Laptops, office computers, Wi-Fi devices, internal servers, and employees' daily IT needs required a unified approach. Techservice took over the management of the company's IT assets, unified the management of devices and support requests using Atera, and integrated internal Nextcloud and Microsoft 365 OneDrive for files.
The project at a glance
- Challenge: Unified management of different devices, user requests, and file storage environments
- Solution: IT asset accounting and support process consolidation in Atera; implementation of Nextcloud on the company's internal servers and its use with OneDrive
- Support: 24/7 IT help desk, incident monitoring and regular reports
- Result: A more transparent support process for the company and a centralized view of devices and incidents for the Techservice team
Challenge: IT infrastructure is not just a list of computers
The company’s daily operations depended on laptops, desktops, Wi-Fi routers, and other network devices. Part of the same environment were office servers, employee accounts, Microsoft 365 licenses, and files with varying storage requirements.
In such an environment, a technical issue is rarely limited to a single device. An employee might not be able to open a file, connect to Wi-Fi, or have a problem with a work application. The IT team needs to quickly see which device and user the request is for, what happened before, and how to help the employee.
Techservice's task was to take responsibility for the company's IT assets and support and create a process where device management, support requests, and periodic reporting would be seamless.
Step One: Unify IT Assets and Support Processes
We started the project by taking over the management of the company's laptops, computers, Wi-Fi devices, and other IT assets. At the same time, we upgraded the work computers and servers to prepare the existing environment for further centralized management.
The main management platform Atera We used it. Through it, the Techservice team can view managed devices in one space, monitor their status, and work on employee support requests.
The change wasn’t just about displaying information on a single screen. When an employee reports a problem, the support team needs a way to connect the request to the appropriate device, investigate the issue, and intervene remotely if necessary. Atera’s workflow has integrated these activities into a single process. The employee no longer needs to find and install a separate program for each case just to help the technician investigate the problem.
24/7 IT help desk: Who does an employee turn to when they have a problem?
Made available to company employees 24/7 IT help desk. They can report a technical issue, and the Techservice team can receive the request, review it, and work on resolving the problem.
A centralized help system is beneficial for both the employee and the company's management. The employee knows where to turn for help. And the IT team can see current and previous incidents, the context of the device, and the actions already taken. This is especially important for recurring problems: in addition to a one-time fix, it becomes possible to see whether a broader change to the environment is needed.
24/7 availability In this case, it means a continuously operating support channel. The specific response or problem resolution time depends on the agreed terms of service and the nature of each incident.
Second direction: Which files should remain in the office and which should be accessible from the cloud?
The company was already using Microsoft 365 and OneDrive, but storing all its files in the cloud wasn't enough. Some files needed to remain on the company's internal servers, located in the office. At the same time, the team needed the ability to work with files online.
For this request on the company's own servers Nextcloud We implemented and maintained the file management process OneDrive We agreed with the environment. As a result, the company can serve two needs: maintaining specific files in the internal infrastructure and using Microsoft 365 cloud work tools.
It was important to clearly define the roles of the storages here. Using Nextcloud and OneDrive together does not mean that all files are automatically stored in both. The company needs to know what information is where, who has access to it, and how teams work with these files on a daily basis. We adapted the new environment to these needs.
Microsoft 365 licenses and work devices renewal
In parallel with the company's new file model We also renewed Microsoft 365 licenses.. This allowed employees to continue using Microsoft 365 and OneDrive for the things they needed, while using Nextcloud for files that needed to remain on the internal server.
We also updated laptops, desktops, and servers. The goal of this work was to make device health and employee support part of a unified IT management process. A new file environment is less useful if an employee's work device or support process hinders its use.
Reporting and attention to email security
Support doesn't just start when someone asks for help. Techservice sends the company Weekly and monthly reports Incidents and work completed. This helps management see what issues are recurring, where the IT team's time is being wasted, and which problems may need further attention.
We also provide recommendations Email security About. Employee accounts and emails are part of everyday work, so regular communication about security issues is an important component of IT support. Specific recommendations should be based on the company's environment and identified needs.
Result: Clear accountability and a unified vision
After the project, the company has an IT support process managed by the Techservice team: a 24/7 help desk is available to employees, and the IT team has a centralized view of devices and support requests in Atera. The company's file environment combines Nextcloud implemented on internal servers and the already used OneDrive from Microsoft 365, each with a different purpose.
The main change in this case was not the implementation of a single program. Techservice connected Device management, employee support, file storage requirements, and regular reporting — The parts on which the company's daily operations depend.
Are your company's various devices, storage, and IT requirements managed separately? Contact us at Techservice — We will assess your environment and help you manage it.
