up-to-date and receive reports on attempted intrusions. We also take a proactive approach to software updates and patching; we automatically deploy software updates to your systems and make sure they are successfully installed. Prompt installation of software updates mitigates many security threats and ensures optimal performance of your systems.
Backups and Disaster Recovery
We encourage all our clients to maintain on-site and off-site backups. Our managed services plans include secure, off-site backups of critical servers and data. Backups are performed nightly and kept for 30 days, ensuring that in the event of a major incident, your data is protected and can be restored to a recent known-good state. The service team monitors client backups daily and proactively remediates issues with system backups.
Strategy, Budget, and Compliance
One thing that sets us apart from many managed service providers is our strategic account management process, which provides clients with regular insights and updates about the state of their IT resources. By means of regular update meetings, quarterly business reviews, and annual strategic alignment meetings, we ensure that our clients’ technology and information systems are meeting current needs and will continue to support the goals and strategy of the organization in the long term. We also monitor hardware and software for warranty expirations, license renewals, and other deadline-driven events.
To fulfill our role as a fully responsible IT department, we provide budget guidance on anticipated hardware, software, and services expenses. Quotes for deadline-driven costs are prepared for client approval well in advance of such deadlines. The account management team is also provides quotes for new hardware, equipment, and project work. All quotes and project estimates are submitted for client approval before work begins. Projects are managed using industry-standard critical path project management techniques to ensure adherence to stated budgets and timelines.
For businesses in regulated industries such as healthcare and defense contracting, we provide compliance and security auditing services. We’ll help you understand how government and industry rules affect your IT infrastructure. Then, we’ll implement technology, workflows, and staff training to reduce the risk of improper disclosures and data breaches.
With our managed IT services, you gain a proactive team that will provide support, security, monitoring, backups, and strategy. This holistic approach gives small businesses access to IT expertise normally found in larger companies, and the stability of an IT department with several technicians and engineers. If you would like to talk with someone in more detail about how managed IT services with E-N Computers can benefit your business, please contact us.
Next Steps: Learn About IT Strategies
READ: Benefits of Managed IT Services
READ: Disadvantages of Outsourcing IT Support
READ: 7 Steps to Choosing a Managed IT Service Provider
While many small businesses successfully rely on fully managed IT services, others are more comfortable having an IT person on staff to handle potential issues. It’s possible to get the best of both worlds by taking advantage of hybrid managed services, also called co-managed IT. Read our article, “Co-managed IT: Your IT team’s secret weapon“, to find out how a qualified MSP can supercharge your IT staff’s capabilities.
The year 2020 saw a huge shift to remote work. For many businesses and workers this shift resulted in greater flexibility and productivity. At the same time, it requires some adaptation if your workflows and IT infrastructure are set up for everyone to be in the office. If you’re thinking about how to improve your ability for remote work, you’ll want to read our guide on how to Make Work-From-Home Tech Work For You.
Managed IT services don’t need to break the bank. Whether you need someone to take care of everything, or to supplement your IT staff, we offer a straightforward pricing model without surprises or long-term commitments. Fill out and submit the quote form on the pricing page, and a member of our team will contact you to set up a free consultation so you can find out if we are the right partner for your business.
Take the IT Maturity Assessment
Is your business ready to weather changes, including employee turnover? Find out by taking our IT maturity assessment.
You’ll get personalized action items that you can use to make improvements right away. Plus, you’ll have the opportunity to book a FREE IT strategy session to get even more insights into your IT needs.
