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Support Services | IT Support

By: Guide Star Contributor
July 13th, 2023

Managing an IT infrastructure can be an overwhelming task for small to mid-size businesses (SMBs). With limited budgets, scarce resources, and competing priorities, navigating the complexities of technology can feel overwhelming. This is where partnering with a 3rd party IT support provider becomes a game-changer. By partnering with external IT service providers, like Guide Star, SMBs can access a range of benefits that help them overcome these challenges. From cost savings and access to specialized expertise to enhanced focus on core business activities and improved IT infrastructure reliability, 3rd party IT support offers SMBs a strategic solution to optimize their technology management while allowing them to focus on their primary business objectives. In this blog, we will explore the various advantages of external IT support and delve into the reasons why implementing such a service can prove highly beneficial for your SMB.

Support Services | Multi-Dwelling Unit | MDU | WiFi | Call Center

By: Jacob Shields
July 19th, 2022

In January 2022, Guide Star’s Call Center provided support systems and services within 24-hours for a national WiFi provider who primarily serves hotels and multi-dwelling units (MDUs). With over 300 hundred customers throughout the United States, this provider outsourced 24-hour call center support to a third party who unexpectedly went out of business, due to financial complications. As a result, this third party service failed to provide any notice, and suddenly, the WIFI provider was left without representatives to answer calls or technicians to troubleshoot WIFI issues to existing customers. In less than 24-hours of speaking with this WiFi provider, Guide Star was able to establish support services equipped with a new toll free number. Among the rush to restore essential services to the WiFi provider’s customers, Guide Star implemented a new ticketing solution through Zendesk, featuring reporting metrics to ensure customer satisfaction, thereby producing high-quality support services. Additionally, Guide Star set up 24/7 monitoring of each network device to observe, detect, and prevent any connectivity discrepancies before they happen. Within 72-hours, all of these systems were provided and completed for a thankful customer in a tough spot. By quickly re-establishing services for this WiFi provider, they were able to retain customer advocacy and satisfaction in a highly connected, second-by-second world. Not only were the services restored, but they were improved with Guide Star’s network monitoring services, leading to first call resolutions as high as 90% and an average speed of answer in less than 60 seconds! This success story displays how a nimble support operation can attack problems with expertise and precision to deliver a successful result. Let Guide Star be there to support your company.

Cybersecurity | Cybercrime | Support Services | Security | IT Support

By: Larry Davis
July 5th, 2022

Information technology is a critical component of running a successful business. Having effective and innovative technology ensures the success of your business and can help you generate more revenue. However, if your technology is not up to date or managed well, it can cost you time, money, customers, and more.

Cybersecurity | Support Services | Security

By: Evan Rice
June 28th, 2022

As we are all too familiar with, data breaches and cybercrimes are on the rise and causing major headaches and financial loss for businesses of all sizes. Cybercriminals want us to believe that large corporations are the only businesses getting hacked, however, small to medium-sized businesses (SMBs) are just as susceptible to cybercrime. In fact, 43% of cyber attacks target small businesses, according to Verizon’s 2020 Data Breach Investigations Report.

Disaster Recovery | Cybersecurity | Cybercrime | Support Services | Security | Consulting

By: Larry Davis
May 24th, 2022

The Importance of Saved Images At Guide Star, we have top-tier IT security practitioners, also known as our Blue Team, that engage with small and medium-sized business (SMB) owners and managers. Our blue team experts implement means and methods to mitigate cyber risk as well as arm your organization against future threats.