IT Support capability during COVID-19 pandemic – open for business!
Last update: 17th April 1:51PM AWST
Great news! We’re open for business with spare capacity.
We’ve been busy handling a surge in work from home requests, just like every other IT team in the world it seems – to help mobilize our clients workforce to their homes, to help their businesses & staff stay in business and employed.
- Regular helpdesk and business as usual requests are being actioned as per normal
- With computer stock coming back onto shelves, we’re deploying new computers and laptops
- Our team that was dedicated to vetting, approving, and facilitating work from home solutions, are now working across all facets of service (but ready for WFH should the need arise).
- We are abiding by health department guidelines with hand hygiene, gatherings, and social distancing, limiting onsite meetings and vetting clients/supplier premises before visiting
Most of our team is now working from home. You will hear kids, cats, dogs, in the background.
Our clients have been FANTASTIC!
In this time where we have been needed most by our clients, we are hugely appreciative of the patience and understanding of our wonderful clients as we work through unusual circumstances and requests.
- our daily new ticket volume was 2.5x – 3x that what it normally is, that’s now settled to around 1.5x the regular workload.
- to reserve calling our helpdesk only for mission critical requests and tasks
- to email through to firstname.lastname@example.org any task or request that is not mission critical
- use IT Support Panel for logging jobs (if you don’t have it, ask and we will install)
Microsoft Teams, video conferencing, and managing a remote workforce
If you’re new to Microsoft Teams, there is excellent video content available here: https://content.collab365.community/microsoft-teams-center/ in short videos of a few minutes each.
There are also some great tips for managers, on how to manage and support a team working remotely, available at https://www.msn.com/en-au/news/coronavirus/remote-working-five-steps-to-getting-the-best-from-remote-teams/
Webcams & laptops
Webcams are coming back into stock at the moment. If you’re caught out without a webcam for your computer, remember you can use your mobile phone camera and smartphone apps like Teams, Zoom, Facetime, even WhatsApp and Facebook Messenger, for video calling to your teammates. It’s better than nothing!
Laptop and computer stock is coming back to shelves as well.
Our next 2-4 weeks
Our focus for the next 2-4 weeks is to push hard on reliability and cybersecurity.
- We will be focusing on system reliability to ensure your systems continue to function.
- We will have a big push on improving cybersecurity for the now distributed workforce, as the bad guys are going to be out in force.
Thanks for your continued support – we’ve got your back and thanks for having ours in this extraordinary time!
Steve & the team