The Insights Team are one of the proactive sides of our services department. We look after the software and tools that assist our engineers in delivering an excellent service. We’re also tasked with ensuring that the essentials, such as antivirus software, patching, cloud based email and backups are delivered consistently and efficiently.
Being proactive means that we operate outside of the regular service desk environment, where the focus is naturally on reacting to, and resolving issues when they arise. We’re busy behind the scenes looking at how we can prevent the issue from occurring in the first place.
When our service desk processes a support ticket, they will gather as much relevant information as possible. This is not only important in providing a timely resolution, but it assists us greatly in building a better picture of the challenges our clients are facing.
Using our business intelligence tools, we perform regular reviews of the tickets we’ve handled recently. This enables us to identify trends and potential pain points, with a view to providing a solution to the root cause, rather than just the symptoms. If we see that 90% of a client’s tickets relate to failed backups, or there’s a spike in tickets relating to the wireless network, we’ll be asking why. This helps us to provide a truly proactive service. Using this intelligence, we can work with other areas of the business to provide long term solutions, reducing the number of support tickets that the client has to open.
Another area that’s constantly on our radar is efficiency. We’re always looking at better ways to carry out common tasks, which in turn leads to quicker resolution times for our clients. This can range from defining tried and tested processes for our engineers, to scripting the entire solution. Having spent a number of years on the service desk myself, I’m aware that time is limited for developing longer term efficiency savings ‘on the fly’. The priority has to be resolving live issues. The Insights Services team is ideally placed to take on these tasks.
Also hard at work in the background is our Remote Management and Monitoring (RMM) software. This is busy detecting unpredictable issues as they arise, such as hardware failures and offline servers. The fine tuning of this system is an ever evolving task for the Insights Services team. We constantly look at ways of automatically healing issues that are detected, meaning there is a resolution long before the end user is affected.
Another important part of our work in Insights Services is carrying out regular reviews of the software and systems we deploy. In a fast paced industry, it’s essential to make sure we’re benchmarking our current packages against alternative offerings. By the same token, we’re always on the lookout for changes, or news within the industry which may affect our clients, such as a recently discovered security threat.
Working within Insights Services is a rewarding role. The changes we make are often subtle, however the benefits can be widespread.