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5 Steps to Reducing the Number of Support Calls

5 Steps to Reducing the Number of Support Calls

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

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Creating SOPs for MSPs: Managing a Project

Creating SOPs for MSPs: Managing a Project

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

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Creating SOPs for MSPs: Adding a New Machine

Creating SOPs for MSPs: Adding a New Machine

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

Working from Home: How to Prepare Your MSP Business and Customers

Working from Home: How to Prepare Your MSP Business and Customers

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.

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Managing Office 365 Users, Licenses and Groups Using PowerShell

Managing Office 365 Users, Licenses and Groups Using PowerShell

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

Steps for Keeping Backup Data Safe from Ransomware

Steps for Keeping Backup Data Safe From Ransomware

Steps for Keeping Backup Data Safe From Ransomware

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.

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Network Admin Handbook: Basics, Subnets, IP Addressing, Hardware and Security Considerations

Network Admin Handbook: Basics, Subnets, IP Addressing, Hardware and Security Considerations

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

The 10 Backup Mistakes MSPs Make

The 10 Backup Mistakes MSPs Make

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.
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