Back

Yield Better Business Results with NENS Managed IT Services & Care

At NENS, we understand that every business is different, as are your IT needs. But no matter your business specialty, size or strategy, everyone can harness the efficiencies and value gained by implementing best practices. To help you achieve your technology and business goals, NENS offers four standard levels of managed IT services.

Contact us to get started

5 Key Help Desk Metrics Executives Should Know

The IT help desk may seem a world away from the executive spotlight, but that doesn’t mean management should be oblivious to it’s effectiveness – namely in the 5 key help desk metrics executives should know about.   Money wasted on inefficient processes is money that can be recouped by effective management, and when it […]

The IT help desk may seem a world away from the executive spotlight, but that doesn’t mean management should be oblivious to it’s effectiveness – namely in the 5 key help desk metrics executives should know about.

 

Money wasted on inefficient processes is money that can be recouped by effective management, and when it comes to IT help desk it’s all about processes. Understanding how your organization takes care of IT issues is the first step in making sure those processes are as effective as they can be both financially and technologically.

 

  1. Satisfaction – Are the customer’s of your IT help desks leaving happy? If not, they should be. In the era of “the customer is always right,” this is a key element for executives to know pertaining to their help desk processes. Unhappy customers could be due to a flaw in the system – and likely means they won’t stay customers long.

 

  1. Volume – An executive can’t ensure an effective process if they have no idea how much it handles, and IT help desk are no different. Understanding the IT ticket volume, or how many requests come through over a given time, is one of the first steps in understanding the entire help desk process. Proper metrics should be able to show how this number fluctuates given different variables, such as hours worked per project, time of year or project type, that will help narrow down improvement possibilities later on down the line.

 

  1. Ticket Response Time – The time it takes to complete a ticket, or ticket response time, directly coincides with efficiency and customer satisfaction, which means it’s one of the metrics executives should keep their eyes on. Lower ticket response times means quicker outcomes for customers and clients, which leads to happier clients overall. It’ll also free up more time for your employees to be working on other projects. If your customer satisfaction is low, and your ticket response times could be improved, this may be one of the first variables to work on for improvement.

 

  1. Channel – How does your team receive the brunt of their IT tickets? With organization’s using new methods of customer outreach such as social media or web chats, IT help desk support can receive help tickets in numerous ways. Knowing which channel is the most – and the least – effective is important in prioritizing changes to improve IT help desk efficiency.

 

  1. Ticket Classification – Perhaps the most important help desk metrics executives should know is specific types of the problems at hand. Finding trends in popular or upcoming problem areas can provide insight for a savvy manager to move ahead of the curve, leading to improved response times, increased customer satisfaction, and elevated brand loyalty from your customers.

In today’s tech savvy world, metrics are the new gold standard for improvement. Tracking these metrics, either within your own team or with the help of an IT partner, can help improve operational efficiency and increase customer appreciation, which is what’s going to continue to drive sales later on down the line.

[ + Read More ]

Do you need a network assessment or audit?

In order to stay ahead of the latest cyber security threats, it’s no surprise you need to have a checkup on your systems, which usually comes as a network assessment or audit. While the two terms may seem almost interchangeable – and are in many cases similar – it’s important to know the difference between […]

In order to stay ahead of the latest cyber security threats, it’s no surprise you need to have a checkup on your systems, which usually comes as a network assessment or audit. While the two terms may seem almost interchangeable – and are in many cases similar – it’s important to know the difference between the two, and what they both mean for the security of your organization’s IT infrastructure.

Keeping Up With Compliance

 

Traditionally, a network audit is done to ensure an organization’s current network security is up to par with standing regulations, and is used to understand whether or not compliance demands are met. These demands can be specific to certain compliance obligations within your organization, or overarching compliance obligations like HIPAA and/or the California Security Breach Information Act, which may lead to potential fines if not met.

 

In short, a network audit is undergone to ensure security measures at least reach the overarching criteria required by the regulatory obligations your organization is legally obliged to follow – and nothing more. It’s a compliance check for mandatory regulations.

 

Finding A Place for Improvement

 

While a network audit may simply look for conditions within your network which do not meet regulatory compliance, a network assessment can go a bit further for your organization.

 

A network assessment is an overarching look at your organization’s IT infrastructure, security and management to pinpoint pain points within the process and identify potential areas for improvement. Areas of interest in a network assessment can include bandwidth bottlenecks, security flaws, and under-or-over used resources.

 

Partaking in a network assessment can help alleviate your IT infrastructure of headaches that have been plaguing your network, and offer more resources for implementing new or more processes within your network environment. Where the network audit looks at compliance obligations as the end-all, be-all, network assessments look beyond seeing strictly whether or not specific demands are met, and provide insight to maximize the potential of your IT environment.

 

Which Do I Need?

 

Knowing whether to have a network audit or network assessment done on your IT infrastructure is as simple as understanding what goals you’re trying to meet.

 

Are you looking to ensure your organization is legally compliant with federal and/or state-specific IT regulations? Get a network audit.

 

Are you looking to find areas that need improvement to create a more effective and enhanced network environment? Get a network assessment.
Whether you need a network audit, assessment or any of the potential upgrades or security patches either may reveal, working with a trusted IT partner like NENs is the most effective way to ensure your organization’s IT environment is both up-to-speed with both outstanding compliance obligations and the latest technology.

[ + Read More ]
What our clients have to say
  • Since Advantage Payroll began working with NENS over six years ago, there have been many changes in technology. NENS has helped Advantage grow into the 21st century. Data security is a great concern in our industry, and NENS has made it very easy to protect our clients’ sensitive information.

    Ryan Stacy
    Advantage Payroll
  • I can’t say enough great things about NENS. They are professional, friendly, and responsive and the perfect fit for our company. Actually, they make me feel as if they are an extension of our company (the IT department), just under a different name and housed in a separate facility. I rarely have issues and when […]

    Nicole S.
    Action Lock & Key
  • Over the years, NENS has been a great service partner for Prospeed. We have complimentary areas of expertise and by referring each other to new clients and working together, the clients get a feeling that they get a package deal with our two offerings. We both share a strong interest in combining top notch customer […]

    John Donovan, Prospeed
  • We have used New England Network Solutions IT services for several years. Knowing that they are always there for us whenever we have computer or software issues is a great relief. We run a very active business and we can’t afford any downtime for email, accounting and Internet access, where our scheduling calendar is available […]

    Ann Braucher, Office Manager @ Black Lab Alarm, Inc.
  • The GHI Companies recently completed a server upgrade with NENS and we couldn’t be happier! From the kick-off meeting to the closing conference NENS performed as promised and then some. As a service business it was critical that we minimized “down-time” during the conversion process and complete the project on schedule, and the consultant went […]

    GHI
    -Michael Hughes, GHI Companies
  • I would 100% recommend NENS to anyone. Otherwise we would be looking elsewhere. We learned the hard way. With our previous IT company, I once spent 75% of my work week on IT related issues . Now I spend about 25% on IT related work each week, which we consider normal, since we do not […]

    Laurie Buonopane
    Aetna Lighting
  • “We are about 60% more effective, since we contracted with NENS. The new IT structure helped our office work more efficiently and NENS was able to help make our performance faster. NENS was able to diagnose issues quickly and fix them in a timely manner.”

    Kristen Hammond
    Office Manager, Mill City Medical Group
  • Ryan Stacy
  • Nicole S.
  • John Donovan, Prospeed
  • Ann Braucher, Office Manager @ Black Lab Alarm, Inc.
  • GHI
  • Laurie Buonopane
  • Kristen Hammond