Tech Support
1. Computer Monitoring
2. Spyware Protection
3. Virus Protection
4. Removes Temporary Files
5. Windows Updates
6. Monthly Defrag
7. Help Desk
8. Server Maintenance
Computer Monitoring
• Checks for low disk space and serious system errors i.e. Hard drive failures
• Alerts go to Npower staff Attempt to backup and replace before failure
Spyware
• Scans and removes spyware daily in the background
Antivirus
• Antivirus is updated every 4 hours
• Scans run weekly on Sunday
Temp File Removal
• Temporary Files removed (Tues and Fri) Temporary Internet files Installation files Log files
• August 2007: 245,176 files – 6.5GB
Windows Updates
• Windows Updates deployed Thursday thru Monday
• Ensures critical updates are installed on every computer
• Updates are tested for reliability Minimize patch failures and errors
Defrag
• Defrag runs monthly
Keep Your Computer Turned ON
• Computers need to be left ON for maintenance and monitoring
• Logoff but keep power on
• Reboot computer once a month Set a reminder in Outlook?
Help Desk (new & improved)
• Toll Free – Unlimited Calls• 24 x 7 support
M-F, 8am to 10pm direct to help desk Weekends and after 10pm call service contacts on-call technician
• Remote support • Make the Help Desk your first call
Ticketing and escalation
• What can I call about? Software applications, hardware issues, printing, connectivity, web
browsing, random errors
Server Maintenance
• Critical processes monitored on the server i.e. Backup, disk space
• Server security patches/antivirus/antispyware
• Monday morning maintenance: From 12 AM to 5 AM Monday mornings Server may be rebooted
• Have documents saved and closed
• VPN & Remote connections will be lost