From Prediction to Resolution


From Prediction to Resolution

2024 is creating some exciting developments of process and technology that are shaping the world of technical support as recently presented by a Gartner report. Here are some that the NVOY team are taking particular note of;


AI Predictability

Artificial intelligence and machine learning are the new giants, revolutionising the way technical support operates. From predicting issues before they occur to providing personalised solutions, these emerging IT trends are paving the way for a more efficient and proactive support experience.


Virtual Support

Automation, self-service solutions, and virtual support agents are just a few of the new tools in our arsenal, enabling us to streamline processes and provide faster, more efficient support. With these advancements, technical support teams can work smarter, not harder, delivering solutions at the speed of light.


Augmented Reality

Whether it’s troubleshooting issues with augmented reality applications or managing the deployment of IoT devices, technical support teams are the unsung heroes behind the scenes, ensuring that users can embrace new technologies with confidence and ease.


Creativity in Support

From gamification to chatbots and virtual assistants, these innovative solutions are transforming the way we interact with technology. By infusing creativity into the support process, we’re not only solving problems but also engaging users in a way that feels more human and personal.


The world of technical support is anything but dull. With emerging IT trends, technology advancements, and innovative solutions leading the way, there’s never been a more exciting time to be a part of the support community.

Retaining help desk efficiency whilst embracing AI

Recent incidents, such as the DPD AI chatbot controversy, shed light on the importance of finely tuned help desk operations. 


DPD AI Chatbot Sparks Controversy

The recent debacle surrounding the DPD AI chatbot, which took an unexpected turn by swearing, criticising its own capabilities, and calling itself useless, serves as a cautionary tale for businesses relying on automated support systems. The incident underscores the need for meticulous help desk optimisation to avoid unexpected mishaps and maintain a positive customer experience.


Help Desk Optimisation: A Strategic Imperative

The core of efficient support lies in help desk optimisation. Discover how businesses are strategically enhancing their help desk operations, streamlining processes, and leveraging technology to ensure seamless customer interactions. From ticket creation to resolution, the focus is on creating a well-oiled support machine.


Reducing Ticket Resolution Time: The Need for Speed

In today’s fast-paced business environment, time is of the essence. Explore how organisations are implementing strategies to reduce ticket resolution time, ensuring that customer issues are addressed promptly. Swift resolutions not only enhance customer satisfaction but also contribute to the overall efficiency of help desk operations.


Incident Management: Navigating Challenges with Finesse

Incidents are inevitable, but how they are managed can make all the difference. Delve into the evolving landscape of incident management, where businesses are adopting proactive approaches to identify and resolve issues before they escalate. From monitoring systems to real-time alerts, incident management is becoming a cornerstone of efficient help desk services.


Problem-Solving Strategies: Turning Challenges into Opportunities

A successful help desk isn’t just about resolving issues; it’s about turning challenges into opportunities for improvement. Discover how businesses are implementing problem-solving strategies, fostering a culture of continuous improvement within their help desk teams.


The Role of AI and Automation: Enhancing Efficiency

While the DPD AI chatbot incident highlighted potential pitfalls, AI and automation continue to play a crucial role in achieving peak help desk efficiency. Explore how organisations are leveraging AI to augment human capabilities, automate routine tasks, and enhance the overall efficiency of support operations.


Customer-Centric Approach: Putting Users First

Efficiency isn’t just about speed; it’s about delivering a stellar customer experience. Uncover how businesses are adopting a customer-centric approach, prioritising user satisfaction, and personalising support interactions to build lasting relationships.


Continuous Training and Skill Development: Empowering Help Desk Teams

The landscape of technology is ever-changing, and so are the skills required to provide top-notch support. Learn how businesses are investing in continuous training and skill development for their help desk teams, ensuring they stay ahead of the curve and deliver exceptional service.


In the aftermath of the DPD AI chatbot incident, businesses are reevaluating their approach to help desk efficiency. The strategies highlighted in this article, from optimization to reducing ticket resolution time, incident management, and problem-solving, are at the forefront of a revolution in support services. 

Importance of Productivity Suite Management in the start-up industry

Importance of Productivity Suite Management in the start-up industry

Productivity Suite Management is critical in the start-up industry for several reasons.

There are several reasons why Productivity Suite Management is important:

Efficient use of resources

A productivity suite can provide a centralized platform for managing multiple tools and software. This can help organizations save time, effort and money by reducing duplication of tasks and resources.

Improved collaboration

A productivity suite can provide a platform for seamless collaboration, real-time communication, and file sharing. This can help teams work together more effectively and stay on the same page.

Better time management

A productivity suite can help individuals and teams manage their time more efficiently by prioritizing tasks, setting reminders, and automating repetitive tasks.

Increased productivity

A productivity suite can help individuals and teams work smarter, not harder. By optimizing workflows and reducing distractions, productivity can be increased, leading to better results and outcomes.


A productivity suite can adapt to changing needs as an organization grows and expands. It can provide a foundation for scaling operations and processes, without the need for additional software and tools.

Overall, Productivity Suite Management is important for optimizing operations, improving collaboration, increasing productivity, and scaling efficiently. By leveraging a productivity suite, organizations can work smarter, not harder, and stay ahead of the competition.

Importance of Data Backup and Recovery

Data Backup and Recovery: Ensuring Business Continuity in the Face of Disaster

Data backup and recovery is a critical aspect of IT managed services. In today’s digital age, data is one of the most valuable assets of any organization. Companies must take every possible precaution to protect their data from loss or damage. Data loss can occur due to hardware failures, software corruption, human errors, natural disasters, or cyber-attacks.

Data backup and recovery is the process of creating copies of data and storing them in a secure location, to ensure that the data can be restored in the event of loss or damage. A backup is an exact copy of the original data, while recovery is the process of restoring the backed-up data to its original location or a new location.

The importance of data backup and recovery cannot be overstated. If a company loses its data, it can result in a major disruption to its business operations. Data loss can cause delays in project timelines, financial losses, damage to the company’s reputation, and even legal liabilities. Therefore, having a robust backup and recovery strategy is critical to ensure business continuity in the face of disaster.

Types of Data Backup and Recovery

There are several types of data backup and recovery methods available, including:

  • Full Backup: This method involves creating a complete backup of all data in one go. Full backups are time-consuming and require a large amount of storage space, but they provide the most comprehensive protection against data loss.
  • Incremental Backup: This method involves backing up only the changes made since the last backup. Incremental backups are faster and require less storage space than full backups, but they may take longer to restore.
  • Differential Backup: This method involves backing up all the changes made since the last full backup. Differential backups are faster than full backups and provide more comprehensive protection than incremental backups, but they require more storage space.
  • Cloud Backup: Cloud backup involves storing data in a remote location, typically on a cloud server. Cloud backup is an efficient way to store data offsite, which provides protection against natural disasters and other physical threats.

Choosing the Right Data Backup and Recovery Strategy

Choosing the right backup and recovery strategy depends on several factors, including the size of the organization, the amount of data, the criticality of the data, the recovery time objective (RTO), and the recovery point objective (RPO).

RTO refers to the amount of time it takes to restore data after a disaster, while RPO refers to the amount of data that can be lost without causing significant harm to the business. Organizations must choose a backup and recovery strategy that meets their RTO and RPO requirements.

In addition to choosing the right backup and recovery strategy, it’s also important to test the backup and recovery process regularly. Testing helps ensure that backups are working correctly and that data can be restored in the event of a disaster.


Data backup and recovery is a critical aspect of IT managed services. It ensures that companies can recover from disasters and continue their business operations without interruption. By choosing the right backup and recovery strategy and testing it regularly, organizations can protect their data and ensure business continuity in the face of disaster.

What are 5 main challenges when you don’t have IT Support

What are 5 main challenges when you don’t have IT Support 

Not having adequate IT support can present several challenges for a company. Here are five of the main challenges that can arise when a company does not have IT support: 

  1. Downtime: Without IT support, a company may experience prolonged periods of downtime, which can result in lost productivity, revenue, and customer satisfaction. 
  1. Lack of security: Without proper IT support, a company’s data and systems may be vulnerable to cyber-attacks, which can lead to data breaches and other security incidents. This can cause damage to the company’s reputation and financial losses. 
  1. Difficulty in staying current with technology: Without IT support, a company may have trouble keeping up with the latest technology and software updates, which can result in outdated systems and applications that are less efficient and less secure. 
  1. Difficulty in troubleshooting and resolving issues: Without IT support, a company may struggle to troubleshoot and resolve technical issues, which can lead to longer resolution times and increased downtime. 
  1. Difficulty in Managing and Planning for future needs: Without IT support, a company may have difficulty identifying and planning for future IT needs, such as scaling up to accommodate growth or preparing for new regulations. This can lead to a lack of scalability, which can inhibit the company’s growth and development. 

Having a reliable IT support team that can help manage, troubleshoot and plan for future needs can help a company stay competitive and maintain its operations smoothly. It can also help a company protect its sensitive data, ensure the continuity of operations, increase productivity and streamline communication. 

The Role of IT in Digital Transformation

The role of IT in digital transformation 

Digital transformation is a process of using digital technologies to fundamentally change the way businesses operate and deliver value to customers. In today’s fast-paced, ever-changing business environment, digital transformation is becoming a necessity rather than a choice. And IT plays a critical role in enabling and driving this transformation.

In this blog post, we’ll explore the role of IT in digital transformation and how IT can help businesses stay competitive and relevant in today’s digital age.

Enabling New Business Models

One of the primary roles of IT in digital transformation is enabling new business models. With the emergence of new technologies such as cloud computing, artificial intelligence, and the Internet of Things (IoT), businesses can leverage these technologies to create new products and services, enter new markets, and even disrupt existing industries. IT can help businesses identify opportunities for digital transformation and develop the technologies and systems needed to make them a reality.

Improving Operational Efficiency

Another important role of IT in digital transformation is improving operational efficiency. By digitizing and automating business processes, IT can help businesses streamline their operations, reduce costs, and improve the speed and accuracy of decision-making. For example, a company may use a cloud-based enterprise resource planning (ERP) system to automate and integrate its various business processes, from supply chain management to accounting, resulting in greater efficiency and cost savings.

Enhancing Customer Experience

IT can also play a critical role in enhancing customer experience. By leveraging digital technologies such as social media, mobile apps, and data analytics, businesses can gain deeper insights into customer behavior and preferences, and deliver personalized experiences that meet their needs and expectations. For example, a retailer may use data analytics to track customer preferences and behavior, and then use this information to develop targeted marketing campaigns that speak directly to individual customers.

Driving Innovation

Finally, IT can help drive innovation within a business. By providing the tools and technologies needed to experiment and test new ideas, IT can help businesses develop new products and services, explore new markets, and stay ahead of the competition. For example, a company may use agile development methodologies and cloud-based infrastructure to rapidly prototype and test new product ideas, allowing it to quickly iterate and refine its offerings based on customer feedback.

Digital transformation is a complex and multifaceted process, and IT plays a critical role in enabling and driving this transformation. By enabling new business models, improving operational efficiency, enhancing customer experience, and driving innovation, IT can help businesses stay competitive and relevant in today’s digital age. As such, businesses that want to succeed in the digital era must embrace IT as a key enabler of digital transformation and invest in the technologies, processes, and people needed to drive this change.

Reducing Downtime: How IT MSPs can Help Keep Businesses Running

Reducing Downtime: How IT MSPs can Help Keep Businesses Running

Downtime can be a major problem for businesses of all sizes, causing lost productivity, missed deadlines, and lost revenue. IT MSPs can help businesses reduce downtime and keep their operations running smoothly. :

The Impact of Downtime on Businesses

Downtime can be caused by a range of factors, including hardware failures, software issues, and human error. The impact of downtime on businesses can be significant, with lost productivity, missed deadlines, and lost revenue being just a few of the potential consequences. In fact, according to Aberdeen Research, small businesses of less than 500 employees with up to $50M in annual revenue experienced downtimes costs of up to $8,600 per hour in 2016.

The Importance of Proactive Maintenance and Monitoring

One of the key ways in which IT MSPs can help businesses reduce downtime is through proactive maintenance and monitoring. By regularly monitoring your systems and addressing potential issues before they become major problems, IT MSPs can help prevent downtime and keep your business running smoothly. This might involve regular software updates, hardware inspections, and performance monitoring, among other things.

The Role of Cloud Services and Disaster Recovery Planning

Another important way in which IT MSPs can help reduce downtime is through the use of cloud services and disaster recovery planning. By moving some or all of your business operations to the cloud, you can ensure that your data and applications are accessible from anywhere, even in the event of a hardware failure or other issue. Similarly, by developing a disaster recovery plan that outlines the steps you’ll take in the event of a downtime incident, you can minimize the impact of downtime on your business.

In conclusion, reducing downtime is essential for businesses of all sizes, and IT MSPs can play a critical role in achieving this goal. By providing proactive maintenance and monitoring, implementing cloud services, and developing disaster recovery plans, IT MSPs can help businesses keep their operations running smoothly and avoid the consequences of downtime. If you’re looking to reduce downtime for your business, partnering with an IT MSP could be a wise investment.

How would MSP be beneficial for remote workers?

How would MSP be beneficial for remote workers?

Managed Service Providers (MSPs) can provide numerous benefits to remote workers, including: 

Access to Expert Support

MSPs provide access to a team of experienced IT professionals who can provide technical support and resolve issues quickly. This is particularly important for remote workers who may not have access to on-site IT support.

Proactive Maintenance

MSPs can perform proactive maintenance on remote workers’ devices, ensuring that they are up to date, secure, and running smoothly. This can help prevent issues from arising in the first place


MSPs can quickly scale up or down their services based on the needs of the remote workforce. This can be particularly important for businesses with fluctuating demand or rapidly growing remote teams.


By outsourcing IT support to an MSP, businesses can often save money compared to hiring an in-house IT team. This is because MSPs can offer economies of scale and specialized expertise that may be difficult or expensive to replicate in-house.


MSPs can offer a range of IT support services that can be customized to the specific needs of remote workers. This can include help desk support, network management, data backup and recovery, and cybersecurity services, among others.

In summary, MSPs can provide remote workers with access to expert support, proactive maintenance, scalability, cost-effectiveness, and flexibility. By partnering with a trusted MSP, businesses can ensure that their remote workforce has the IT support they need to be productive, secure, and successful.

Are companies successful after outsourcing their IT Support?

Are companies successful after outsourcing their IT Support? 

Outsourcing IT support can be a successful strategy for many companies, but it is not without its challenges and potential pitfalls. Some of the factors that can contribute to the success of outsourcing IT support include: 


Choosing the right provider

The success of outsourcing IT support depends largely on choosing a provider that has the right skills, expertise, and experience to meet a company’s needs. A good provider should have a track record of delivering high-quality IT support and should be able to offer a range of services that are tailored to a company’s specific requirements. 

Setting clear expectations and goals

Before outsourcing IT support, it’s important for a company to set clear expectations and goals for the relationship. This includes outlining the specific services that will be provided, the level of support that will be expected, and the metrics that will be used to measure performance. 

Effective communication and management

Successful outsourcing also requires effective communication and management. This includes ensuring that there are clear lines of communication between the company and the IT support provider, and that regular status updates are provided. It also includes monitoring and measuring the performance of the provider and making any necessary adjustments to the relationship. 

Having a back-up plan

Even the best providers may experience issues with service and performance. Therefore, it’s important to have a back-up plan in case of provider’s failures or issues, to minimize the impact on the business operations. 



All that being said, outsourcing IT support can bring a lot of benefits to a company in terms of cost savings, access to expertise, scalability and improved security. However, companies should be aware of the potential challenges and be prepared to manage them effectively in order to have a successful outsourcing experience. 

Challenges of Onboarding New starters & Offboarding Leavers for Managed-IT Services

Challenges of Onboarding New starters & Offboarding Leavers for IT-Managed services 

Onboarding new starters and offboarding leavers can be challenging for Managed-IT Service, but with the right processes and procedures in place, it can be done efficiently. Some of the main challenges that may arise include:


Data security

Ensuring that data security protocols are followed during the onboarding and offboarding process is crucial to protect the company’s sensitive information. This includes ensuring that new hires sign NDAs and that proper permissions and access controls are put in place for new starters. Additionally, offboarding employees also requires revoking their access to company data and systems and properly wiping their devices to ensure data security. 


Managed-IT Service must comply with a variety of regulations, such as data privacy laws (e.g., GDPR, HIPAA) that must be adhered to during the onboarding and offboarding process. IT-managed services must also ensure that new employees are aware of the relevant laws and that they are properly trained in the company’s policies to comply with these regulations.


Ensuring that all relevant parties are informed of new hires and leavers is important to ensure a smooth onboarding and offboarding process. This includes notifying Managed-IT Service of new hires, and then ensuring that the new hires are aware of the IT-managed services’ contact information and procedures for requesting support. Also, it’s important to notify the IT-managed services of any leavers, so that access can be revoked and data can be secured in a timely manner. 

IT equipment management

Managed-IT Service are responsible for providing and managing the IT equipment for new starters and for retiring the IT equipment for leavers. This includes provisioning and configuring new laptops, mobiles, and other devices for new hires, and then securely wiping or retiring the devices of leavers. 


Managed-IT Service are responsible for training new hires on the company’s IT systems, software, and policies. This includes providing training on the use of company’s software, cloud services, and other systems, as well as training on security protocols and compliance with relevant laws. 


To overcome these challenges, Managed-IT Service need to have clear procedures and processes in place for onboarding and offboarding. This includes having a checklist of tasks that need to be completed, such as revoking access to company data and systems, wiping devices, and returning company property. It also includes having clear communication channels in place to inform all relevant parties of new hires and leavers and ensuring that the new hires are properly trained on the company’s IT systems, software, and policies.