Business Focused IT Support
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Flexible remote working or back to the office? How technology helps

by Nicki Dowsett in Disaster Planning, Disaster Recovery, General, Hardware, Hosted phone, IT Support, IT Systems, Microsoft, Office 365, Remote working

During the last few months the majority of our team have worked remotely from home. With minimal cover in the office to accept deliveries, or work on hardware. Whilst some of our team have had to carry out socially distanced site visits. All this has taken place with no reduction in level to service for our customers.

Now as restrictions relax, like many business we must now consider the options for staff to continue remote working or a return to the office. We need ensure that this is as flexible as possible, to suit the needs of the business and our staff.

Here are a few key questions that we are having to consider:

  • Social Distancing – is there enough office space?
  • Do staff feel comfortable to be back in the office?
  • Are some staff concerned about mixing with other people on their commute?
  • What if there is a local lockdown?
  • Can it be a flexible and seamless mix between the two?

As a result of using the right technology, these questions can be easily resolved.

Hosted Phone Systems

Hosted telephone systems ensure a professional first impression for your customers no matter the location of your employees or the size of your business.  With a hosted phone system staying connected to your customers by telephone is seamless for remote working or the return to the office – it is very simple to switch between the two. Bringing the ultimate in flexibility, with a minimal initial capital outlay, along with an easy to manage monthly subscription.

MPR IT are highly experienced in both design and deployment of telecoms solutions for residential, commercial and hospitality phone systems. Offering the ability to integrate with onsite services such as CRM or MS Outlook, contacts and caller details automatically pop up when they’re on the phone. Choosing an MPR IT Solutions hosted cloud-based telephone system is the ideal solution.

With the latest connected solutions, we ensure that the design meets your requirements and ensure it is correctly deployed to your organisation and end users.

Office 365

Microsoft Office 365 has changed the way that many companies work over the last few years. A cloud based solution combining collaboration, communication and security tools at an affordable cost for everyone. Your staff can access their email and files anywhere with an internet connection. With 2 factor authentication you can be sure it remains secure.

MPR IT has invested time and resources into becoming an official Microsoft Cloud Accelerate Partner and Small Business Specialist. We are trained in a number of Microsoft Competencies that directly relate to implementing, migrating and configuring your Office 365 solution. MPR IT focus on a smooth and trouble free migration ensuring your business has minimal disruption. Followed up with seamless  ongoing support our team are on hand to advise and solve any problems should they arise.

Microsoft Teams

Superseding Skype for Business – Microsoft Teams was launched in March 2017. In November 2019, Microsoft announced that Teams was used by 20 million end users. Fast forward to April 2020 and 75 million people were using Teams. Integrating with Office 365, Teams is a platform combing communication such as video calls, workplace chat and file sharing and storage.

All the staff at MPR IT have been using Teams over the last 4 months. With daily morning meetings we can connect and be set up for the days task ahead, quick messages or video calls to team mates rather than emails. Having been a remote worker for a number of years, I feel more involved with my colleagues and more connected to the day to day activity within the business.

Flexible working

By using technology systems such as these, the question of enabling staff the flexibility of working either in the office or remotely is much simpler. Staff can connect to their files, email and colleagues through Microsoft and your customer calls can be answered seamlessly.

If you would like more information on more permanent flexible working approach for your staff that wont affect the running of your business please contact us on 0800 030 20 30 or email us sales@mpr-it.co.uk

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Increased Demand in Helpdesk Support

by Nicki Dowsett in Disaster Planning, Disaster Recovery, Engineers, General, Helpdesk, Hosted phone, IT Support, IT Systems, MPR IT Work

Due to Coronavirus and the recent Government assertations to work from home where possible, we are experiencing a large increase in the number of calls and emails to the Helpdesk.  In order to manage this we have reallocated resources to ensure that the day-to-day requests can be acted upon as close to our usual levels of service as possible.

There are three main methods for raising support requests with MPR. These are;

1 – Call us on 08000 30 20 30 select Option 2. This will direct you straight to our Helpdesk.  We are available between 0830-1730 Monday to Friday. If you are unable to get through in the first instance we do have a voicemail system on the helpdesk that is regularly checked.

2 – Email support@mpr-it.co.uk – Once we have received your email for an initial ticket request, you will then be sent a confirmation email with your ticket reference. Our email is manned throughout our normal working hours but will not be picked up out of hours.    ty4

3 – Email helpdesk@mpr-it.co.uk – This is if you are following up existing support requests. You will need to ensure you have your ticket reference in the subject and one of our Helpdesk Team will pick this up and respond in kind to your existing query/new query ity4

To ensure we can assist you effectively we will need as much information as possible from you regarding your fault or problem. i.e.

  • How many users the issue is affecting?
  • How long has the issue being occurring for?
  • Have you made any changes recently to cause the problem?
  • What is the impact to your business?

Along with as many details as possible relating to the fault (Error messages, users affected etc.) so we can replicate the issue. We will also need relevant contact details so we can keep in touch with you.

If we need to remotely log onto your servers / workstation, we will require secure access enabled to get there. We are able provide a direct secure access through our website http://www.mpr-it.co.uk/remote-support/ – it is probably best you are at this website in your browser and waiting for us (unless you are calling us about connectivity issues).

Our team are committed to answering all queries as fast as we can and we appreciate your patience at this time.   We would also like to thank each and everyone of our customers for their support during this busy time and we wish everyone well.

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NOVEL CORONAVIRUS (COVID-19) SERVICE CONTINUITY PLAN

by Nicki Dowsett in Disaster Recovery, Engineers, General, Helpdesk, Hosted phone, Industry News, IT Support, IT Systems, MPR, MPR IT Work

We know your business depends on our ability to provide reliable, uninterrupted service, so in light of the recent developments around Coronavirus disease (COVID-19), we would like to share with you the measures we are taking to ensure service continuity.

MPR continues to monitor the Coronavirus disease (COVID-19) developments with a primary focus on ensuring the health and safety of our staff while mitigating business impacts. In support of this, we are convening regular meetings with teams across the business and regularly sharing information about the virus and how to prevent the spread of illness.

Risk assessments will be undertaken for all off-site work, meetings etc. to determine if this can be postponed or carried out remotely.

We will act according to the instructions and recommendations of the relevant authorities and in a manner that safeguards our staff. As always, consistent, timely communications with all our stakeholders are critical, and we will communicate any relevant information, when possible.

We have made investments in our technology infrastructure and business continuity planning to ensure we can operate all our systems and processes remotely to provide you with seamless service should any of our staff need to work remotely (e.g., due to self-isolation, school closures, etc.) or should we decide to close the offices and/or switch to a remote working model. We continue to test our business continuity strategies to confirm we can provide ‘business as usual’ should our entire workforce need to work remotely. In the event of this happening, we would operate as follows

  1. Desk phones would revert to soft phones, allowing continuous phone access to our teams, and ensuring all skill groups would continue to work seamlessly.
  2. Microsoft Teams would be used internally for productive collaboration and content sharing.
  3. Meetings, events and training would be switched to virtual environments.

As always, we remain committed to supporting your business with an unparalleled level of service and will continue to monitor the situation, providing you with updates appropriately and promptly.

For further information visit https://www.gov.uk/guidance/coronavirus-covid-19-information-for-thepublic

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Covid-19: Disaster Management Plans

by Nicki Dowsett in Disaster Planning, Disaster Recovery, General, Helpdesk, Hosted phone, Industry News, IT Support, IT Systems, Microsoft, MPR, Office 365

Covid-19 has fast become the hot topic in the media and conversations around the world. Whilst there is still much uncertainty as to how it will affect us as individuals and businesses, it is not something to completely dismiss.

The spread of Covid-19 is likely to increase over the coming weeks. With schools and businesses expected to be affected, be it due to members of staff/pupils becoming unwell or simply due to an external connection to someone that is affected.

This morning (Tuesday 3rd March 2020), Downing Street released a statement detailing various plans for the worst case scenario. Including a prediction that up to a fifth of the UK workforce potentially being unable to work due to Covid-19.

Disaster Management plans have traditionally been put in place for the scenarios where offices are inaccessible. With consideration made due to fire, flood or bad weather. It is unlikely that the current situation of a global contagion has been taken into consideration. Now is the time to consider and review your disaster management plan.

Catch it, Kill it, Bin it!

This phrase, and the recommendation of regular hand washing is promoted widely. Here at MPR IT, we are ensuring that this message is clear to all our staff members, whether they are office based or engineers visiting clients offices. We have also instructed all team members that should they be concerned they may have come into contact with someone suffering with Coronavirus symptoms, they should inform management and seek medical advise whilst self isolating.

Flexible Home Working

In line with the Disaster Management Plan already in place for MPR IT, all staff members have the ability to work from home and continue to support our clients with no loss of service. This is part of a plan that has been in place for many years. The main purpose of this plan is to ensure that our business can continue no matter what.

Office 365 and Cloud Computing

Software packages such as Office 365, and cloud based CRM’s are becoming more common place. Giving access to email and Microsoft applications such as Word, Excel, Powerpoint and Teams, from any location with Internet connectivity. Giving the ability to create and share documents with chosen individuals.

Telephone Systems

Along with access to documents and files, it is also vital for your business phone lines to be managed. With Hosted Telephone Systems your customers are still able to contact you. Without even having to know you are not physically in the office.

With a range of options and packages to suit businesses of all sizes, we strongly recommend that if you wish to consider the options available to your business, now is the time to contact and discuss with our team on 0800 030 20 30.

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Happy 11th Birthday to MPR IT Solutions

by Nicki Dowsett in Audio Systems, CCTV, Engineers, fibre optics, Fire Alarms, Hardware, Helpdesk, Hosted phone, IT Support, IT Systems, Microsoft, MPR, Office Move, point to point wirless, Server cabinet, Software, SQL Server, Structured Cabling, TV Distribution, Web Hosting, Websites, Wireless networks

Early in 2008, three friends – Alex, Richard and Andy became disenchanted by the way IT Support was provided to businesses in Kent and the South East. They felt that customer service and relationships were not a priority and it would result in many businesses bouncing around support companies on a regular basis.

After many discussions the three friends took the decision to start a new IT Support business offering a more pro-active relationship with customers, with the aim “To never sacrifice our high level of customer service for growth, we hope and believe that through good customer service our business will become the market leader in Kent.”

In the late spring of 2008, MPR IT Solutions was born in a small garden office with Alex, Andy and Richard utilising their individual skills to provide daily support and installation of network infrastructure. 

With a strong belief that building relationships with customers, understanding the requirements of the business and employees it would give a clearer idea as to how technology can support and help customers to grow their own business.  By offering impartial advice in simple terms and by not being tied to any one supplier means that MPR IT Solutions can ensure that the hardware and software required is the best to meet the individual needs.

11 Years on from the start

Over the last 11 years the business has grown substantially with an annual turnover of £1.4million, employing 24 people and supporting over 250 businesses across the South East.  With a customer base comprising of a wide variety of customers from small home run businesses to large multi-office business throughout the UK and everything and anything in between.   

The team handle over a thousand support tickets each month with 97% closed within an hour.  To ensure that the level of service doesn’t reduce in any way we regularly ask for feedback and are immensely proud that we score 5/5 in 99% of our surveys. A large proportion of customers have been with MPR IT for many years and are happy to recommend our services to other business, it is clear, that the vision initially formed has proved to be a success.

Moving to Henwood Industrial Estate

The new office on Henwood Industrial Estate

Since the time spent in the garden office, MPR IT have moved several times to keep up with the on-going growth of the business and need to expand. 

It was agreed at the end of 2018 that MPR IT would need to consider another move, and so we have recently relocated to the Henwood Estate.  Using our own team of Engineers, we could guarantee the task of fitting out our new home would meet all the requirements we need today and pre-empting any future expansions.  The project to refit the office took about 3 months and involved using our own knowledge, experience and skills.  Once the initial building work was completed the team set about refitting the office from scratch using the skills and services that we offer to our own customers.

With so many changes in technology since MPR IT Solutions was first conceived, it was clear from the onset that our skills and offerings would need to become more and more diverse.  No longer just offering daily IT Support, MPR IT now offers a wide range of services and products, including installation of Structured Cabling Networks, Server Infrastructure, Wireless networks, Point to Point Wireless, Fire Alarm, CCTV and Door Entry/Security systems along with Audio Visual installations.

Training & Encouraging the Team

Since the start of MPR IT Solutions we have employed 7 apprentices supporting local people to learn and qualify within the IT Industry.  We strongly believe that young people should be given the opportunity to learn new skills and the chance to have a career and always open to take on more in the future.  Many of our apprentices have gone on to stay with us and once qualified have become valued field engineers within MPR IT Solutions.   Support is provided for any team member that would like to further their knowledge or qualifications.

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Exciting Start to the New Year for MPR IT

by Nicki Dowsett in Access Panels, Audio Systems, broadband, cabinets, CCTV, Engineers, fibre optics, Fire Alarms, General, Helpdesk, Hosted phone, IT Support, IT Systems, MPR IT Work, Office Move, Server cabinet, Strcutured cabling, TV Distribution, Uncategorised, Wireless networks

Exciting start to the New Year for MPR IT

Since the start of January, a lot has been happening here at MPR IT.  As you will be aware it is now 10 years year since Alex, Andy and Richard started MPR IT.  We are continuing to grow and strive with thanks to the continued custom from all our loyal clients.  To ensure that we can continue to provide customer focused support, providing outstanding IT support and solutions, the Management team have been making lots of decisions.

Firstly, we are recruiting a number of roles for our Technical support team. Currently we are recruiting for:
1st Line Support Admin
2nd Line Support Engineer
3rd Line Support Engineer

We hope to have all these roles filled in the very near future, with some new team members already on board. As with any new member of the team, we will be ensuring they are inducted to the high standards both our customers and ourselves expect.

Next, it has become apparent that with our continued expansion we have out grown our current offices! Our second piece of exciting news is that we have now secured new premises in the Henwood Estate. With a large amount of work to carry out we hope to be able to move in time for late spring/early summer.
We are currently in the first phase which includes taking down walls and making the space more suitable for our ever-growing team.

Once the construction/demolition phase has completed, we will be entering the next phase.  This is where our own expertise will be utilised and our own team will be installing following:
Structured Cabling – Copper and Fibre
CCTV
Access Control
TV distribution systems
Audio Systems
Fire Alarm System
Internet Services and so much more!

As you can imagine its going to be a busy and exciting few months for us all.  We will keep you all updated on the progress and of course our move date.

 

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Disaster Management for IT Systems

by Nicki Dowsett in Disaster Planning, Disaster Recovery, DNS Web Hosting, Engineers, Helpdesk, Hosted phone, Industry News, IT Support, IT Systems, Uncategorised

Disaster Management Plans

Over the weekend, the big story in the news was all about the IT system failure at British Airways.  The CEO of BA has released a statement that the systems crashed due to a short power surge knocking out the main servers, unfortunately for the company the back-up systems then failed to take over.  This resulted in over 75,000 customers being affected and flights grounded around the world.

BA Plane

When the story first broke, BA did not release much information to the public, no doubt as the Directors were scrambling to find out what had gone so badly wrong.  However, this resulted in various speculation such as systems being hacked, no back up servers in place or that this was due to cost cutting by out sourcing IT Support.  It would appear, that none of these were the case.

Many people in the IT industry are watching this story closely to understand how this situation happened.  With many questions being asked, including:

  • Why did the back-up servers not take over?
  • Are the back-up systems in the same location as the main servers?
  • Are the communication systems such as website and mobile app in the same location?
  • What was the Disaster Management Plan?

Irrespective of your IT Support being in house or outsourced these questions should not be being asked.  Here at MPR IT, we support a wide range of customers for IT, on both a daily basis and, also with larger projects such as server/network installations and server hosting.  With all our customers, we hold the same approach, no matter the size of your company – you need to be prepared for any eventuality.  Whilst we have not had to deal with an incident the size of BA’s problems at the weekend we have had to deal with various situations where a company server has gone off line.  These include a flood in an office, or a system hack.  Essentially the plan is the same – get the company back up and running in the shortest time possible and preferably without their customers ever knowing there was an issue and with the least cost involved.  I think we can quite safely say this is going to be very expensive for BA.

Disaster Management Recovery plans are one of the most important things that your business can put in place.  The aim of a DMR is to ensure that your business continues smoothly with little or no disruption, and your company needs will differ from that of any other company.  The main points that you need to consider are:

  • Is your data/server backed up daily?
  • Is this back up stored in a secure separate location to the main server?
  • Can your customers still contact you?
  • Can your staff continue to carry out their duties?
  • Can your operation continue and will your customers be affected?

We have written blogs in the past about important it is to have a Disaster Management Plan in place, however the events this weekend have shown that it is not just in the case of fire, flood or bad weather that your company needs to plan, in advance for.  In the case of BA it was apparently due to a power surge, that the systems failed.  Not as many speculated in the first few hours, that it was due to out sourced IT Support or being hacked with a virus.  If you and your company would like to discuss your current Disaster Management Plans please do not hesitate to contact us.

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MPR IT February 2016 Newsletter

by Nicki Dowsett in Disaster Planning, Disaster Recovery, Helpdesk, Hosted phone, Industry News, IT Support, Monthly Newsletter, MPR, SHA1 Algorithm

Welcome

Welcome to the first 2016 edition of MPR IT newsletter. Christmas seems such a long time ago, that lovely time off we all spent with friends and family is a distant memory.  We decided against a January Newsletter as we know how busy everyone is after 2 weeks off.  Emails to be ploughed through and general catch up takes a toll on everyone those first few weeks.  Its now almost time for Valentines day, so here is our first offering of 2016.

Hosted Telephone Systems

Over the last few months we have been increasingly asked if we offer Hosted Telephone systems. This has not been something we have been able to provide, until now.  Working in conjunction with a highly regarded supplier, MPR IT are pleased to have secured a partnership which can offer our clients an all round solution.  Hosted phone systems have a number of advantages to improve efficiency within your business.  They can integrate into your CRM, allowing caller details to appear on your screen, link up with booking systems so confirmation can be instantly sent to your client.  Hosted phone systems are a cloud based option with a set fee per month per user, it is not only time saving when linked to your CRM, it is also more cost effective, no more high phone bills just a set monthly fee.  We also talk about Disaster planning in this newsletter, hosted systems can assist in your plan.  If you cannot access your offices this system can be switched over instantly to your back up plan.    For more information please contact our Sales team on 0800 030 20 30 to discuss how this can benefit your business.

PC & Network Security

Please read our latest blog on Password Security and how to protect both your personal and company information from the risk of being hacked.  Hackers are becoming more and more sophisticated in accessing your information.  Do not be complacent and think you cannot be at risk.  Everyone knows someone that has been hacked in some way shape or form, not just social media but also online shopping accounts.  Now we are increasingly becoming aware of businesses being hacked for bank details and customer information.  If you have one thing to do today that cannot be left till tomorrow – its change your passwords.

Disaster Management Planning

Businesses devastated by 2015 Floods

Businesses devastated by 2015 Floods

Oxfordshire Council Office Fire 2015

Oxfordshire Council Office Fire 2015

Some people in the UK over the last few weeks may have been wondering when Noah was going to appear with his Ark!   You may know that the Lake District is very much a favourite holiday place for Richard and the devastating floods in the North of UK were shocking to us all.  In the past the South East has also sadly been affected by adverse weather, not just rain but wind and snow.  How prepared is your business in the case of such an event or if there is a burst pipe or fire at your offices.  Can your business continue in the situation that your staff cannot physically work in the office.  We have previously posted a blog about Disaster planning, its not just small businesses that can be affected. Last year Oxfordshire Council offices burnt down and it has recently been announced that they will not be able to return to the building.  MPR IT can help to ensure your data is safe and secure and that your staff can continue to work from an alternative location, however it is key that these plans are in place in advance.  If your servers and PC’s are not protected in advance this could have a devastating effect on your business. Contact us to discuss how we can help you plan for the unexpected & make sure your business can continue should the worst happen

 Blog Posts & Social Media

In case you missed it with all those Christmas parties, we issued a blog in December about support ending on SHA1.  What is that you ask?  Check out the blog to see how this is actually important for all web users.

Our first blog of the year is all about how important IT Support is for your business to run effectively.  As an existing customer of MPR you are already safe in the knowledge of how we can support you efficiently and within budget.  However please read our blog for a reminder how life can be without a reputable support company.

Do you follow us on Facebook, Twitter, Instagram or Linkedin?  As part of our marketing plan for 2016, we will be more active on all forms of social media.  Make sure you follow us for up to date information and tech news.

Database Spring Clean

You may have recently been contacted by either Nicki or Gaby regarding the contact details we hold for your company.  We would like to say a huge thank you for helping us complete the mammoth project of ensuring all the details we hold are correct.  Should you have any changes in staff and would like to remove or add members of staff please contact us so that we can keep our database up to date.  We have in the past been contacted by an ex-employee of one of our customers, trying to get access to information they are no longer entitled too. Please therefore ensure we know of any staff changes that you feel we should be aware of.  If you have not yet responded to our communication please can you do as soon as you get a chance.  Thanks

Tech Team News

First off the team have had 750 tickets raised within the month of January, of these 691 have been completed and resolved.  Tickets include site visits for new installs and so cannot always be resolved straight away. Our SLA response is to resolve tickets within 4 hours and in fact 75% of these tickets were actually resolved within an hour so well ahead of our target for 4 hours.

The team are not only working hard on resolving tickets but also having to do this whilst the office is being re-organised with extra space being created, walls coming down and general mess that comes with all the work involved.  The office desperately needs to be expanded with the addition of a new workshop apprentice joining the team as well as being on the hunt for a new 2nd Line Engineer to join the team.

A number of site visits have taken place during January for the usual reasons of installations and cabling, however we have had to visit several companies as unfortunately security has been breached.  Please read our separate blog on hacking and site security.

Should you have any queries regarding any of the stories in this months newsletter or with regards to the support we provide to your company.  Please do not hesitate to contact us either by email info@mpr-it.co.uk or call us on 0800 030 20 30.

 

 

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