Month: October 2021

IT Support: Why It’s Crucial to the Overall User Experience

Businesses don’t simply rely on their IT these days. Instead, it forms the ecosystem in which your business processes, practices, and all your data exist. So it makes sense then that IT support is an integral part of your business user’s overall experience.

Good IT support builds a level of trust with your users

Knowing that you have the right IT support team available to support your users provides them with peace of mind, wherever they’re located. They know that they can contact someone with their IT issues, or that there are protocols in place to ensure a safer day-to-day working experience. It sets a base level of trust and security between your business and its users.

But it also enables your users to build a rapport with your IT support team—a level of personal trust, so to speak. By interacting with a friendly, professional IT team, and engaging with them regularly (but hopefully not too regularly), this builds a connection where your users feel they can trust them with any issue. It helps to improve communication, and delivers more efficient working relationships.

IT support saves time—for everyone

Having an expert IT company in Adelaide on call to solve your IT needs serves to minimise the amount of downtime your users experience. Nobody likes infuriating wait times caused by technical issues, and having a team on hand to get your users up and running faster provides them comfort that they won’t be staring at an error message any longer than they have to. Proactive support, too, means they’re able to catch IT issues before they become problems, and reduce any potential downtime your users would otherwise face.

IT support works to reduce friction in your users’ day-to-day activities. Your IT support team lays the technical groundwork, and deliver ongoing maintenance, to ensure your business systems run as smoothly and as efficiently as possible. By optimising your systems and networks, your IT becomes so seamless that your users don’t even think about it.

IT support delivers a safer internal and external security environment

Your business users probably go about their days with a pretty high level of comfort. They access your network, systems, and platforms without even worrying about external security threats. 

And this is all due to your Adelaide IT support team. They’re the ones working behind the scenes to patch your programs, update your antivirus software, tweak your firewall settings, and optimise your VPN, to deliver the safest possible working environment for your users.

Without an IT support team, you’d be operating on eggshells. One wrong click here, the wrong email downloaded there, and your systems would become the victim of malware or cyber attacks quicker than it takes to forget your “extra secure” password.

You can support your users better, wherever they’re working

Without the right IT support on board, your users wouldn’t be able to work remotely. This service is crucial in setting up and maintaining your remote workstations, setting up and optimising the VPNs, and even providing the suite of tools and platforms that your users access on a daily basis.

And having an expert and professional IT support team on board makes this infinitely easier. Your teams know that they’ll be able to contact a person who can fix their problems. They won’t be left waiting, won’t be treated with disdain—they’ll be able to work with someone who helps them actually feel supported.

The right IT support is critical in delivering the remote work experience. It helps to improve the flexibility of your users and streamline how your staff operate, whether they realise this or not.

And as well as ensuring your staff are set up correctly, they can actively help you optimise the experience as it continues to roll on, and can provide advice and guidance on the best tools to use for your specific user needs. It might be as simple as suggesting a better team communication tool, or as wide-spread as initiating a more collaborative whole-business intranet.

Your IT support team in Adelaide streamlines how your users collaborate, wherever they’re working. And this is a crucial part in the modern user experience that people often take for granted. They just expect it all to work. 

But without IT support, it doesn’t.

It’s critical to bring them in at the beginning

But good IT support doesn’t just happen. It’s crucial to bring your IT support team on board as soon as possible to help get them involved in improving your overall user experience.

By involving your IT support in the initial stages of your planning and projects, they can work out an IT roadmap with you. This ensures the IT user experience is taken into account with your long-term business planning. It ensures your plans for scaling, for upgrades, for software changes, and even how you bring new users online, are all considered and taken into account within your broader business plan.

Involving your IT support right at the start ensures it all happens smoothly. And after all, if you users don’t notice anything, then your IT support are doing the right job. That’s the optimal user experience.

Ready to improve your business user experience?

At GPK Group, we deliver managed IT support for Adelaide businesses, to help you streamline your user experience, and deliver an optimised tech ecosystem for your business.

Get in touch with us today to discuss how we can help you deliver the best experience for your users, wherever they are. 

Common Misconceptions with IT Support

Navigating IT can be confusing for many businesses, especially if you are considering outsourcing your IT to an external IT support provider. In fact, according to a survey completed by the Australian Bureau of Statistics, uncertainty around the benefits, and insufficient knowledge of Information and Communication Technologies prevented 24% of the businesses surveyed from investing in IT.

There are many misconceptions that businesses can have in regards to IT support and this article will help sort fact from fiction to help your business make the best choice for your IT support. 

Misconception: If your business has existing internal IT, you don’t need external support

Fact: Outsourcing to an external IT provider can make your inhouse IT team more efficient

Just because your business already has internal IT staff, you can still save time, money and resources by hiring external IT support. Outsourcing your IT can help your existing technology person or team with updates and technical support, allowing your internal team to work on strategic planning and company growth, and other revenue-driving operations.

Additionally, internal IT staff or support teams struggle to provide the same level of expertise that a specialist IT support provider can provide. Specialist IT providers are constantly undergoing training in the latest technology, trends and software from which your business can benefit from. By outsourcing your IT support, you can provide your business with access to IT experts with specialist knowledge.

GPK Partners work with many organisations that have multiple IT representatives, and they leverage our knowledge and expertise to meet their business goals.

Misconception: External IT support is too expensive for many businesses

Fact: There are different support options to suit most budgets

A major misconception that many business owners believe, is that they just can’t afford to outsource their IT support. Outsourced IT services aren’t just for big companies; most IT support providers have options available to support businesses at a range of different levels and budgets. According to research from Deloitte, most businesses budget about 3.5% of their total business revenue to their IT spend, but all businesses are different and particularly if your business is just starting out it may be tough to allocate a large amount of your budget to IT services.

Speak with your prospective IT support provider to decide how much budget you are happy to spend and they will be able to work with you to configure a support plan and budget that will suit your requirements. 

Misconception: Managing IT internally is cheaper

Fact: Outsourcing your IT can actually save your business money

Many companies are under the impression that outsourcing their IT needs will lead to an expensive bill. In fact, outsourcing your IT needs to an experienced IT support provider can actually result in cost savings, because your level of IT support can be customised to suit your budget and unique business requirements. 

Additionally, businesses that only have internal IT teams can have much higher research, development, and implementation time, all of which can increase costs to your business. Your IT support provider can help you redesign workflows, automate tasks, and upgrade your equipment so that your business can easily and cost-effectively keep ahead of your business competition.

Misconception: Outsourcing means your business will lose control of its IT infrastructure

Fact: Your business’s IT infrastructure will remain 100% your property

Businesses who are considering outsourcing their IT to an external IT support provider often worry that by doing so,  they will sacrifice control of their IT systems. While your IT provider  will need a certain level of access and control over certain IT systems, all of your business’s IT networks will always remain under your control.

Allowing an external IT support company to manage your IT services does not mean relinquishing control, but instead they will be optimising and improving your business’s systems.

Misconception: All IT support providers are the same

Fact: It support providers are as unique as your business

This is an increasingly common misconception, especially if a business has had a negative experience when dealing with a previous IT support provider. In fact, some IT companies specialise in working only with certain industries and business types, and just like your business, IT support companies specialise in a range of different areas, and each offer unique expertise and specialties that they can bring to improve your business.

Trust your business’s IT to the experts, GPK Group

According to a recent Smart Company business survey, 63% of businesses surveyed are looking to enter a growth phase, and a majority of businesses are planning to invest in their IT infrastructure and technology; so if your business is in the same situation, why not work with IT support Brisbane businesses recommend?

If you want to outsource your business’s  IT requirements to an experienced and professional IT company, Brisbane businesses choose to work with the GPK Group, the IT experts. GPK Group is among the top IT support companies Brisbane businesses trust with their IT needs, contact us today on 1300 000 475 or claim your Free IT Network Audit here.

How to Successfully Choose an IT Support Company

Choosing an IT company to support your business’s IT needs can be a difficult decision, as there are so many different IT providers to choose from, all with their own pros and cons. This article has some important factors to consider to help you select the most suitable IT support provider for your business. 

Make sure your IT support company has the required experience

When you are vetting any potential IT support company, you need to ensure that they have experience working with the type of business that you run. According to research by American cybersecurity and data backup company Datto, on average, IT companies can serve businesses across up to 6 different industries.
Different industries and business sizes can have very different IT systems and set-ups, so you will need to ensure your chosen IT support provider has experience with businesses similar to yours.

Additionally, it is a good idea to get in touch with some of their past and current customers, so you can determine whether their service lives up to their promises. Any reputable IT support company should be happy to provide you with references or testimonials.

Learn what their specialties are

In addition to learning that they can competently work with your type of business, it is also important to learn what your potential IT support company’s areas of expertise are.

Different businesses utilise specific IT systems and processes that are unique to their business sector; for example, retail businesses have very unique IT requirements, dealing with systems like POS, stocktaking and inventory software, and warehouse connectivity and operations.

By choosing an IT support company that specialises in your sector, you can be assured that your chosen IT provider can confidently support the areas that your business requires assistance in, helping your business achieve its IT goals.

Ensure their service offering matches your needs

A simple way to compare different IT support providers, is to compare their service level agreements, or SLAs. The SLA should include a specific description of the services to be provided and expected service timeframes, and the tasks and responsibilities of both the IT support provider, and of your business. Your SLA will help to set the standard response times and processes for things like equipment downtime, asset management, and system failures. It also confirms who your primary contact person would be and any relevant escalation processes.

It is also important to learn if there are any specific things that your SLA would NOT cover that you would require, so you can ensure that you have any required plans in place for those situations or if you would need to look for a different IT support provider.

When you are getting quotes for your potential IT company, ask for an outline of their SLAs so you can check to make sure they match your requirements.

Find out their approach to security

According to the  Australian Cyber Security Centre Small Business Survey 62% of business owners surveyed have experienced a cyber security incident. These days, cyber security should be a major part of your IT plans, but it can often be confusing for business owners to know what they need. 

Your chosen IT support provider should have experience and a proven track record in providing cyber security planning for your business They should also be able to recommend procedures in case of cyber attacks or data breaches, and data back-up security measures to ensure your confidential business information remains safe.  It is also smart to partner with an IT provider who is able to provide cyber security training for your team; according to the 2021 Data Breach Investigations Report from Verizon, in 2020 human error played a part in 85% of all breaches recorded, so education of your staff should play a key role in your cyber security plans.

Make the right choice for now, and your business’s future

Finally, it is important to consider your future business plans to make sure that your chosen IT provider can help you meet the business goals you have today, as well as the ones you are planning for the future.

Ensuring that your IT provider can provide you with a scalable IT solution that has the ability to grow and change with your business is imperative to ensure a long-lasting business partnership.

If you are looking for the IT experts, look no further than GPK Group

When it comes to securing your business’ IT needs, you want to work with a company that will work hard to achieve the very best outcomes for both parties. This is why it’s important to choose the right IT support Brisbane businesses can rely on in the long term.

So if you want to outsource to an experienced IT company, Brisbane businesses choose to work with the GPK Group, the IT experts.Our portfolio of Managed IT Services offer Australian businesses an extensive and modern IT solution to manage your business’ unique IT needs. 

GPK Group is one of the top IT support companies Brisbane businesses trust with their IT needs. Contact us today on 1300 000 475 or click here to learn more.

Understanding Tech Terms with IT Services

The world of tech can be frustrating at times – simply because of all the jargon the industry throws at you daily. These terms can be misinterpreted, misunderstood and at worst intimidating.

So below, we break down a range of important tech terms your business will likely come across when dealing with technology and IT services providers.

404

An error arising when you go to a webpage that doesn’t exist. That’s typically because the webpage has been deleted or maybe you’ve misspelt the URL (see below).

Back-end

Refers to a part of a particular application that performs a vital task. But you, as the user, don’t even need to think about it as it’s happening. It’s not at the front-end.

Backward compatible

Software that is backward compatible means it is compatible with earlier, superseded versions of other software or hardware. The 2010 version of Microsoft Word, for instance, can read 2003 Word files.

Bandwidth

The maximum amount of data that can travel down a path of communication.

Break / Fix

Traditional IT services that only respond when IT problems arise. They are more reactive, rather than proactive.

Business continuity

The systems you have in place to clearly outline what you will do if disaster strikes your IT systems (similar to a Disaster Recovery Plan).

Cloud computing

Storing and accessing data over the Internet rather than on a separate hard drive. Think Dropbox and iCloud as examples.

Cloud hosting

Where the cloud stores your data on interconnected servers, as opposed to you hosting in a single server.

Cloud migration

Moving your data and processes to a cloud-based solution.

Cookie (or tracking cookie)

A piece of code created by a website server and stored on your computer. It monitors your preferences and your activity.

Cybersecurity

Measures you put in place to defend your IT systems from cybercriminals. Learn more about Australian cybersecurity threats here.

Disaster recovery plan

A plan to prepare your business in case your IT systems fail or your website crashes.

DNS

“Domain name server”. It’s what translates your web address into an IP address (definition below) so you don’t have to type in an IP address if you want to go to a website.

DoS/DDos Attack

A type of cybersecurity attack where somebody tries to make your computer or network unavailable – typically by trying to flood your network with an overload of information so your systems crash.

Encryption

Where you can transform your data into an unrecognisable form so unauthorised people cannot access your information.

Firewall

A security barrier to protect your computer from external connections and networks.

Gateway

A location within your network allowing it to connect with other networks.

IPaaS

“Integrated Platform as a Service”. A cloud-based platform allowing you to connect with systems in the cloud or on your premises.

IP Address

“Internet Protocol Address”. A group of numbers assigned to a particular network.

Intranet

A private group of interconnected networks allowing different computers to communicate with one another.

IT

“Information technology”. Refers to the use of computers to create, store and exchange information electronically.

LAN

“Local area network”. Connects devices within a confined area, usually in the same building, through a private network.

Managed IT service provider

MSP for short. An IT service provider providing a proactive (rather than just a reactive) customer service to deliver IT solutions for organisations.

Phishing

Email fraud where somebody sends you emails appearing to come from somebody legitimate, but aim to deceive you into providing personal or financial information.

POP

“Post office protocol”. A protocol used by an ISP (see above) to handle your email.

RAM

“Random access memory” (sometimes just referred to as memory). RAM stores information used by your computer. The larger the RAM, the more your computer can store (generally).

Ransomware

A form of IT blackmail. Where malicious software blocks access to your systems until money is provided.

Remote access

Your ability to access your company’s IT network from a remote location, whether it be home or the beach.

ROM

“Read only memory”. A computer’s memory than cannot be changed by you.

SAAS

“Software as a service”. Where you can use a piece of software, provided to you as a centrally hosted service.

SSL

“Secure sockets layer”. This allows you to send encrypted messages to other people across the Internet. A URL (see below) that begins with “https” shows that there is an SSL connection.

URL

“Uniform resource locator.” Commonly known as a web address – for example, https://gpk.firesauce.media/ is a URL.

IT tech terms aren’t confusing with us

Contact our managed IT services Brisbane team to learn more about how these tech terms interact with your business.

Our support team specialises in creating robust IT services strategies to help your business not only operate smoothly and strengthen its network security, but grow and succeed in the process.

Shortcuts & Hacks to avoid with Managed IT Services

In life, shortcuts and hacks can make difficult or frustrating situations and issues easier, but often they can end up causing more trouble in the long run! The same can be said for shortcuts and hacks for your business. 

In today’s business landscape, companies are looking for ways to save money and reduce their spend due to the effects of COVID and lockdowns, in fact, a survey conducted earlier this year by the Australian Bureau of Statistics reported that 30% of business surveyed had suffered from reduced cash flow and 41% of businesses reported that their cash on hand could cover less than three months of business operations. But while saving money can be very important and even beneficial in many ways for businesses, it shouldn’t come at the expense of your business operations.

When talking about IT for your business, the outcomes of a hastily implemented shortcut or money-saving hack can often be disastrous. In this article, we will discuss shortcuts and hacks to avoid when working with managed IT services and why sometimes, slow and steady is the best way to go for your business’s IT. Here are some of the main IT shortcuts and hacks you should avoid… 

1. Skipping onboarding

Onboarding is the process of setting your company up in order to effectively work with your managed service provider, or MSP. This can include an audit of your current systems and setup, including your current licensing, passwords, your business partners, and key contacts within the business. While onboarding can take time and resources, it is essential to ensure that your working relationship has a good starting foundation to work from, and so when you need problems solved in a hurry by your MSP, they aren’t scrambling to learn this information.

2. Signing up for the cheapest managed service agreement plan

While it may be tempting, it can be risky to go for the cheapest, minimum coverage plan for your managed services. By signing up for only, for example help desk and minor fixes, you aren’t going to be getting the best value you could from your MSP. Working with your MSP should be  a business arrangement that can help you to grow and improve your business, rather than just putting out IT fires. 

3. Not investing in adequate security training and software

According to the Australian Cyber Security Centre (ACSC) an average of 164 cybercrime reports are made by Australians every day, or approximately one every 10 minutes. Additionally, ransomware has become the biggest threat, and malicious emails (i.e. phishing emails) were among the highest reported incidents.

What this shows is that cyber security should be a high priority for any business, and security training for business employees should be non-negotiable for businesses who want to keep their company and customer data safe and protected.

Another non-negotiable is investing in adequate security protection appliances such as unified threat management devices (UTMs). Many businesses are put off by the cost of these appliances as they can be quite expensive, but these all-in-one security solutions will prove their worth when faced with security threats for your business.

4. Not utilising your MSP for procurement

Many business owners are happy to make purchases of items such as computers, printers etc themselves, based on recommendations. But the only recommendations you should be taking when purchasing IT equipment is from your MSP. 

While you may be able to get some great deals on cheap laptops at your local big-box retailer, your MSP will be able to recommend the right hardware and software systems to perfectly suit your requirements, and often have special relationships with vendors to ensure a great deal when purchasing your equipment.

Another common mistake business owners make is not purchasing the right software to suit their needs, for example purchasing personal use Microsoft Office instead of Commercial Use which has a different set-up and license agreement. Your MSP will be able to navigate these options for you and help your business make smarter software decisions.

Choose to work with the IT experts, GPK Group

So, if you are happy to avoid hacks and shortcuts when looking at IT services, Brisbane businesses choose to outsource managed IT services to the managed services experts, GPK Group.

At GPK Group, our portfolio of Managed IT Services offer Australian businesses an extensive and modern IT solution to manage your business’ unique IT needs. GPK Group are experienced in working with Australian businesses, big and small, and offer the IT solutions that Brisbane businesses need; contact us today on 1300 000 475 or click here to learn more.

Our Top 5 Must-Have Managed IT Services

Managed IT services are a popular choice for businesses who want to outsource their IT and are after an all-in-one IT solution. Many different companies outsource their IT to managed service providers (MSPs) and use MSPs to cover a range of different IT services. In this article, we will discuss some of the popular managed IT services Brisbane businesses require.

What are Managed IT Services?

Managed IT services are essentially ongoing support provided by a MSP, normally for a fixed monthly fee. This resource can involve a range of services, but overall it consists of proactive monitoring and maintenance along with priority support and user and device management, to keep business IT systems running at peak performance.

What are the Benefits of Managed IT Services for Businesses?

The main benefit of managed IT services is that they are designed to take the worry and hassle out of IT, especially for businesses owners who aren’t particularly tech-savvy. 

Investing in managed IT services also not only means that issues get resolved quickly, but businesses also have access to the latest technology and innovative solutions that can maximise productivity as well as increase profits. 

What are the Most Popular Managed IT Services?

While managed IT services can cover a range of services and benefits, some of the most popular ones are:

• Managed Service Desk

This is generally the most requested IT service for most businesses and covers services like terminal server, desktop, and device management, and help desk/troubleshooting support for both onsite and offsite teams.This service can be valuable even for companies with their own existing IT teams; by allocating ongoing IT tasks to your MSP, your internal IT team has additional  time and resources to focus on more specific revenue-generating projects. 

• IT Strategic Planning

IT strategy planning helps to enable and assist business growth, and can help your business achieve its objectives and goals. 

As part of this service, MSPs can identify key technologies and processes that enable your company to streamline and manage its processes more efficiently, helping to digitally transform your organisation and align your IT processes more closely with your business’s future plans. Your MSP can also assist with budgeting and procurement for additional technologies your business might require.

• Cyber Security

Preventing cyber security attacks has become crucial for all businesses, with scammers and hackers becoming more sophisticated in accessing confidential business information. Cyber security services can help your business protect your confidential business data, prevent cyber security attacks and help your business meet legal privacy and security obligations. According to the 2021 Data Breach Investigations Report from Verizon human error played a part in 85% of all breaches recorded in 2020, so ensure that your business partners with a MSP who is able to provide education around these issues for your team, in order to help reduce any security issues in the future.

• Data Back-up and Recovery Solutions

Your business’s data needs to be managed effectively and backed up in order to remain accessible and available for any emergency situations including security breaches or accidental loss or deletion. That’s why data management plays such an important role in keeping your business running securely and efficiently and why it is such a popular service offered by MSPs.

• Cloud Consulting and Migration

Incorporating cloud software such as Microsoft Office 365 and Teams enables businesses to help their workforce to operate remotely, provide easier scalability and promotes a more collaborative workforce, which is very important in the current business climate with more businesses needing to be able to manage remote and offsite teams during lockdowns. Many small companies are embracing these new technologies, in fact SmartCompany’s 2020 small business trends survey found that 28% of small business owners surveyed planned to invest in cloud-based software. 

Choose to work with the IT experts, GPK Group

Looking for IT services? Brisbane businesses choose to outsource managed IT services to the managed services experts, GPK Group.

At GPK Group, our portfolio of Managed IT Services offer Australian businesses an extensive and modern IT solution to manage your business’ unique IT needs. If you’d like to find out how we can help manage your business’s IT requirements, contact us today on 1300 000 475 or click here.