Blog Posts from the Helpdesk

Great Customer Service

Great customer service is about letting your client know they matter to you. And that starts with having a great team.

These are the key traits customers look for: Empathy; patience; clear communication; knowledge; and fast resolutions.

What else helps you give great service?  Well we think, good systems supporting the team so they know what is in play; and in our business (managed IT Support) we need to be mind readers with the ability to completely ignore what is being said in favour of what might be meant. We pride ourselves on giving great customer service!

If you need to upgrade your systems to improve your customers’ experience then contact LIS to help drive the change.

#thecustomerisalwaysright #customerservice #business #mindreaders

Computers Smarter than People?

Are computers smarter than us? It’s not that far away that they’ll be able to out think us.

Of course we know that what they are really doing is running through all the options very quickly until they find the best answer. So it’s not really thinking is it?  Unless that’s how our brains work..in which case…

For smart tech support contact LIS but if you need a good chess player contact Google

#computernews #tech  #artificialintelligence

 

Researchers develop artificial intelligence algorithm that plays against itself to master several classic games.

 

You are the Weakest Link, Goodbye!

The not-so-hidden truth about cyber crime: Your staff (and not hackers) could be the biggest threat.

It’s not a big surprise to LIS sadly. Business owners acknowledge the problem but don’t take the staff training and testing available from us. We see 3 or 4  clients a year that fall victim to “obvious” human attacks, with losses of £10,000 to £50,000 each time. No technical issues, no malware or other breaches just busy people  trying to be helpful. We capture and report all the technical information but that there is little if any reaction from law enforcement or banks other than a metaphorical shrug of the shoulders. If you think you might be at risk and want a free chat to cover the issue, book a call with an expert.

#cybercrime #phishing #weakestlink

John Andrews, VP, Centrify, explores cyber crime in the UK and the rising tide of privilege access management attacks

 

Brexit Looms

As Brexit staggers ever closer, banks forecast the worst year for business since 2009, what are your thoughts about the state of the economy?

It’s a tough world for business right now…what with Brexit, Pensions, GDPR, NMW, 2020 and plenty more.  Increased taxes, levies and regulation and an increasing US style litigious culture all seem to be against providing employment and making a profit.  LIS can sort out the 2020 problem for you but for the rest we, like you, are looking for the missing paddle! If you think a more efficient IT system might help, contact LIS or if you prefer book a phone meeting to discuss the options.

#shareyourviews #business #brexit

Brexit uncertainty and a slowing global economy prompt the Bank of England to cut its growth forecast.

 

Change Management – Not just an IT issue

Who Moved My Cheese? A classic book, and a simple but powerful message for employees worrying about change.

Buy Who Moved My Cheese: An Amazing Way to Deal with Change in Your Work and in Your Life Reprinted Ed by Dr Spencer Johnson (ISBN: 8601400456279) from Amazon’s Book Store. Everyday low prices and free delivery on eligible orders.

 

Office 365 – Powerful but Confusing!

Microsoft Office 365 is the most powerful set of tools ever produced.  It’s also the most confusing sales model ever with more packages, versions and routes to market than any normal human can cope with.

Seriously – there are all sorts of cool options hidden inside, that most business owners and managers have no idea about.

Can we show you what you’re already paying for, but maybe not using yet?  Contact LIS to make the most of your existing resources.

#IT #strategy #productivity #software

Data Breach? Now What?

How would you handle a data breach? You now have lots of problems to consider besides the actual breach itself. How do you keep the ICO happy? What about GDPR? How will you tell those affected? Will this impact on your future sales?

Far, far better not to be exposed in the first place.  Contact LIS for a review of your setup and any specific risks and mitigation. Why not create a plan now so you have a process to follow when it all hits the fan? Why not consider improving your processes and security so the risk of a data breach is reduced or eliminated?

 

Multi-Factor Authentication

Give hackers a really bad day. And your business dramatically more protection. With something called multi-factor identification.

It’s a simple way to prove it is actually you logging in. And we’ve created a brand new video to show you how powerful it is. Contact LIS to discuss how you can use MFA to help secure your world.

Brexit Plans for Small Businesses

As Brexit causes more panic among businesses of all sizes, what can you do to give yours a fighting chance?

All LIS products are as Brexit-proof as possible. Our mobile contracts promise continued EU mobile roaming as at present. We recommend that any hardware and software upgrades for Making Tax Digital should be completed in the next 2 weeks in case of shortages. Interesting times!

#brexit #eu #business

If you have no idea how to make preparations for your small business ahead of Brexit, take some tips from these entrepreneurs.

 

Critical Windows Update – 12th March 2019

March 12th 2019 – Microsoft are scheduled to release a critical update for Windows 7 users.

As you know from our articles on the 2020 problem, support for Windows 7 is set to end in January 2020. However updates to Win7 will end in March 2019 if you don’t install Microsoft’s next patch due on the 12th.

Surprisingly (the surprise being that it is not already in place) Microsoft is putting in place a new system to ensure that the operating system updates have not been tampered with. It will use an SHA-2 hash algorithms to authenticate the updates. The problem is, the SHA-2 algorithm is not supported in older operating systems.

So, Windows 7 SP1, Windows 2008 SP1, and SP2, which all use the older SHA-1 encryption, need updating with support for SHA-2 and this is planned in an update on March 12th. If you’re a Windows 7 user and don’t install this critical update, you will not receive any future Windows patches.

In summary on March 12th Microsoft will roll out a stand alone update for Windows 7 and Windows Server 2008 which you need to install. LIS managed services customers will receive this automatically and we will also deploy it to all unmanaged customers with our control software installed. Just leave your desktop or laptop turned on and let us sort it out.

After that, you’ll be in a position to receive all remaining updates until next year. It’s also a chance to grab a few extra months to decide on which upgrade path to take. Do you want a new Windows 10 PC or to upgrade your existing machine? Contact LIS for a quote when you have decided or for advice if you are not sure.

Apprentices – Good or Bad?

Degree level apprentices are a game-changer among smaller UK businesses (this is an FT article, but without the paywall)

Apprenticeship Game Changer

and yet apprenticeship take up is down by a quarter.

Apprenticeship Take Up is Down!

It is hard to avoid the conclusion that a really useful idea for businesses has been made unattractive by politicians. What are your views?

LIS has an apprentice and we think he is great! When you call us, ask for Louis and you will get really good service! But then you will get that from the rest of the team too…

Public spending watchdog says the government has “some way to go” to show the scheme is value for money.

 

Support Posts from the Helpdesk

Email Delays

Due to the high volume inbound email we are aware of delays and queues building in our spam filter. Engineers are investigating and we apologise for any inconvenience.

Full cover Restored

Following repairs to the heating at our Woodham office #thebeastfromtheeast is now under control and we are back to full staffing levels. Unfortunately shorts and t-shirts seem to be the required dress code as we have slightly over compensated for yesterdays arctic blast!

Support team get a pat on the back as not a single call went unanswered and all issues were resolved in record time!

Emergency Cover Only

Due to failure of the heating systems at our Woodham office, we will be running emergency cover only on Monday 26th February.

We hope to return to normal service by Tuesday and apologise for any inconvenience..