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Inquiring SMBs Want to Know What’s the Difference Between a Help Desk and NOC?

 

Inquiring SMBs Want to Know… What’s the Difference Between a Help Desk and NOC?

It’s no secret that any growing small-to-medium sized business must monitor and manage its business technology in the most cost-efficient way. The tricky part is figuring out how to do this without sacrificing the overall experience of the end-user. End-users can be clients and customers or employees. Both rely on the efficiency of a firm’s network, servers, and applications, and the availability of the company’s data center.

Thanks to the evolution of managed services, it’s actually possible these days to reduce costs, which strengthens IT support and infrastructure. It’s just a matter optimally integrating all available resources.

It’s a Staffing Conundrum for Most SMBs

Most SMBs tend to be short staffed. This isn’t just another reference to the many SMBs with little to no onsite tech support. While that’s true, and problematic, it’s actually all operations that tend to be short staffed.

Small yet growing companies and organizations aren’t just short on tech support; it seems like even their administrative assistant needs an assistant to keep up. Customer support and sales teams are also overworked, and often hindered by having to understand and troubleshoot tech problems when they have no tech expertise whatsoever.

There is no, “Hold for a moment, Sir. I’m about to transfer you to our tech support team.” There is no tech support team.

This is where managed service providers (MSPs) step in to save the day. MSPs help SMBs better manage their technology to achieve greater ROI (Return-on-Investment). One way they do this is by augmenting a SMBs existing on-site staff with the remote support of a 24/7 Network Operations Center (NOC) and Help Desk.

What’s the Difference Between a NOC and Help Desk?

This question is asked a lot because it’s really not uncommon to see both referenced interchangeably, which leaves many to assume they are one in the same. They are not. Here is the easiest way to distinguish between the two.

NOC: Most of the work performed by a NOC focuses on the network and systems. The NOC can almost be viewed as a mission control center. They monitor and manage an IT network. A 24/7 NOC typically monitors the network and system security, performance, and backup processes.

Help Desk: The Help Desk is more customer-oriented. The Help Desk has interaction with the end-user, or someone representing the end-user, to directly respond and resolve technical problems as they arise. Customers or employees can typically reach the Help Desk by clicking a support icon, emailing them, or dialing a toll-free number.

Do the Help Desk and the NOC Interact?

Although the NOC and Help Desk are different, they do work together, along with any in-house tech support, to provide cohesive tech solutions to end-users. The Help Desk typically has three tiers of support and may sometimes have to escalate tickets to the NOC for resolution.

This open communication, and ease of escalation, improves the end-user experience and serves as a proactive cost-efficient approach to managing SMB technology.

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Managed IT for Small Business—What Is It, and How Does it Work?

Small businesses in Orange County face an interesting dilemma. They need reliable connectivity and cybersecurity just as much as larger companies, but they don’t have the budget to hire a staff of IT professionals to keep systems up and running. On the other hand, using an IT company only on an as-needed basis is risky because any delayed response can result in costly down time and lost revenue. For these businesses, managed IT can be a welcome middle ground between hiring full-time staff and on-demand IT services. What, exactly, is managed IT for small businesses, and how does it work in the real world?

How Managed IT Works

Managed IT effectively works similarly to having a dedicated IT team in-house, but without the added expense. Rather than hiring one or more paid staff to monitor and maintain your IT systems, you outsource these responsibilities to a third-party company like NetServ to be managed remotely. For a fixed monthly fee, the company monitors your systems, maintains and updates your equipment, provides technical support and addresses other issues onsite as needed. This arrangement gives you essentially the same level of IT coverage enjoyed by larger companies at a fraction of the cost.

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Understanding Managed Services and How They Benefit SMBs

 

Understanding Managed Services and How They Benefit SMBs

Small to medium sized businesses (SMBs) receive a lot of calls each day from slick sales people peddling the next technology trend that’s going to save them money and revolutionize how they do business. They’re all too quick to caution that if you don’t listen to them, you’ll fall behind the times, and eventually be swimming in a sea of debt and out of business.

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Are Managed IT Services Right For You? A Few Things to Consider

 

Are Managed IT Services Right For You? A Few Things to Consider

How do you get a small business to recognize the value of manages IT services? In the start-up environment, we encounter an eclectic bunch of personality types. There is a reason people become entrepreneurs or C-level execs. When we meet the owners or decision makers at smaller companies and organizations, we can tell right away why they’re where they are. They’re visionaries. They’re risk takers. They’re competitive. They want to be in charge.

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Is That A Business Continuity Plan in Your Pocket Or A Bunch of Jargon?

 

Is That a Business Continuity Plan in Your Pocket or a Bunch of Jargon?

Technology is full of difficult jargon. To further complicate things, certain terms are often used in a different context between one publication or service provider and the next. An example of this is the usage of backup, disaster recovery, and business continuity. These terms are commonly used interchangeably, often resulting in confusion. In an effort to alleviate some of this confusion, let’s describe each physical process. You will see an overlay among all three, although they are each different processes.

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How Do You Set a Budget for Managed IT Services?

Many Orange County small businesses have neither the time nor the budget to handle their IT services in-house. For these companies, managed IT services offer a much more convenient and affordable solution by incorporating a team of third-party professionals monitoring equipment, updating software and providing 24-7 tech support. Even so, you’ll need to set up some sort of budget to ensure you’re getting the support and services you need most. Here are some tips to help you set up your IT managed services budget.

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8 Cold Hard Truths for SMBs not Worried About Data Recovery and Business Continuity

 

8 Cold Hard Truths for SMBs Not Worried About Disaster Recovery and Business Continuity

The foundation of any successful business continuity solution is the ability to retrieve data from any point in time from anywhere. When the topic of data recovery and business continuity comes up, you get the feeling that many decision makers at smaller businesses and organizations wish they could channel their inner six year old, simply cover their ears, and sing “La, la, la. I Can’t Hear You. I’m Not Listening.”

Everybody thinks bad things only happen to other people. Just because we hear about a fatal car accident on the morning news, doesn’t mean we fixate on that news when we ourselves get into a car and drive to work.

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The Sky’s the Limit for SMBs Taking to the Cloud

 

The Sky’s the Limit for SMBs Taking to the Cloud

There has been a lot of hype about cloud computing transforming the way small-to-medium sized businesses do business. Proponents of the cloud say that cloud computing has leveled the playing field, allowing SMBs to finally compete with bigger companies despite their limited financial resources and staffing.

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IT Services for Virtual Businesses–The Critical Basics

Between the mushrooming “gig economy” and huge advances in wireless and cloud-based technology, there are now more virtual businesses than ever before. Some 40 million Americans are now self-employed, many of them operating their own businesses with little more than a laptop and a smartphone. But even companies that are run remotely still need important IT services like reliable Internet and ample storage. If you’re a solopreneur or a small business operating remotely, here are a few critical IT basics you should consider.

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Why Should You Get On The Cloud?

 

A recent article by The Guardian (UK) states that the cloud industry is set to see a growth of around 30% soon. But many small and medium business owners are still struggling to make sense of the cloud and how it can benefit them. If you are one of them, then here’s what’s in store for you when you migrate to the cloud:

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