What is Reactive IT Support?
Reactive IT support fixes problems once they have occurred. A server might crash, your company might fall victim to a cyber-attack, your email services malfunction, or you may accidentally delete an important document. These events have happened, and reactive support offers a solution-based action following the event.
Following this kind of scenario, a customer will log a support ticket and the ticket will be picked up by the IT support team. The support team will then seek to fix the problem. The key is that the crisis event has already happened.
What is Proactive IT Support?
Proactive IT support aims at preventing issues from occurring in the first place. Proactive support identifies points within your IT infrastructure that are susceptible to failure.
If your business is using an old server, and the server has been rusting away in the corner of your office for years, a proactive approach would identify this server as a possible cause of the crisis. We may audit the server and benchmark its operational capability and provide you with a risk assessment. Our recommendation may be to replace the server or migrate the data to the cloud.
This action is aimed at preventing a future scenario in which the server fails at a critical moment, creating disturbances in your business’ operational capability, reputational and financial damage, created by the infrastructure failing.
Our Remote IT Support
At Emerge Digital, we offer world-class remote IT support services, powered by award-winning technology and a team of specialist engineers. Available 24/7, our experts are always ready to help keep your business systems running smoothly.
Exceptional Support from Our Service Desk
Our Service Desk is the heart of our operation, providing reliable and efficient remote IT support. Equipped with a diverse skill set and powered by advanced technology, our engineers can swiftly handle a wide array of IT issues, regardless of their complexity. Additionally, our Service Delivery Manager ensures swift response to urgent issues and effective handling of intricate problems that may involve multiple communication channels.
We uphold ITIL-aligned processes and stringent Service Level Agreements to guarantee consistent, high-quality service. At the same time, we understand that the real impact of IT issues varies for every business, and we’re committed to resolving even the seemingly minor problems that can significantly affect your operations.
Proactive IT Support for Increased Productivity
Our advanced tech toolkit allows us to remotely access your systems and resolve issues swiftly. We employ machine learning to identify and fix minor issues proactively before they escalate. While our primary focus is remote IT support, we also provide on-site services when necessary, such as repairs to physical hardware.
Saving You Money on Internal Resources
Maintaining a team of highly skilled IT professionals can be expensive. At Emerge Digital, our team of certified engineers and technology specialists can provide a wide range of skills – from general to specialized – saving you the cost and hassle of managing an internal IT department.
Scalable Technology for Growing Businesses
As your business grows, you won’t need to worry about expanding your internal IT staff. We offer scalable remote IT support services billed per device, allowing you to scale up or down according to your business needs.
Features of Our IT Support
Certified Engineers
Trained and certified in leading technologies such as Microsoft 365, Windows, and Azure.
Service Desk
Multifaceted team capable of troubleshooting a variety of issues, including PCs, servers, phones, internet connectivity, and more.
Client Portal
Self-service portal to log and monitor tickets, access training courses, and view real-time reports on your systems.
Contact Us
To get started with our IT support services, contact us today and find out how we can help your business thrive.
Cyber Security; Proactive & Reactive
Cyber security is an area that demands proactive and reactive support. Cyber attacks will occur sooner or later and a reactive approach will be needed in order to mitigate compromised points within the IT infrastructure in the aftermath of an attack.
Binance, a cryptocurrency exchange, was recently hacked and lost £30 Million as a result. The CEO of Binance was quick to respond on a number of fronts, mitigating further reputational damage. He took to Twitter and live streamed updates concerning the company’s state of health. The company also shut down deposits and withdrawals into and out of the exchange locking down their vulnerable infrastructure whilst they looked for compromised accounts within their network.
These were reactive actions that were taken by the company. One action mitigated reputational damage, and the other prevented more money being stolen from the exchange.
The CEO said on his live stream that the exchange would be investing in tighter protection against such crisis’ in the future. The CEO promised to enhance the security of the exchange preventing, or at least greatly reducing, the likelihood that something like this happening again in the future. This is the proactive action that was taken. Investment in better security to protect assets in the future.
Both approaches to support are concerned with reducing risk. Reactive seeks to reduce risk via action taken in the moment of crisis. Whilst Reactive seeks to reduce risk by reducing the possibility of anything going wrong in the first place.
In an ideal world, a perfect proactive service would reduce the need completely for reactive support, but we all know that this is never the case!
