Working with your organization’s people

A support desk can mean many things, depending on your organization. At ISC, we believe in the core principle of helping people and serving as a place where they go for assistance.

Technical service is responsible for overseeing and safeguarding your information systems, setting up and configuring hardware and software, and resolving technical issues as they arise.

ISC End-User Service works together with your organization’s users, beginning with a single point of contact, to maximize effectiveness of the technology. This process is initiated by the user, who can either make a phone call, send a text message, or access a client portal to open a ticket and track the status.

End User services may include:

Administer New User IDs and Coordinate User Access

Create a new employee email account with Multifactor Authentication on a personal device or workstation, as required by the organization. This can vary depending on the organization’s requirements for employee access and where that access is located (such as on a shared server, stand-alone remote, cloud hard drive, or shared files). This may also feature virus and malware protection.

User Training in Multifactor Authentication Implementation

Multifactor Authentication (MFA) is a security mechanism that requires users to provide two forms of identification to access a system or account. Login access via text message requires specialized software tailored to an organization’s needs.

Multifactor Authentication training will cover the basics, provide instructions for setup, offer expert advice on best practices, assistance with common issues, and a selection of delivery options, such as in-person or virtual meetings as well as post-training support.

Configure Printers, Applications, and Email Profiles

For printers, applications, and email accounts to function properly, software must be installed that is compatible with the operating system being used, such as Apple macOS, Microsoft Windows, Google Android OS, Linux Operating System, or Apple iOS.

Application Installation

Purchase and setup a new workstation or personal device, together with the installed required software, and upgrade any current programs as needed.

Service requests are routed to one point of contact, information provided will be analyzed, documented, and logged, and the correct action determined and implemented.

To open a ticket a client has the option to use the client portal program, send an email, or phone our support team. Typical requests include new email set-up, account lockout, monitor failure on a laptop or workstation, setup OneDrive access. If more resources are necessary to address a request, it can be forwarded to a level 2 support team member.

Ticket Requests

Depending on the urgency of the ticket request, we will issue a status in our system. We will assign each task a completion date and arrange them by priority to reduce any impact to business and track the ticket to ensure follow up. We will continue to monitor the status of a service request and escalate if needed.

Case Study

After receiving an alert indicating a disruption in a client’s server, the issue was escalated to our highest priority status, reflective of its critical importance.

A dedicated technician in our headquarters began troubleshooting procedures in close collaboration with a remote colleague. Simultaneous to this, a third technician was dispatched to the client’s location, ensuring we had personnel on-site should any support be required.

Support Documentation

Each ticket requires thorough documentation with past and current information, which will give the support team up-to-date, precise, and consistent data, to provide users with quick help. Collected information can include usernames, passwords, server access, phone system types, network operations, and firewall connection sites.

Case Study

A client’s employee reached out, requiring assistance to download a specific software. ISC standard protocol does not typically permit the sharing of passwords for software downloading due to security concerns.

Given the situation, we reached out to the relevant authority within the appropriate channels of the organization for the required authorization. Once authorization was obtained, a remote connection was established to the employee’s computer, where our team could enter a password for the software download.

This procedure ensured that the employee could download the necessary software without gaining access to sensitive password information, thereby maintaining the security of the IT systems.

Identify and Recommend Changes

To improve security for the client’s organization, recommendations may include a secure firewall, installing virus prevention software, and use of Multifactor Authentication, for example.

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Ready to safeguard your organization

Malware is escalating in sophistication, requiring a business of any size to reconsider their level of security for now and into the future. Our team of dedicated professionals understands what is at stake and provides solutions to fit every size and need. Capability to answer insurance company surveys required to get protection against intrusion and cyber-attacks. We deliver cost-effective security services and solutions to safeguard your organization so you can focus on running your enterprise and taking care of your clients.

Antivirus Solutions

Flexible cloud security for your users on and off the network. Tailored to your specific needs using state of the art programs designed to prevent, detect and remove malware infections on individual computing devices, networks and IT systems that deliver a secure, seamless user experience, anywhere users work.

Timely Windows Update

Security resilience enables organizations to protect the integrity of business amidst unpredictable threats or change, to be ready for anything by delivering unified experiences with updates and status reports. Windows update service is responsible for automatically downloading and installing critical and important updates onto your computers, which is instrumental in keeping your computer up to date with vital security patches.

This includes:

• Coverage of notebooks, workstations and mobile devices to Servers
• Fleet management of business computers
• Alert notifications of current required updates
• Follow up notifications of computers that are missing updates

Internet Filtering

Internet Filtering or blocking is a cyber security measure, through use of machine learning techniques to detect both known and unknown or emerging malware. The service blocks distracting websites, monitors internet use, and keeps your network secure against web-based threats. Organizations use DNS blocking/filtering to secure their environment against phishing attacks and other cyberthreats.

Case Study

There have been instances where clients had believed to have fallen victim to a phishing scam. However, upon further investigation, it was discovered that their data remained secure, thanks to the protective measures enforced by the internet filtering software ISC had installed.

MultiFactor Authentication (MFA)

MFA is a risk management and security best practice of confirming a person’s identity through a layered approach of securing data and applications where a system requires a user to present a combination of two credentials for verification when trying to sign in.

The two “factors” are:

• Something you know – A password or memorized PIN
• Something you have – A smartphone, or secure USB key

Case Study

There have been instances where clients had believed to have fallen victim to a phishing scam. However, upon further investigation, it was discovered that their data remained secure, thanks to the protective measures enforced by the internet filtering software ISC had installed.

Disk Encryption

Disk encryption technology transforms data into unidentifiable code. The goal is to make the data unreadable to unauthorized individuals.

Disk encryption software or hardware can encrypt every bit of data on a disk or disk volume. To turn the data back into readable information, an authorized user must unlock the disk encryption software using a password, security token, or biometrics to access the disk encryption keys.

Implementing disk encryption has different approaches:

Full Disk Encryption (FDE) encrypts the entire drive and is a high-security encryption method. In the event of a lost or stolen laptop, the data will be inaccessible to whoever finds the device.

File or Folder Level Encryption allows the user to select specific files and folders to encrypt, allowing more control over which data is protected instead of encrypting the whole disk.

Advanced Encryption Standard (AES) is among the most secure and popular encryption standards available. Making disk encryption a key component in data security strategies, a company can protect sensitive data.

The Use of Disk Encryption Offers:

• Protection from data theft caused by device loss or system breach.
• Provides regulatory compliance to businesses that have a responsibility to protect sensitive data.
• Demonstrates a commitment to safeguarding customers’ and partners’ data.
• Limits access to certain data that is crucial within a business. Disk encryption can ensure that only individuals with approval can access specific data.

Case Study

Recently, one of our clients had a laptop stolen. The device was secured, and the contents made inaccessible by disk encryption service, preventing data theft and a system breach. By saving valuable data, they prevented potential monetary loss and preserved their reputation.

Video Surveillance

Ongoing Education

This is not just a break room poster. Security awareness training provides programs designed to help users and employees understand the role they play in helping to combat information security breaches. Through frequently assigned courses, including enhanced user awareness training to prevent infection of systems.

Cybersecurity training awareness:

• Making cyber security training clear and understandable to your employees by avoiding technical jargon that may confuse employees and cloud the message.
• Encourage taking great care over devices by bringing awareness that their gadgets act as a gateway to your organization’s network, even in the confines of their home.
• Teach employees how to spot suspicious activity to enhance their cybersecurity awareness and to report suspicious signs immediately. Understanding that even a false alarm may still be beneficial by clearing up errors in their device that hampers productivity.
• Reinforce confidentiality, working from home tends to make people more complacent which can extend to cybersecurity. Training will reinforce the importance of passwords and authentication, even if working in their pjs.