Managed Services For Staff

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Overview of managed services tech support for staff

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Managed Services For Staff

  1. 1. Tech Support <ul><li>Computer Monitoring </li></ul><ul><li>Spyware Protection </li></ul><ul><li>Virus Protection </li></ul><ul><li>Removes Temporary Files </li></ul><ul><li>Windows Updates </li></ul><ul><li>Monthly Defrag </li></ul><ul><li>Help Desk </li></ul><ul><li>Server Maintenance </li></ul>
  2. 2. Computer Monitoring <ul><li>Checks for low disk space and serious system errors </li></ul><ul><ul><li>i.e. Hard drive failures </li></ul></ul><ul><li>Alerts go to Npower staff </li></ul><ul><ul><li>Attempt to backup and replace before failure </li></ul></ul>
  3. 3. Spyware <ul><li>Scans and removes spyware daily in the background </li></ul>
  4. 4. Antivirus <ul><li>Antivirus is updated every 4 hours </li></ul><ul><li>Scans run weekly on Sunday </li></ul>
  5. 5. Temp File Removal <ul><li>Temporary Files removed (Tues and Fri) </li></ul><ul><ul><li>Temporary Internet files </li></ul></ul><ul><ul><li>Installation files </li></ul></ul><ul><ul><li>Log files </li></ul></ul><ul><li>August 2007: 245,176 files – 6.5GB </li></ul>
  6. 6. Windows Updates <ul><li>Windows Updates deployed Thursday thru Monday </li></ul><ul><li>Ensures critical updates are installed on every computer </li></ul><ul><li>Updates are tested for reliability </li></ul><ul><ul><li>Minimize patch failures and errors </li></ul></ul>
  7. 7. Defrag <ul><li>Defrag runs monthly </li></ul>
  8. 8. Keep Your Computer Turned ON <ul><li>Computers need to be left ON for maintenance and monitoring </li></ul><ul><li>Logoff but keep power on </li></ul><ul><li>Reboot computer once a month </li></ul><ul><ul><li>Set a reminder in Outlook? </li></ul></ul>
  9. 9. Help Desk (new & improved) <ul><li>Toll Free – Unlimited Calls </li></ul><ul><li>24 x 7 support </li></ul><ul><ul><li>M-F, 8am to 10pm  direct to help desk </li></ul></ul><ul><ul><li>Weekends and after 10pm  call service contacts on-call technician </li></ul></ul><ul><li>Remote support </li></ul><ul><li>Make the Help Desk your first call </li></ul><ul><ul><li>Ticketing and escalation </li></ul></ul><ul><li>What can I call about? </li></ul><ul><ul><li>Software applications, hardware issues, printing, connectivity, web browsing, random errors </li></ul></ul>
  10. 10. Server Maintenance <ul><li>Critical processes monitored on the server </li></ul><ul><ul><li>i.e. Backup, disk space </li></ul></ul><ul><li>Server security patches/antivirus/antispyware </li></ul><ul><li>Monday morning maintenance: </li></ul><ul><ul><li>From 12 AM to 5 AM Monday mornings </li></ul></ul><ul><ul><li>Server may be rebooted </li></ul></ul><ul><ul><ul><li>Have documents saved and closed </li></ul></ul></ul><ul><ul><ul><li>VPN & Remote connections will be lost </li></ul></ul></ul>

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