As you know from our previous articles, we view IT support as ‘human support’. Client Ambassadors for Flex IT are so named because we see the individual as representing the client within our (Flex's) operation; similar to an embassy to another country having ambassadors to the government. This way we extend the ethos of ‘holistic’ IT support and put it into working practice by bringing a type of governance to the way we support our clients. Client Ambassadors have a system of processes to follow that support decision making and assists with the management and optimisation of our service provision.
In simple terms, we view Client Ambassadors as a hybrid of an external IT service provider and an employed IT staff member, or internal department.
The purpose of a Client Ambassador is entirely about managing the clients’ estates and simply making things work properly, building trust, and becoming a partner to success. In honesty, we’re not sure there are many IT providers or MSPs that go to the lengths of formalising ambassadors with their clients in this way.
One of our Flex Ambassadors put it beautifully following a visit to a client’s site when he said ‘Your relationship, with the staff, the banter, the trust [they show] to have you walk around, go where you want, give you access to keys etc. That’s all the things you get with an internal IT department. In my view, no other IT company does this like us.’
And so you have an understanding of what we did to prompt this comment, this is our report from the prior site visit:
- Door Access System has been migrated to the server
- Windows 10 machine has been removed and desk cleared.
- J had set up a virtual local area network (VLAN) but there was already one existing, so I’ve removed the VLANs from the switches that don’t need it
- The Paxton fob reader has been connected directly to the server, and I’ve talked through the process for assigning fobs moving forward
- Antivirus software has been deployed
- 5 Port Mini Switch that was in main cab has been removed, this was the backup ethernet link connecting all the switches, the switches are now linked by fibre only
- Old machine removed and reset desktop
- Installed an additional 8GB RAM
- Remote Monitoring and Management installed with User Account Control, then remove Global Admin rights after Datto lands (data retention service)
- Ex-employee laptop has been wiped and assigned to another user (This laptop will later be wiped and set up again for another user)
- Deployed the two remaining Yealinks (communication and collaboration devices), and reconfigured phone for another user
- General tidy up of unused IT kit sitting around (IT store room now has five spare monitors, keyboard, mice, monitor stands etc.)
- Local Area Network section in glue has been updated with the LAN and VLAN details
- Also been adding in passwords from their Master Spreadsheet so we have a record of what we need.
Still to be addressed:
- Enable USB Passthrough from the server to the virtual machine
- Setup a backup of Virtual Machine 01
- Discuss the Microsoft 365 licenses
- Assign Global Admin rights to user’s account so that he can complete the Datto.
All this as part of our Client Ambassador service, but not all as standard!
‘While I’ve got you’
Being the open and friendly team that we are, we often get the classic, ‘while you're here...’ type question. For some service providers that immediately elicits the response of a sinking stomach and inner eye-roll or even a blatant glance at the watch whilst sighing!
We actually encourage our clients to think of those annoying little things that they’ve perhaps put aside for a month or two, avoiding a help desk ticket or explaining what the trouble is - it’s not that important after all, right? Client Ambassadors are yours; we’re here for you always, whether we’re in your office, or on the phone. Remember, we’re a hybrid of an external provider (none of the employment responsibilities), and an internal staff member (readily available).
The ’while you’re here’ question signifies a lowering of barriers between us and you – there’s no need to put anything aside, bring it to our attention, you never know what may come of it! You could even uncover new opportunities for business – but it only really works if you have the right kind of relationship with your service provider…
Is Flex IT the right kind of service provider, for you?
We’d love to find out! If you’ve grown to the point that you can’t or no longer want to handle the IT in your business, if you’ve got an established IT setup, but need upgrades, if you can’t trust your current MSP to hold keys and have free access to your inner workings, then speak to us.
We’ve got your back, from everyday support to crisis management, and all the fun stuff in between.
Flex IT are your partners in business, working with you to achieve your objectives – with flexibility built in…
Learn more about our support plans today.
