At Sure Systems, we pride ourselves on always taking a thoughtful approach to IT support, focusing on keeping it simple to meet our clients needs in a straightforward, easy to understand approach.
A question that comes up when talking about our way of doing things is, “Why don’t you have a 24/7 help desk?” The answer is simple: the demand for after-hours support just isn’t high enough to justify it—and we’ve implemented smarter, more cost-effective solutions for our clients to address their most common issues.
This year, we handled 11,341 service requests. Of those, only 52 were after-hours calls, accounting for just 0.45%. Maintaining a 24/7 help desk for such a small percentage of requests isn’t practical (and can be costly for the client). So, we don’t do it – because we can resolve most issues proactively or empower clients to handle them on their own.
The most common after-hours issues we see are password resets and remote access problems. To address these, we’ve invested in tools and strategies designed to minimize disruption:
- Self-Service Password Resets (SSPR): This solution allows users to reset their passwords easily without waiting for assistance.
- Cloud Migrations: Moving files to platforms like Microsoft Teams ensures secure and convenient access from anywhere, at any time.
- Improved Remote Access Solutions: We provide robust user-friendly options for connecting to work systems remotely.
Beyond technology, we emphasize user training and education to equip clients with the knowledge they need to handle common scenarios. These measures reduce the need for emergency calls and allow us to focus our resources on delivering proactive, high-quality support during regular hours.
Choosing not to maintain a 24/7 help desk isn’t about cutting corners—it’s about delivering support in a way that works best for everyone. By addressing root causes and empowering our clients, we ensure your business stays up and running without the overhead of round-the-clock staffing. Plus, we’ve got on-call support when you need it.
If you’d like to learn more about how our approach aligns with your business needs, reach out. We’re confident we can meet your IT requirements effectively, whenever they arise.