SE Help Desk is here to support the daily needs of our clients and it is no small task. Our team services 121 businesses with approximately 3,850 (+/-) end-users. Each day they work hard to deliver engineering excellence and superior customer service. To achieve this, they focus on providing a high level of service that delivers value in every interaction and results in a positive outcome for the client. To accomplish this outcome, we have outlined some of the SE Help Desk metrics that demonstrate their commitment to improving the end-user experience.
In society today, you would be hard-pressed to find a business, big or small, that does not rely on Information Technology as a critical component of their day-to-day operation. Whether it’s a food truck accepting credit card payments on an iPad, or a Fortune 500 company with millions of dollars of IT infrastructure, the bottom line is we all rely on IT to get the job done.
Without contest, Microsoft Outlook has been the cornerstone of my professional development. It was not always that way; before breaking into the world of IT, I used Outlook indifferently within various jobs. I read and replied to internal company emails without much thought about what it could do for me beyond that.
We are happy to announce that Systems Engineering is an official member of the elite Apple Consultants Network (ACN). As an Apple Consultants Network partner, Systems Engineering (SE) can now deliver Mac Operating System (OS) technology support services, in addition to its existing enterprise IT solutions. SE will be able to meet the needs of Northern New England companies currently juggling mixed operating systems environments, a growing trend for today’s businesses.
At the risk of giving undeserved kudos, I am going to write it: phishers are clever and tenacious.
On July 29, Microsoft released its latest generation of Windows operating systems, Windows 10. Within days, Internet security bodies such as the Cisco Talos Group began detecting prevalent propagation of CTB-Locker (a variant of the CryptoLocker ransomware virus) targeting users of Windows 7 and 8, crafted to look like the free Windows 10 upgrade. Often delivered by email messages containing .ZIP attachments, the virus encrypts the user’s personal files and demands a ransom to make them usable again.
When you think of someone who detects and clears up viruses, troubleshoots health issues, or resets something that is broken, you might think of a doctor in the Emergency Room. Believe it or not, a Help Desk Engineer plays those roles as well, just in a more "technological" way.
End-user technology support has evolved from a small team of internal network administrators answering end-user calls when otherwise not engaged, to large offshore call centers, shuffling end-users through a series of troubleshooting tiers, in each of which a narrowly trained operator satisfies a rigid punch list of troubleshooting steps. Typically, end-users must endure the first tier, regardless of whether the operator is able to solve the problem or not. This strict model may subject the caller to a series of transfers and hold times, often resulting in increased frustration beyond that caused by the technical issue for which they called in the first place.
At Systems Engineering, employees are our number 1 resource. Our success depends on our dedicated and skilled staff who share our values and contribute to our vision. SE Spotlight gives a brief but revealing look at one of our valuable members.