Our Philosophy

Everyone now accepts that computers are part of everyday business life. From instant communication and commercial transactions using e-mail and the internet, to producing professional documents and using productivity tools such as spreadsheets and databases, information technology is now ubiquitous in almost every business, regardless of size. The benefits of using a computer are apparent, from the green grocer managing stock and balancing books to the large multinational corporation with thousands of computers over tens or hundreds of locations.

Paradoxically, the computer you use at work today is probably one of the most complex and inaccessible tools you are likely to use during your career. Modern computers employ over one hundred thousand different settings just to start up, before you've even begun to work with them. While not many of the parts inside the case move, those that do operate at blistering speeds and with miniscule precision, and those that don't move are still subjected to many wearing influences such as heat, cold, moisture and often in the case of laptops or mobile devices, impacts and accidental damage. Inevitably, there will come a day when your computer won't do what you need it to.

At this point, you might be familiar with calling a support desk and waiting on hold, finally speaking to someone and finding that you become the computer expert as they ask you to perform various jargon-laden, complicated troubleshooting steps over the phone. Or perhaps you find that the instructions you get over the phone don't match what you see on your screen, so confusion creeps in and you feel intimidated by what is being asked of you. Both these scenarios are familiar, whether the IT department run their own helpdesk and support team, or use that of an external service provider. But both have something else in common - you aren't able to work, so you're now unproductive.

How will your organisation become or stay agile and competitive, when you can't work? Why must you describe the problem on the phone, only to repeat the same description when someone does call back? And what happens if the steps required to fix the problem are beyond your comfort level? Do you get frustrated?

Ask yourself or your staff how many of the following statements you agree with:

• "When I call the helpdesk, they often seem uninterested in my need for promptness - I get the feeling they really don't care that I can't work..."
  
• "When the engineer calls or visits, I'm often confused because they use technical jargon, and they ask me questions I don't know the answer to, making me feel belittled..."
  
• "Sometimes I wish the engineer would just get on and fix the problem - I've got too much work to do to sit on the phone for long periods, so I feel like it's a waste of my time..."
  
• "If my manager gives me a computer and it goes wrong, why don't the support team appreciate how important it is to get me working again?"
  

So how does eyre solutions address these issues? Our engineers use remote control software tools to allow them to see your computer screen, control your mouse and even type at your keyboard if required. This means we are able to fix problems without having to visit you, making the result - you working again - much faster, and considerably more cost effective than having an engineer visit. The remote control software can be started from a link on our website, by clicking on a link in an e-mail, or even using one of our CD-ROMs without us ever needing to visit the computer beforehand. If your organisation restricts internet access and you can't get to our website, we can also put a link on your Intranet. The software uses an encrypted connection between your computer and ours so no-one can steal any information as it travels over the internet and, once we've finished, it is automatically removed from your computer so there's no risk of any 'unwelcome' attacks from hackers or viruses.

We are also aware that many businesses face the prospect of losing money if their staff are unable to work, so we are committed to providing fast responses to your calls for help. We also try hard to remove jargon from our conversations and communications, and we understand that for the small and medium business community, simplicity, clarity and transparency of services offered are essential. We always detail our fees and charges clearly, and in certain circumstances we reduce our standard published rates where we feel our service has not met our own high expectations. For customers choosing our Silver or Gold service, we also offer guarantees to make sure that you or your staff can continue to work, even if we have to take the computer away for repair. For further information on how we can make IT work for you, please contact us.