Clear MSP documentation helps managed service providers to offer a consistent level of support to their clients. It is a baseline for team education and new-employee onboarding. It also helps to ensure the same high standards across your company.
When your agents spend all day taking calls from clients, other areas of the help desk, such as ticket escalation management, creation of documents and knowledge articles, and training, may suffer. Clients also become irritated when they desperately need support but end up waiting interminably in long call queues. Continue reading
Managing projects efficiently and effectively is essential for any managed service provider. A properly managed project will set the great MSPs apart from the rest. This standard operating procedure for managing projects will walk you through each phase, from beginning to end. Equal emphasis should be given to internal and external processes, the whole way through. Continue reading
Handling every incoming call in a similar way is important. Callers should be treated consistently every time they call for support. Following a standard procedure for each incoming support call guarantees the same level of service for each case. Continue reading
Adding new devices to a network is an essential task for a managed service provider. In the past, this meant only desktop personal computers. Today, portable laptops and tablets are included. Using a routine process to add devices to a network helps to keep things organized and easier to track. Furthermore, this makes it easier to provide support and get a faster resolution to future issues. Continue reading
COVID-19 is upon us. As an MSP, you are likely to find that many of your customers are working from home. Many of your employees may be doing the same. Explore tips for keeping both your own MSP business and your clients' businesses operating smoothly during the mass transition to remote work.
Details and specifics are too important for you to just wing it, especially when you’re dealing with long lists of configurations, server names, and other easily-forgotten information. That is the reason why SOPs are so popular and well-supported in the MSP community. Continue reading
Building security awareness can be as complicated as it is rewarding. End-users are the most targeted resource within a company, but they are also the first line of defense. Often, employee security awareness can be the difference between a failed attack attempt and a security breach. Continue reading
One of the primary tasks of any Office 365 administrator is managing user accounts, licenses, and groups. Sometimes it gets easier to perform these tasks in the Microsoft 365 admin center, but other tasks are much quicker and easier to do with PowerShell.
This document includes useful scripts and examples of how to manage Office 365 Users, Licenses and Groups. In particular, there are the following scripts: Continue reading
Backing up data regularly is one of the most important things you can do to protect against a ransomware attack. With backups, you have a “clean” copy of your data that you can use to restore operations in the event that ransomware takes control of production systems.
A network is a lot like a community. Both a network and a community are made up of hosts. In a community, we’re talking about homes and other buildings; in a network, it’s PCs, servers, and other devices. The roads that deliver traffic between these hosts in the network world are generally Ethernet, although they may include other types of cables. Continue reading
By the very nature of the potential disruptions that require backups, the business of backups is anything but predictable – you’re creating backups because you don’t know which system will crash, which data will be accidentally deleted, or which location will lose power. And it’s this unpredictability that causes MSPs to make mistakes that inevitably cause problems, whether during backup itself or during recovery.