This month we are focusing on an important part of our customer service - the AlertSec help desk. As many of our readers already appreciate, encryption as a service has a host of benefits; and if anything goes wrong, having an experienced team who can deal with any encryption related issue 24/7 can save the day.
Your end users probably know the help desk best for password resets. Certainly, that is the most common request but there’s a lot more that you can make use of. With their encryption expertise and troubleshooting experience they are able to resolve technical problems or provide advice on deployment and upgrades. In an interview below with the help desk manager, Stuart, you can read about the services and quality of support that’s available when you need assistance. Also, read Stuart’s top tips for getting more from your AlertSec service.
So how can you contact the help desk? There are several options for getting in touch: on the AlertSec website you have the Live Chat service, or the contact form. Or you can reach out by email or on the phone.
Stuart’s advice? “If it is urgent or you need a password reset, then call us on the phone. A password reset can ONLY be done over the phone as we need to establish trust with the caller before unlocking a machine – a cornerstone when delivering security. For less urgent issues, try the Live Chat service on the website which comes straight through to my team.”
Find out how AlertSec’s help desk supports our customers
We asked help desk manager, Stuart, about customer support
Providing advice and solve technical issues
“The help desk is on call 24/7. Team members respond to customer calls as they come in. For common queries or known issues, we’ll explain how to resolve the problem and can help implement solutions if required. If the issue is more complicated, one of the senior engineers will jump in to help.
Our first priority is to help the customer fix the problem as quickly as possible. If a solution isn’t immediately obvious we use our test environment to find a resolution, and to work out how to prevent it from happening in the future.”
Taking security seriously
“Whether the request is for a simple password reset or urgent data recovery from a failed hard-disk, it’s important that we don’t unlock devices that are supposed to be encrypted and secure. So once we’ve taken the basic details of the case, we will always ask the authentication questions to confirm that we are talking to the owner of the device.”
Training for troubleshooting
“Deploying AlertSec software is usually trouble-free. However, as with any application, there can be anomalies. For example, laptops may have been shipped with unusual factory pre-sets; devices that use self-encrypting drives
may need a different configuration; and in one instance we traced the problem to a rare fault with the operating system installation. We can’t predict what queries are going to come in but we keep the team as prepared as possible with in depth training and troubleshooting skills.”
Helping to avoid potential issues
“As well as responding to queries, we proactively monitor for potential issues such as future operating system upgrades and notify all our customers ahead of time through the account console. The help desk is not just about getting the encryption software to work. We follow up on issues to understand the cause. So customers know that if they have a problem, we will find a resolution and use that knowledge to develop better solutions in the future.”
"I really enjoy working with AlertSec customers”, says help desk manager Stuart. “Whether it’s a customer who hasn’t dealt with encryption before, or a large organization managing encryption for a lot of devices across the network, it’s great to know we’ve been able to provide the answers and solutions they needed.
Stuart has these tips for customers:
Customers planning large scale deployments should get in touch as we can advise on anticipated OS releases and the best approach for phased upgrades.
Before calling the help desk for a password reset, users should try their Windows password first. People expect the pre-boot password to be different but login credentials are often the same as the Windows account.
Endpoint Encrypt includes removable media encryption as standard. If you need to transfer data or take information to a meeting, encrypt a USB drive and put the data on it. It is easier to carry around, keeps the data secure and doesn’t put your laptop at risk.