Managed service providers (MSPs) need an IT help desk to address and answer the technical questions of clients. In the modern MSP environment, the IT help desk is the primary source of contact between customers and knowledgeable, responsive support personnel. Successful help desks are customer oriented and encourage clients to report IT incidents when they … Continued
read more
Unlike the previous year, more managed service providers (MSPs) are embracing digitalization in 2021. Many organizations have adopted a remote-first mentality and are investing in technologies that are strategically aligned with this new way of life. Despite the 3.2 percent decline in IT spending in 2020, Gartner projects that spending will surge and reach $3.9 … Continued
read more
2020 was an unpredictable year that presented several challenges, such as the outbreak of the coronavirus (COVID-19) pandemic. As part of the “new normal,” the world has adopted infection prevention procedures. The 2020 calendar year was defined by face coverings, constant sanitization and physical distancing. At its core, the year was an exhausting, surreal 12-month … Continued
read more
In the past few months, the southern United States has experienced significant damage from the ravages of hurricanes Harvey and Irma. These natural disasters are freakish and unexpected but unfortunately they are not uncommon. Even at a lesser degree of intensity such as a tropical storm, the results can take the form of significant damages … Continued
read more
New Jersey-based service provider Cognizant is the latest victim of the Maze ransomware attack. This is an unfortunate reality check, proving that hackers don’t stop their calculated, malicious activities for COVID-19. Accordingly, managed service providers (MSPs) are still largely vulnerable to these malicious crimes. This post provides insight into the latest Maze ransomware attack, followed … Continued
read more
Coronavirus (COVID-19) is impacting the lives of essential workers, requiring them to put in more hours during these unprecedented times. A healthcare provider may have been out since the night before, working diligently to save patient lives. Others, including but not limited to, local restaurant owners, IT engineers and supermarket employees, continue to ensure … Continued
read more
The COVID-19 crisis has proven to be a challenging time for IT support teams and managed service providers (MSPs). It hasn’t only left these organizations in a vulnerable position, but also in a state of uncertainty as to what may be in store for them. OnPage interacts with current and prospective clients ranging from large … Continued
read more
Coronavirus (COVID-19) is greatly impacting the lives of organizations, employees and stakeholders. With the outbreak’s rising impact, more employees are migrating to remote, work-from-home practices as means of achieving “social distancing.” However, inevitable challenges are emerging with remote workdays. Obstacles include, but aren’t limited to, employee isolation, diminished productivity and poor team communication or collaboration. … Continued
read more
ConnectWise Manage integration: OnPage has developed an exciting new feature for MSPs called The E-mail Gateway which brings together, ConnectWise Manage, The ConnectWise Email Connector and OnPage incident management system. OnPage instantaneously creates a connection between the client, the ticket created in ConnectWise Manage and the incident responder using OnPage. This enables MSP’s clients to … Continued
read more
Exceptional customer service is key in the world of IT, where something could go wrong at any given moment. This level of support equates to business retention, client satisfaction and high success rates and profits. In this post, I’ll introduce a hypothetical scenario, where “MSP Team A” provides 24×7 after-hours support to a valuable client. Scenario: … Continued
read more