The Right IT Support for Business

Business today relies on technology more than ever. As a result, there is more and more potential for frustration for everyone in the business, when something is not working or goes down.

When a computer issue causes a disruption to an employee’s ability to perform daily tasks, not only is productivity impacted but also employee frustration. Very Often this leads to an impact on the employee’s perception of the business.

When an IT problem hits a business there is no such thing as a convenient time.

How does a business overcome this challenge?

To overcome this inconvenience and the associated cost of disruption a business needs to have in place a proactive support option, or the ability to seek support quickly. A proactive support option is where the business has entered into a relationship with their IT provider to monitor their IT systems and perform regular maintenance and associated tasks as defined by their managed services plan for a monthly fee for the term of the agreement. As a general rule, the proactive nature of regular maintenance and monitoring provided under a basic level managed services plan eliminates 65-85% of disruptive downtime.

A secondary option is to have a plan of purchased hours that is then supplied by the IT provider under a remote support plan.  An example could be 3 hours. The business can call upon the provider to support them at any time through the month up to the time allowed under the plan.

Under either of these options, the IT provider would generally provide first line response by accessing the businesses network and devices through a remote connection tool such as TeamViewer.

What are the key benefits of such a plan?

Time and speed of response is a key benefit for the business. Remember that when something breaks, every minute of downtime is costing the business in terms of staff productivity. It’s not hard to see how not only it is costing the business in employees time, but it can mean not being able to earn revenue as you may not be able to create invoices or even collect the cash from the sales you have made.

By being able to connect remotely, an IT provider can immediately start diagnosing the issue and start fixing it, rather than have people sitting around waiting for the technician to arrive on site before they can commence working on the issue. This means the most important and urgent problems can be addressed quickly.

The second benefit is that the mode by which you are remotely supported is simple and not confusing for your users. As the user, you receive from your provider an invitation that requires the user to give access permission for the IT provider. Computer Troubleshooters use Industry leading highly secure remote support tools such as TeamViewer, LogMeIn, Screen Connect, etc. Once access is given then the IT provider may take control or you the user may describe the problem by showing your support technician what is happening. The outcome of this is faster diagnosis and faster resolution meaning the business is back to being productive sooner.

Access is another benefit because it does not matter where you are or what time it is providing you have an internet connection then the Computer Troubleshooters technician can access your device.

The depth of issues that can be remediated is significant. Issues like malware, removing viruses, patch updating on software, clearing disk space, printer issues, backup, email issues, office 365, password rectification/management of users and general testing of performance are just some examples of what can be supported remotely.

How can Computer Troubleshooters help your business?

All Computer Troubleshooters locations can provide remote support on demand. This means if your business is not on a managed plan then you can still get immediate help and assistance and be able to minimise the period of disruption to your business. Under this “on demand” model the normal hourly rate of the provider is charged.

Alternatively, you can engage your nearest CT location on a monthly plan that is either based on hours or based on a proactive plan of defined activities. Look at the Computer Troubleshooters BEST Managed Services plans or develop a customised plan based on your needs and requirements.

Remember, today it is all about prevention and minimising the disruption to your business.

What to do next?

Call your local Computer Troubleshooter on 1300-28-28-78 or visit our locations page on the Computer Troubleshooters website.

Public Wi-Fi – 6 Stay Safe Tips.

Avoid hotspots when you are unsure if they are legitimate or not. Remember, one tactic commonly used by hackers is to create fake Wi-Fi hotspots. If you join such a fake hotspot then the hacker can gain access to your personal information and they can possibly access your files through file sharing.

Ensure once connected, that you turn off File sharing as this will limit access to your files. Remember tip #1 Public Wi-Fi – 6 Stay Safe Tips.

You’re at the airport, a coffee shop or in a hotel, and you need to meet a deadline. To achieve this deadline, you need to access Public Wi-Fi. It is convenient, but it comes with risk. This article provides some tips to reduce your risk.

Tip Number 1: Use Commonsense.

It seems logical, but a good starting point is to think about the type of data you are sending and receiving when connected to public Wi-Fi. Aim to avoid sending or receiving valuable or sensitive information when connected.

Checking your social media, reading articles are generally safe activities, but think twice about accessing bank accounts, using credit cards and downloading sensitive documents. Limit what you do.

Choose wisely when connecting to public Wi-Fi. Connect only in places where the organisation is known and established. For example, connect at the hotel in preference to the small café across the road.

Commonsense. Why would you share your files in a public space?

If you’re visiting sites, then make certain that they have encryption and are using the HTTPS// protocol. To do this check the hyperlink in the browser and be certain you can see the HTTPS.

Tip Number 3: Use a VPN (Virtual Private Network).

If you’re in business, then you should always be using a VPN solution. A VPN creates an encrypted tunnel that allows data to pass securely over Public Wi-Fi networks. This will protect you from outsiders attempting to spy on your online activity. This VPN makes it a lot more difficult for a hacker to track your movements and steal your information.

Tip Number 4: Disable Auto Connect.

 To avoid automatically connecting to a Wi-Fi network and perhaps an unsecured one at that, disable the auto connect feature on your device. In addition, always when you have finished using the Public Wi-Fi network it is suggested that in settings you proactively select the option to “Forget this network”

Tip Number 5: Keep the Firewall Enabled.

Turning on a Firewall can prevent hackers from gaining unauthorised external access to your system. A firewall does not provide complete protection, but it is a setting that should always be turned on.

A Firewall actively monitors the data packets that come from network and checks whether they’re safe or not. If the firewall detects any malicious data packet the Firewall will block the delivery of that data packet thereby safeguarding your data from attacks

Tip Number 6: Take extra precautions to secure your devices.

No matter what device you are using (laptop, tablet or phone) ensure the device has a reputable anti-virus installed.  Ask your local Computer Troubleshooter solutions expert about the latest options available.

Ensure your software has been patched with the latest updates and version of the software. Today we are living in a world that is facing multiple new threats daily. Consequently, software providers are always releasing patch updates to protect you and to avoid costly security incidents.

Consider the usage of two-factor or multi-factor authentication. This makes it very difficult for any hacker as they need access to your second levels of authentication devices such as your phone or your SMS inbox. This is gaining strong acceptance as more services are delivered through the cloud.

Conclusion:

The above tips are the basis for ensuring that you reduce the risks of using public Wi-Fi and just may result in you not falling a victim of data theft. Most of these tips are simple, easy, relatively inexpensive and reduce the chances of cyber criminals gaining access to your valuable data.

The underlying aim is to make life very difficult for the Hackers, Crackers and Virus Attackers that lurk about looking for victims.

To understand more, please contact your local Computer Troubleshooter on 1300 28 28 78.

Further Reading:

The ACMA – Public Wi-Fi Handy Tips

The Australian Business Review – Public Wi-Fi a Security Risk

2019 = Scam Watch

Welcome to 2019 = Scam Watch.  Scams continue to grow rapidly, and they continue to evolve to elaborate making it more and more difficult for people to recognize and avoid. The Australian government through Scamwatch.gov.au continues to report that Scams are costing the broader community significant amounts of money. Not only consumers but business as well with Small to Medium businesses being a very specific target.

Not all scams are related to the internet but the radar watch on scams reports that YTD October 2018, there was 15,195 reported incidents of which 9% involved a financial loss and $4.966 million had been lost. The key methods for delivering a scam are phone, email, text messaging, the internet and mobile applications.

As the variety of scams continues to grow, and the best form of defense is education and ensuring your IT systems are up to date with virus protection, that your data is backed up and that you are effectively managing access to your systems and email.

The criminals have continued to become more sophisticated with their ability to make an email to appear it is from a legitimate company. This hack involves a company receiving an email re the payee’s bank details have changed and that their invoices for services/goods should be paid to this new account.

In January there is an expectation that more scams involving online shopping, donations to fake charities and investment scams will have been reported over the Xmas period.

Understanding the Scams

Hacking is when the scammer gains access to your personal/business information by using technology to break into your computer, mobile device or network.

Some examples are to trick the user into installing some malware (software application) onto your computer and then that software works in the background to collect personal information such as banking records, passwords, credit card numbers etc.

Once they have this information, they use it to commit fraudulent activities such as identity theft or credit card theft or even directly transfer money to their accounts from your account.

Identity theft is where a person uses someone else’s identity to steal money or gain other benefits.  A common method is Phishing, which is where you are contacted either by Phone, email, text, social media and then without suspecting anything you provide personal details.

This method equally applies to businesses but is referred to as Whaling or spear phishing. The scammer targets the business to gain confidential information for fraudulent purposes. Usually done by email that is sent to either a group of employees or a specific senior executive. The design of the email looks like it has been sent from a trustworthy source, with a subject that captures the eye as it is a critical business issue that the requires the recipient to act by going to a fake website and prompting them to enter key confidential information.

 What are some of the scams?

The following list is not exhaustive, but they give you an idea of where you might encounter a scam.

Holiday accommodation scam: this is where scammers are asking for a payment for something that does not exist. Means fake online websites, fake vouchers unusual practices like paying everything in total (especially bigger trips) with no deposit.

Flight booking scams: same approach using online techniques through fake websites you pay to turn up at the airport and you do not have an authentic flight ticket

Online shopping scams: the scammer tricks through fake classified ads, auction listings, and bogus websites. You purchase but never receive the goods and the website is often only there for a very short period.

Celebrity endorsement scams: these types of scams involve a loss of between $100 and $500. This scam involves signing up for a free trial and providing credit card details from fake websites where they use celebrities to endorse the product without the celebrity’s knowledge.

False Billing: They request you or your business to pay fake invoices for the directory listing, advertising, domain name renewals, or office supplies that you did not order. This type of scam has grown by 33% in 2018. It is a sophisticated scam created through email compromise (BEC, Business Email Compromise). Losses of up to $2.8 million have been reported in 2018.

What are the key things you should do to protect yourself or business?

The following items are not listed in any order, but you should at least implement these items to mitigate the risk.

1. DO an annual Security IT assessment and act on the recommendations.
2. Do ensure your Antivirus software is up to date and is maintained weekly. Ensure you have a weekly maintenance schedule where this is checked and updated
3. Do have a person responsible for maintaining and regulating your user profiles for your computers and email services.
4. Have IT security as a regular point of discussion at your team meetings Share stories and examples so your team becomes more educated at identifying possible threats.
5. Ensure you have a backup and that it is checked regularly that it worked at the last scheduled backup time.
6. Install a password manager for all staff

How can Computer Troubleshooters help you?

As a small business, you probably won’t have the time or the resource to undertake all the above, which is why are joining forces with Crest Australia to conduct IT security assessments that have been backed by the Australian Government with rebates on the fees. Learn more on this Federal government program.

Our Protection Plan service is directly aimed at small to medium businesses which is aimed at allowing you to focus on your business while we focus on your IT security giving you the confidence and peace of mind on this business issue.

Call 1300 28 28 78 for your nearest local Computer Troubleshooter

What You Need to Know About Office 2019 for Windows and Mac

Washington-based tech giant, Microsoft, recently launched Office 2019 for Windows and Mac, the direct successor of Microsoft Office 2016. With this new on-premises suite comes new versions of Word, PowerPoint, Excel, Outlook, Publisher, Access, Project, and Visio. Determine whether or not it’s time for your organisation to upgrade by reviewing commonly asked questions about Office 2019.

Common Questions:

About Office 2019 for Windows and Mac

Many Office users are apprehensive to make updates to their computers, and understandably so. From Office 2019 to Office 365, it can be difficult to stay up-to-date on Microsoft’s latest products. To help your organisation make a more informed decision on which version of Office to use, review the following FAQs.

Who should upgrade to Office 2019?

According to Microsoft, adopting the cloud is a journey that not every user is ready for. To accommodate those businesses and individuals who aren’t prepared to move to the cloud, Microsoft developed Office 2019.

Commercial volume license users can enjoy Office 2019 in September 2018, and all other users– both commercial and consumer– can upgrade in October 2018.

What will Office 2019 include?

Office 2019’s new features allow users to manage work more effectively and develop more impactful content. Some of the most notable Office 2019 features include updates to the following Microsoft programs:

• Word:New text-to-speech and learning features, improved accessibility, enhanced inking capabilities, and black theme
• Outlook:New focused inbox, updated contact cards, and @ mentions support
• Excel: Enhancements to PowerPivot and PowerQuery, new functions, funnel charts, timelines and 2D maps
• PowerPoint:Roaming pencil case capabilities, enhanced zoom, and 3D image management.

It is important to note that while Office 2019 is equipped with a subset of features available to Office 365 ProPlus users, it is not part of Office 365. Additionally, Office 2019 will not receive feature updates aside from security updates and bug fixes.

If you’re looking for a productivity suite that offers more features and delivers updates on a regular basis, consider upgrading to Office 365–a subscription service powered by the Microsoft cloud. Microsoft boasts that Office 365 is the most secure and productive option for users.

Does my organisation have to upgrade to Office 2019 for Windows and Mac?

Originally, Microsoft announced that as of October 13, 2020, all users would need Office 365 ProPlus or Office 2019 in order to connect to Office 365. The company has recently revised that policy and will continue supporting Office 2016 with Office 365 services through October of 2023. That being said, your organisation doesn’t have to upgrade immediately, but be sure to do so before the support deadline.

Will Microsoft release on-premises versions of Office after Office 2019?

Although Microsoft is focusing on cloud-based innovation, it acknowledges that customers are at different stages of the cloud adoption process. In order to support all customers until their move to the cloud, Microsoft will continue to release on-premises versions of Office.

For more information on Office 2019 for Windows and Mac, please review Office 2019 FAQs or contact your local Computer Troubleshooters office for consultation services.

Your local technology experts can help you or your business make a decision that best fits your needs and budget. Plus, we can help you plan and execute an upgrade strategy to ensure your data is backed up and secure.

Please Note

This article has been sourced from the Computer Troubleshooters.com website and is written by Kim Weinberger National Director Business Development -Computer Services for Computer Troubleshooters Global.

Data Breach Laws for Business

As from the 22^nd February 2018, all organisations in Australia that are regulated by the Privacy act 1988 are subject to the requirements of the act covering a data breach. An organisation is required to notify any individuals likely to be at risk of ‘serious harm” because of a data breach, together with the Privacy Commissioner.

In understanding an organisations requirement it is highly recommended that an organisation seeks legal advice and guidance from the Australian Government Office of the Australian Information Commissioner website

 Which data breaches require notification?

The criteria is based around the term “likely to cause serious harm.”  A breach occurs when personal information is held by an organisation is lost or subjected to unauthorised access or disclosure.

Examples:

• A device that is lost or stolen and contains customers personal information
• The hacking of your databases that contain personal information
• Where personal information is supplied mistakenly provide to the wrong person

Organisations covered by the Act?

If your organisation turns over 3 million then you have obligations under this act.  This threshold applies to all types of organisations including Not for profit.

Note there are exceptions to the 3 million criteria and an organisation needs to seek advice as to whether they are coved by the act. If you do not turn over 3 million it does not mean you’re exempt as The Office of the Australian Information Commissioner website highlights some of the following exceptions to the 3 million threshold:

• Entities that provide health services
• Entities that trade in personal information
• Credit reporting bodies
• Employee associations registered under fair work

The above list is not exhaustive.

Assessing a data breach

• If an entity has reasonable grounds to believe that it hasexperienced an eligible data breach, it must  promptly notify individuals and the Commissioner about the breach, unless an exception applies
• In contrast, if an entity suspects that it mayhave experienced an eligible data breach, it must quickly assess the situation to decide whether or not there has been an eligible data breach
• An assessment must be reasonable and expeditious, and entities may develop their own procedures for assessing a suspected data breach.

For example, misplacing a computer or a USB stick that contains personal information where the device can be recovered by a third party would almost certainly be an eligible data breach. (source www.rk.com.au/insights/australias -new-data-breach-notification-law-what-does-it-mean-for-you/)

What are the 4 key steps if data breach occurs?

They following information is sourced from the Office Australian information Commissioner website

• Contain
• Assess
• Notify
• Review

Contain the data breach to prevent any further compromise of personal information

Assess gather the facts and evaluating the risks including potential harm to affected individuals and where possible taking remediate any risk of harm

Notify the individuals and the commissioner as required by the act.

Review the incident identify and consider the actions that can be taken to prevent future breaches.

Do you need a response plan?

In short it is good business practice for an organisation to have a response plan. The plan is a framework that sets out the roles and responsibilities involved in managing a data breach. It also outlines in a descriptive format of the steps an entity will take if a data breach occurs.

Your data breach response plan should be in writing to ensure that your staff clearly understand what needs to happen in the event of a data breach. It is also important for staff to be aware of where they can access the data breach response plan on short notice.

You will need to regularly review and test your plan to make sure it is up to date and that your staff know what actions they are expected to take. You can test your plan by, for example, responding to a hypothetical data breach and reviewing how your response could be made more effective.

A checklist of what the plan should cover

Source www.oaic.gov.au/agencies-and-organisations/guides/data-breach-preparation-and-response

Use this list to check whether your response plan addresses relevant issues.

Conclusion

This is a complex and confusing area of the law and all businesses should read widely and seek advice from the appropriate qualified personnel your legal representative.

Where does Compute Troubleshooters help you? We offer a range of services that are aimed at minimizing the risk associated with your organisation being impacted by a data breach. For more information contact your local Computer Troubleshooter on 1300 28 28 78.

Office 365 vs. Microsoft 365 – Confused?

Please explain

Today’s business environment continues to move to the cloud and the associated cloud applications which entail a monthly subscription fee. Included in this trend is the continuing evolution of products and services with an increase in vendors and providers using a bundled approach that adds increased applications.

What happens in this situation is that often product and service names feed off each other. In the case of Microsoft 365, it is basically an extension and an increased bundle offering on the baseline product of Office 365.

I already thought I was using Microsoft 365?

Because the names are so similar and the fact that Office 365 is included in Microsoft 365, it is easy to see why businesses may think they have Microsoft 365 when in fact they only have Office 365.

Office 365 is a cloud-based suite of productivity tools including Outlook, Word, Excel, PowerPoint and other applications based on whether you have purchased the Essentials, Business or Enterprise packages.

Microsoft 365 is Office 365 plus Windows 10 Enterprise, Enterprise Mobility and Security.  Microsoft 365 includes a simplified device deployment and user set up console.

How is Microsoft 365 paid for?

Both Microsoft 365 and Office are paid for by a monthly subscription fee. The fee payable depends on the number of users and the package level purchased.

If you are not certain which package you should buy, it is recommended that you seek assistance from your local Computer Troubleshooter who can, when talking to you, assess your needs and be able to determine which package you need to meet your specific circumstances.

Why Microsoft 365 over Office 365?

The key difference is that Microsoft 365 delivers an integrated platform that incorporates the office 365 productivity applications with the security of Windows 10. No more managing separate licenses and ensuring all your hardware has the latest versions.

Microsoft 365 has been built with small business in mind and the subscription-based model is very cost effective. A business owner can focus on their business while having the peace of mind that their data is protected, employees can collaborate, and communicate effectively anywhere on any device. This enables the business to grow without technology roadblocks.

Key benefits are:

If you are already using all the separate pieces then switching is an easy yes as it will be more cost effective, less time consuming and less expensive to manage.

Enhanced productivity of your team. By implementing Microsoft 365 they can more effectively collaborate with each other. Users can work on a variety of devices and they can be anywhere when working. The inclusion of Skype for Business can also mean you can still have meetings no matter where people are. This delivers enormous cost savings to a business in both physical costs and in minimizing the downtime of employees through travel.

What is the best way to implement a switch?

Nothing is as simple as flicking a switch, all products and services have a variety of setup and implementation requirements. It is highly recommended that to ensure the quickest and most effective change over that you look at working with an established Microsoft partner such as your local Computer Troubleshooter who backs their work with a 100% guarantee.

It is highly recommended that you look at incorporating ongoing support from your local Computer Troubleshooter through one of the many support plans provided. Remember that with continual issues around security you need to ensure that all your policies related to passwords, user access, and email access are current and being proactively looked after.

Concluding Thought

50% of the global workforce will no longer be linked to a physical desk by 2020. Employees will work from various places and require the ability to communicate, collaborate and access vital information from a range of devices with maximum security.

59% of employees expect that their employers will provide them with the state of the art technology and tools of the trade when looking to move to a new role.  Small to medium Businesses can lead the way by ensuring they are providing their employees with tools such as Microsoft 365 or Office 365.

To make certain you are taking advantage of these local technologies call your local Computer Troubleshooter on 1300 28 28 78 for a chat about your challenges and needs.

Cyber Security Update

According to the Australian Cybercrime Online Reporting Network, a snapshot for the period ending 31 March 2018, showed that the top three cybercrimes reported have not changed in the past 12 months. The three top cybercrimes are Scams 51%, Purchase scams, 22% and 7% cyberbullying.

The biggest age bracket that falls victim to cyber-crime has also not changed in the last 12 months. The age bracket most susceptible being, the 20-40-year-old age bracket with email, social networking and website advertising, as the three top targets of cybercriminals.

For the residential non-business person, it is important to continue to think of Mobile devices as mini computers. Mobile device users must use a password, be aware when using Wi-Fi networks and ensure that they log out at the end of a session. Spam filters and a reputable Anti-virus solution needs to be deployed across all devices.

Other factors to consider are ensuring that you do not open unknown links or attachments that arrive in an email, protect your passwords and do not give them out under any circumstances. Remember there are a lot of people who have false identities on the internet. They are not necessarily who they say they are.

Is it any different for Small to Medium Business?

The small to medium business environment continues to face the threat of cyber-security daily. The Stay Smart Small Business guide highlights that 59% of Australian organizations have their business interrupted by a cyber breach every month. Cybercrime reports indicate that 43% of all cyber-crime targets small to medium businesses and that 80% of hacking-related data breaches involve weak or stolen passwords.

This is no comfortable environment for small to medium businesses to operate in. Reports and statistics continually show that a small to medium business needs to have the right support in place, so they can have confidence that they can minimize and mitigate the risk of cyber-crime. This is where Computer Troubleshooters are well placed to provide this assistance and guidance to a small to medium business. Computer Troubleshooters have a range of proactive subscription-based plans that target the needs of Australia’s small to medium businesses.

What’s the impact of a security breach?

A recent Telstra Security Report 2018 identified that the loss of productivity is the major impact followed by corrupted business data, loss of intellectual property, loss of reputation, loss of customers, loss of trust from customers and partners and increased stress to workers.

This is not new, but it highlights the need for businesses to adopt the approach of being alert, prepared and responsive.

What does alert, prepared and responsive mean?

Alert means that the business is aware of the importance of having a strategic and an action plan to ensure that it is minimizing and mitigating the risks to its business. It’s a constant discussion topic between the employees of the business and the owners, sharing of experiences take place. Policies are developed to minimize risk.

Prepared means undertaking steps such as developing an action plan, investing in a program of education for staff, conducting regular security audits so you’re aware of the risks, investing in software across the endpoints and network structures to minimise risks, implementation of a back-up solution, and engagement of a trusted technician to effectively support the organisation.

Responsive means that the organization has in place a proactive support plan that is provided by their trusted technology partner such as Computer Troubleshooters. Some elements that are being undertaken proactively are such things as patch management across all applications and operating systems, application whitelisting, management of administrative rights and network access, proactive policy implementation around password management, monitoring that the backup solution is working, implementation of the latest technologies and processes such as two-factor authentications.

How can Computer Troubleshooters assist you with Cybersecurity?

Start with a security audit and discussion about your business security needs. Seek information from a local expert who can guide you through the key questions you need to address for the size of your business.

Review the plan options around the Total Protection Plan, incorporated with a Microsoft Office 365 discussion, understand the backup options and finally ensure you have monitoring and at least patch management included in your plan to minimize the risk of a cybersecurity breach.

The Office Australia Information Commissioner Quarterly report identified that the biggest source of reported data breaches was caused by Human error, closely followed by malicious or criminal activities. The message is, do not forget to educate your staff.

For further assistance call your local Computer Troubleshooter by calling 1300-28 2878 or visit www.computertroubleshooters.com.au

Helpful links

http://www.asbfeo.gov.au/sites/default/files/documents/ASBFEO-cyber-security-research-report.pdf

https://www.staysmartonline.gov.au/get-involved/guides/smallbusinessguide

http://blog.cebit.com.au/what-the-norton-smb-cyber-security-survey-2017-reveals-about-australian-small-businesses

https://www.oaic.gov.au/

https://www.telstra.com.au/business-enterprise/solutions/security/security-report-2018

IT Service and Support

Changing role of IT Service and Support

The role of IT Service and Support is changing with the increased reliance on technology in small to medium businesses today. It has shifted from being one of repair and fix to one of being an enabler and an advisor.

A business not adopting this approach will find that in the long term that, it will be always reactive, missing opportunities and end up with an IT infrastructure, tools and processes that are out of date and costing an arm and a leg. This can be avoided where the role of IT service and support is broadened to one of prevention and strategic advice.

How to tell, how your business approaches IT service and support?

Entering an organization and talking with the staff is a good indicator for understanding how an organization is viewing the role of IT service and support. Frustration and low confidence in being able to rely on the IT infrastructure in performing their roles will give a good guidance on the approach being taken.

If it’s letting them down they will talk amongst themselves and comments like, I just cannot complete my work efficiently thanks to the speed of the internet. Or maybe something along the lines of we missed the deadline for that customer proposal the other day thanks to the slowness of my computer will be prevalent throughout the organization.

Yes, poor morale in an organization and frustration with IT technology being able to support staff in the performance of their day to day duties is an indicator of adopting a traditional break and fix approach.

The support and service team will be focused on fixing the network that breaks constantly, performing maintenance regularly across machines are slow, do not have the latest software patches, removing tools introduced by staff that are not part of the standard operating system.

The consequence is that the discussion on IT is always about fixing issues rather than on working out how IT can add value to your business through increases in productivity, adding to the customer experience, delivering increased profitability.

How to cope with the fast evolution of technology?

Technology continues to evolve and change at a rapid pace and with this change comes the increased opportunity for small to medium businesses. Once the technology was really the domain of big business that is not the case today and for many small to medium business owners the question is how to take advantage of these technologies, so they can compete more aggressively and deliver on their promises.

This changes the nature of what a small business s looking for in terms of service and support. Not only do you want the technical knowledge, but they want an IT Service provider that can be a strategic partner by adding value to the business.

Do you have control over your Data?

It does not matter what size the business is, nearly all employees are bringing their own devices to work and using these devices within the Businesses network and infrastructure. This spells danger and means that as a business it is very hard to know what devices are being used to access company data.

Without a proactive support plan where you have a provider monitoring and implementing and activating policies that protect your organization from unauthorized access then you are increasing the risk of data loss and the associated impact.

Who maintains and controls the access to your systems when an employee leaves?

The support provided to a business today is more than just fixing computers, repairing networks, and installing software. Managing the movement of people into the business and from the business is a key activity of support today this includes enabling, maintaining and removing email accounts, monitoring and enforcing the password policy across the businesses network infrastructure. All with the aim that a business can act with confidence that their data is safe and secure.

What are the support and services solutions for a business today?

Each Business will have their own needs and views so there is no one solution that fits all businesses. In some instances, it is better for a small business to take small steps in transitioning to a more proactive approach. This enables them to gain confidence with a more proactive approach and monitor the impact on the business before fully committing to a fully-fledged managed services model.

Approach 1 – Purchase a block of Hours

This is where the customer commits to pre-purchase a block of support hours from a Computer troubleshooter and when these hours have consumed another block of hours is purchased. Because you are paying upfront the hourly rate is likely to be at a better value than if just a normal break-fix hourly rate.

At Computer Troubleshooters the services provided for that block of hours will be defined for you what is not covered. You will be able to discuss add-ons for the services not covered.

Approach 2 – A subscription plan

This is where the customer decided to pay a monthly fee for a range of services provided by the IT Service Business. This in effect is a Managed Services solution.

At Computer Troubleshooters we offer a range of subscription plans covering various aspects of your situation. For instance, we have a Total Protection Plan that is focused on ensuring you have an anti-virus solution, some backup and a little bit of system maintenance. Your plan might be focused around Microsoft office 365, hosted email, password management and user access.

You may be looking for a much broader plan which covers a lot more monitoring and maintenance activities supported by IT strategy reviews which are known as our BEST managed services plan.

For further information Call 1300-28-28 78 or www.computertroubleshooters.com.au

VOIP Reshaping Business Communications

Voice communications over the Internet Protocol (VOIP) delivers a range of benefits to businesses when looking at the challenge of Business communications. The key benefits that have driven the growth of VOIP are cost-savings, efficiency flexibility, and scalability.

Francisco Soliano JR Managing Director of Computer Troubleshooters East Perth sees “the biggest factor for clients in deciding to implement a VOIP system is cost-effectiveness and the speed with which a system can be deployed minimizing disruption to the business.”

A solution for communication needs to cover smartphones, landline communications and video conferencing, hence the term Unified Communications is often used when discussing a solution.

What are some of the trends impacting communications?

The introduction of modern technologies continually changes the way society acts, expectations and behavior. Think how the introduction of email has disrupted traditional mail, the introduction of the mobile phone and wireless technologies have all impacted on the way we communicate and act.

Some of these changes are:

• The need to be constantly and immediately available, when we call somebody we expect an immediate response. Expectations are you can be reached anytime, anyplace from anywhere.
• Technology is constantly developing and becoming increasingly available at a value that most businesses can afford. What this means is that more and more functionality and sophistication is available to smaller and medium-sized businesses.
• The cloud enables people to be able to access their data (work-related files) and applications wherever they are. This increases productivity and flexibility within organizations it also allows organizations to unify all their hardware and software.
• The usage of chat and messaging tools is becoming more prominent in businesses. These tools are underpinning how organizations think of the customer experience with the aim to be more customer focused. What is important though that these tools become integrated as part of the communication systems and the data is kept for reference. Quicker and easier than email means less time spent on communications equals an increase in productivity
• Voicemail is not quick enough and often you repeat yourself when the person calls you back. In a lot of cases, they have not even listened to the message. Repeating yourself. Often this is where messaging somebody can be more effective.
• Communication capabilities can be integrated rather than having disparate solutions. If it’s integrated using a simple package, then you can move seamlessly from application to another without loss of time.
• The price and capability of the technology continue to come down meaning it is a viable option no matter what your business size is.
• Improved quality of picture and audio when undertaking virtual conferencing means that more and more meetings across all areas of a business operation are being held. This delivers real and significant savings to an organization in today’s competitive landscape.

What does this mean for a business today?

It means that if you have not at least assessed the area of VOIP and Unified communications then you may be limiting the capacity and viability of your business to compete against your competitors.

The starting point is to have a discussion with your IT provider about Unified communications and understand what your options are. One consideration in the discussion is the whole issue of security of your networks. Why? Because if using a VoIP then the solution sends the calls through the same path your network used for internet and other traffic.  This naturally increases risk hence the conversation needs to cover security.

How can Computer Troubleshooters assist?

The local computer troubleshooter can consult with you about your requirements and then assist you in selecting a provider and then assist in the changeover.  Computer Troubleshooters East Perth Managing Director Francisco Soliano Jr recommends the Fonality solution because of the ease and speed of deploying the Fonality system. Effectively the handsets are pre-configured and in effect, it’s a plug and play system. The costs are clear and the flat fee model of Fonality makes it easy to understand the costs and the returns.

Call 1300 28 28 78 to locate your nearest Computer Troubleshooter for a discussion on your needs.

Recovering Data Files

Virtually every day, Computer Troubleshooter’s engineers receive an inquiry from small business clients and residential customers asking for assistance with recovering data files. By the time they call, panic has set in as they fear that they have lost their valuable information. The client is often willing to do anything to recover the file and the valuable information contained in the file.

In today’s environment clients are constantly storing data in digital format using a variety of devices. The risk of human error is ever increasing, and it is a known fact that over a quarter of data recovery requests are a result of human error.

Customers are often relieved when they hear that accidentally deleted files have the greatest chance of being successfully recovered. It is still a complicated process and often involves using data recovery software to achieve the recovery. Data recovery software is required to examine the storage of the computer to find the remnants of the deleted data files and then extract them back into a recognizable form.

Computer Troubleshooters recommend that if the information is valuable then you should have a data backup solution in place. This applies to residential clients as much as business clients. Key elements of this solution today are to include a cloud storage element enabling you to recover files quickly and efficiently. Computer Troubleshooters also recommend that the solution needs to include regular maintenance checks confirming that your data has indeed been backed up. Look at our affordable monthly subscription plans.

What to do if you accidentally delete a file?

Don’t Panic – we recommend that you keep the computer turned on, and all applications open while you investigate the simple solutions below:

• Deleted Items– if an email, check the deleted items folder (it is generally near your inbox) this holds all deleted emails until you close your email application. If you can see your deleted file in the deleted items folder just click & drag across back into your inbox. File restored.
• Recycle Bin– if the file deleted was a document or image file, check the recycle bin, which has an icon that is generally found on your desktop, click on the icon, it will show you deleted files that are awaiting permanent deletion (generally these are deleted when the computer powers off), just click and drag back to your desktop.
• AutoSave–applications such as word and excel have an Autosave function that can sometimes save an automated version copy. Within the application click on the top left Office button which will show a menu that includes an item such as Word Options & Save Options, this will generally show the autosave settings and the file location of the autosave directory. You can then go to the indicated location and recover the deleted file (this may vary depending on which version of Office is installed).
• File Search– Use the Microsoft Search function located in the Start Button (on the bottom left) to try to find your file as you may have saved into the wrong directory or you may find an older version.

If you tried these simple solutions with no luck, then it may be time to get serious,

• Restore Backup Files– if you have a backup in place you should be able to restore the file back on to your main computer hard drive. Of course, it will only be a version available from the last time you backed up. It will depend on where and what software you are using for your backup as to how this needs to be done.
• Software Retrieval – this will mean you need to consult a professional to use data recovery software to interrogate your drive, find, & restore your deleted files. Do not run any disk cleanup or defragmentation tools in the interim as these will overwrite drives which may contain your deleted files. Call your local Computer Troubleshooters for this professional service.
• No file found – of course, we do find times when even we can’t retrieve an accidentally deleted file, that’s when we call in our data recovery partners. Our data recovery partners have specialist equipment, software and use dedicated data recovery technicians to extract hidden data.

After completing the above procedures you may have recovered your deleted files. Of course, being proactive about protecting your data is always the best protection. Back up regularly whether it’s for your business or your personal data. Denial is not a river in Egypt.

Even with a tested and reliable backup system, sometimes unexpected accidents can still happen. 74% of data recovery involves physical damage or corruption which can happen to all data storage devices including hard drives, cell phones, and memory sticks.

For the more sophisticated problems we can use our Data Recovery Partner for the following specialized data recovery services:

• Hard Drive Recovery: Hard drives are becoming increasingly less common in laptops. External storage devices are in greater use but are at greater risk of being dropped, damaged and compromising your data.
• SmartPhone and Flash Drives: Flash drives are no moving drives problems such as deleted files, corrupted partitions, file system damage and physically damaged devices can be remedied by their recovery experts.
• Notebooks, Tablets, Digital Cameras and MP3 Players: recovery services for Notebook PCs and Tablets. Damaged image or audio files can also be recovered.

Computer Troubleshooters is Here to Protect You and Your Data

If you have accidentally deleted files; don’t panic, if approached logically the deleted files can generally be retrieved.

If you need for help recovering a deleted file, or more serious data recovery services, or assistance in establishing solution call Computer Troubleshooters and one of our technology professionals can help you.