What To Look For In A Helpdesk Service

Nothing motivates employees like accomplishment. We help remove the barriers to getting things done.

Creating an organized work environment free of hassle and bottlenecks allows your employees to enjoy meaningful work. That satisfaction is passed onto clients and vendors. This helps build a strong bond between management and staff as they collaborate to create improved workflows and business processes together. What better way for employees to feel respected and important than for you to announce that you want to understand what they go through every day and improve their lives? Your employees are typically on the front line doing the client-facing work. Reduce employee and client turnover by implementing our Digital Transformation systems such as the 10-Point exercise to discover ideas from your employees on how they think the work can be improved. Empower them with a voice while you conduct a Discovery Process that:

• Identifies problems and the process for resolution.
• Works to gain team buy-in during group meetings.
• Conducts interviews for a deeper dive into issues and uncovers potential solutions.
• Has them be part of the Analysis to determine what their future looks like for their day-to-day tasks. (Who knows the work better than they do?)
• Get final alignment with the team about the vision for improvement, timeline, and execution plan.

You don’t have to do team-building exercises involving closing your eyes and trusting that someone will catch you from falling. You accomplish what everyone wants, esteem, respect, and recognition.

Our collaboration platform gets everyone on the same page – our clients’ internal staff and the client with Baroan.

You can access the same information as your Baroan account manager. Find out about asset life cycles, roadmaps, and budgets. Easily view information and be on the same page utilizing dashboards and detailed reports to facilitate planning. Having access to information on more than a need-to-know basis builds long-term relationships. Many of our clients have been with us for more than ten years and up to 20+ years because we communicate and share information freely. We keep evolving by improving our reports to review all account information. However, our new platform takes it to the next level with scoring gauges for quick views of where to set priorities. The information is organized in logical groupings with attached quotes for each grouping which builds the budget and timeline. Behind the scenes, there are multiple tools for discovering warranties and subscription status information, which provide a complete picture of your assets and where you can improve.

Call today and ask for a tour of our platform so you can see sample reports and how the platform is structured to give you the best connection to what you have and where you should be with your hardware, software, and network infrastructure.

Baroan’s cybersecurity services protect your data, your money, your people, and your business.

In Maslow’s personal hierarchy, safety is second only to air, water, and food. You need to protect your business, satisfy industry compliance, and cybersecurity insurance requirements. Many sophisticated businesses employ the best of the best hackers who are endlessly trying to find ways into your business. We will help prevent breaches with our NIST-based tiered strategy that includes tools, services, best practices, and ongoing education. Cooperation with the client’s staff is important because your staff represents a gateway to your network and critical data. At Baroan, security is emphasized for our implementations, support, and network designs. The five-stage NIST Framework includes – Identify – the organizational understanding to manage cybersecurity risk to systems, assets, data, and capabilities. Protect – develop and implement the appropriate safeguards to ensure delivery of critical infrastructure services. Detect – develop and implement the appropriate activities to identify the occurrence of a cyber security event. Respond – develop and implement the appropriate actions for a detected cybersecurity event. Recover – The recover function aims to get back any data that might have been lost as a result of a breach or attack. It also deals with restoring services to critical systems that may have been damaged because of the incursion.

The following is a high-level list of tools employed for your safety.

• Advanced Endpoint Protection
• Zero-Trust Protection
• Secure DNS Filtering
• Vulnerability Scanning
• Firewall Security
• Phishing Filtering
• Dark Web Scanning
• Monthly Simulated Phishing Campaigns
• User Awareness Training
• Daily Cyber Incident News Feed
• NIST Risk Assessments
• Managing Microsoft 365 Licensing
• Microsoft 365 Security (Depending on Licensing)
• Email Spam Filtering
• Advanced Security Network Monitoring
• Compliance and Privacy Protection Assistance
• Two Factor Authentication
• Active Directory Review and Remediation to confirm all users and what they have access to
• Backup and Disaster Recovery with scheduled testing for confirmation

Are you safe? Call us today to schedule a risk assessment.

How your hardware, software, and network function is the “physiology” of your infrastructure health.

Similar to air, water, and food for your body, you need to get this right to survive. Nothing else will function properly without the proper Remote Monitoring and Management (RMM) of your IT infrastructure. Baroan Technologies has invested seven years of research and development. This focused work evolved into a software company that has hundreds of other managed service providers (MSPs) utilizing the software solution that was created within Baroan Technologies. Working with these MSPs (and IT departments), we found a common theme. A tool is purchased, the standard templates provided are installed, the software is “turned on,” and the service provider or IT department is flooded with alerts. Eventually, the IT team turns the alerts off because they can never address the flood, and they miss critical alerts. They end up using the software for remote access and some basic features. However, they are not monitoring and maintaining as they should. We have addressed every nuance and detail related to RMM, starting with our Smart Monitors. Instead of applying static templates that quickly become obsolete, our Smart Monitors detect what you have and dynamically make the adjustments. Any MSP that purchases an RMM tool needs to create hundreds of scripted procedures. Most MSPs don’t have the time or necessary talent to do so, and the development never happens. Our program www.mspbuilder.com includes hundreds of dynamic scripts and procedures that evolve with each update. Each software tool we add to the suite of tools we use to maintain your network requires training, time, talent, and money to do it right. After we vet out a support tool, we select one of our Level Three engineers to become the expert in that software. They do the training, gain experience, and then they pass that knowledge onto the rest of the team. We also invest in professional services from the software vendor of the tool to review our installation and our use of the tool to make sure we are doing everything correctly and maximizing capabilities. Some examples of the suite of tools we use:

The following is a high-level list of tools employed for your safety.

• Base RMM tool enhanced with custom automation scripts/procedures. (Servers, desktop, laptops) Ask to review our Statement of Work listing our services. (There are too many to mention in this space.)
• Separate Apple device management RMM.
• Network management and monitoring and mapping. We can detect network issues quickly, down to the device level, and provide apped diagrams.
• Drive mapping for OneDrive for Business, SharePoint Online, and Microsoft Teams storage.
• Wireless site survey and planning software that also helps us troubleshoot where wireless issues are occurring and how to provide better coverage.
• IT Documentation Platform for devices that feed information into our account management software. This helps our engineers quickly troubleshoot.
• Software that captures system configuration documentation across cloud services, network devices, and on-premises systems, applications, and services.
• Professional services automation ticketing system with custom workflows for individual clients supported with bots for automation.
• Ticketing system schedule automation to make it easy for clients to schedule an appointment with an engineer to reduce phone tag.
• Interactive mapping to show client locations for quick and efficient dispatching.
• Synchronization and reporting with ticketing system and third-party applications.
• Incident management platform for after-hours notification working in tandem with a call center service to ensure a timely after-hours response.
• IT and assessment reporting.
• Automatic network scanning for vulnerabilities, anomalies, and malicious activity.
• Email relay services.
• Website availability monitoring

Baroan Technologies adopted RMM very early in the history of MSPs and has invested heavily to make sure you have your air, water, and food to function properly. Remember that payroll is the biggest line item on the Profit & Loss statement for most businesses. Having your people wasting time looking at a “spinning wheel” preventing them from working or being on helpdesk calls about performance is a huge cost that adds up minute by minute. The dollars add up very quickly.

Call to schedule a review of our Statement of Work which is a specific legal document that lists everything we deliver for your business in the RMM category.