Every IT issue is a big issue – unless you have a knowledgeable and supportive team like the one at Mooncomputers on hand to get you back up and running as quickly as possible.
The firm provides everything from system engineering and installation through to security and disaster recovery, as well as a help desk providing advice and support as and when it is needed, from a laptop that won’t switch on through to a request for recommendations for a substantial system overhaul.
A team of IT specialists, technicians and engineers look after clients’ networks, systems and devices, responding to immediate problems and offering advice and guidance on technology and products that enhance business efficiency. There are fundamentally two sides to the help desk service: firstly, it’s a point of contact for those who are looking for solutions, a better or more efficient operating system, for instance; secondly, it’s somewhere to turn if and when things go wrong.
Sarah Lovelock, Operations Director at the Blisworth- based company, said:
“Effectively we are working with clients who don’t have their own in-house IT department. We provide a tailored service so that the client gets exactly what they need, and we understand that with IT it’s not a one-size-fits-all approach.
“We are very much a local company, we try to recruit locally and, as far as we can, develop our teams from apprenticeships through the different stages of their careers. That way, they understand our approach and the tools and services we use, and they get to know our customers and how they operate, so that they are in the best position to advise them when they need help.”
Mooncomputers provides a service that is based on the number of users a client has, rather than the more common approach of the number of devices within the client business. The team feels that this approach leads to more of a holistic one-stop shop approach where the operations teams know how a user’s various devices are used across which platforms or networks, making it easier to identify where the source of a problem might be.
It’s an approach that also allows the teams to be pro- active when it comes to advising clients on how to keep their equipment and technology as up to date as it needs to be, giving sensible recommendations on what is available, what’s on the horizon and what would work best for the business.
Head of Operations Chris Cunningham said:
“This is a very fast-moving sector. By the time new products come to market they’re already developing the next big thing, or working on the next upgrade. It’s difficult to keep up with what’s already out there and what’s coming up in the next year or so. It’s often hard to know whether to go for the latest product or wait until the next one comes out; sometimes if a product is what you need but there’s a new version on its way, it might pay to wait because the one you want could well be cheaper once the newer one is available. It’s up to us to see things from the customer’s perspective and show that they can trust us to do the right thing by them.”
Some clients are very knowledgeable about technology and are keen to discuss with the Mooncomputers team exactly what products are available and how they will work within their business. Others simply want a system that works efficiently, and to know that the support is there whenever they need it.
Anyone from a client business can call the help desk, which is peace of mind not only for those in the office, but also for anyone working from home or who are away from the office.
Sarah, pictured right, added:
“Most of the time, all people want is to turn on their device and get started. And if they try that and there’s an issue, they just want to know who to call to get it back up and running. We support them as far as we can and even if it’s something we can’t do much about, maybe their broadband connection at home isn’t strong enough, for instance, at least we’re identifying the problem so they know why they’re having issues.
“If it is something we can remedy, then 99 times out of 100 we can help them with there and then. If it’s some- thing more serious, at least they know they’re getting the help they need to get them back to work as soon as we possibly can.”
Find out more about the services available at Mooncomputers at www.moon.co.it or call 01604 879330.
