Q2Q Blog

Wednesday, 17 July 2019 09:00

Reach your IT peak: How do I use my phone securely for work?

Technical Support Analyst

Fav thing about the office

The banter

As a child I wanted to be a ... when I grew up

Racing Driver

Guilty Pleasure(s)

McDonalds Breakfast

Favourite Holiday

Riviera Maya, Mexico

If I had a superpower it would be...

Invisibility

Describe yourself in three words or less

Friendly, Fun, Honest

An interesting fact about me

I’m Head Coach at Lancaster Canoe Club

Likes

Formula One, Kayaking, Food, Wine

Favourite Band

Sigala/Clean Bandit

Karaoke Jam

Anything by the Beatles

What I do at Q2Q:

My role is – Technical Support Analyst

I work with our customers to resolve their problems on a wide range of IT Hardware and Software and make sure they can get back to work as quickly as possible. I provide assistance both on the phone and remotely, but I also regularly get out to client sites.

Background and Achievements

20 years in IT, with a mix of experience including Support, Service Management and Wireless Networking.

Hobbies and Interests

Big follower of Formula One.

I have been Kayaking and Canoeing now for nearly 8 years and have achieved Both Level One and now Level Two coaching qualifications.

I was recently made Head Coach at the local Canoe club and get to work with a team of coaches delivering British Canoeing courses to our members.

Very much a foodie, and enjoy a nice glass of Red.

Did you know that the average person spends approximately one day every week on their smartphone? That’s the equivalent of 52 days per year – totalling a massive 1,248 hours.

There’s no getting away from the digital revolution, it’s taking place around us all the time and it’s now the norm as to how we go about our daily lives – especially at work.

From emails and documents, to databases and conference calls, technology is at the heart of nearly all corporate communications. And when you need to access content on the move, your phone is usually the go-to device.

But are you syncing your phone and computer correctly?

Wednesday, 10 July 2019 09:00

SME survival guide: What does quality IT support look like?

Senior Support Analyst

Fav thing about the office

Cheesecake Wednesdays

As a child I wanted to be a ... when I grew up

Solicitor

Guilty Pleasure(s)

Gu Puds

Favourite Holiday

2 weeks in Florida

If I had a superpower it would be...

Definitely flying

Describe yourself in three words or less

Lots of Energy

An interesting fact about me

I was once the South Ribble Chess Champion.

Likes

Exercise, Muay Thai, Singin' in the rain

Favourite Band

Its not about the artist its about the style

Karaoke Jam

Vengabus- Vengaboys

What I do at Q2Q:

I head up the IT support team.

On a daily basis I work on resolving IT issues for our clients. My skill set tends to adapt according to the current needs of our customers, from solving basic matters like fixing a printer through to more complex server infrastructure deployment. I am also often out on site visiting customers that are in need of an IT saviour.

Within the team, I work on the proposals for new and existing customers, and ensure we all work together to implement the solutions we propose.

I enjoy overseeing new projects so that, when clients evolve, we can ensure their growth, office move and/or induction of a new team member, is as seamless as possible from an IT perspective.

I also drive the rest of the team insane with my singing!

Background and Achievements

I joined the Q2Q team when they were part of the I.T. department for the Tulchan Group 14+ years ago. This was my first full-time role straight of out A-levels. I have enjoyed being part of the company and watching it grow from 3 members of staff to a blossoming 10.

I find it hard to pin point specific achievements as one of my values personally is to always exceed your own expectations. My wife would say being a great Dad to my two boys.

A great achievement for me is getting 76 miles to the gallon on the motorway and being able to finally grow stubble.

Hobbies and Interests

I aim to train in Muay Thai twice a week and religiously go to the gym every day I can.

I can juggle and have always wanted to learn knife throwing.

For SMEs, IT support can be tricky territory to navigate.

At Q2Q, we recognise that not all companies are the same. From the industry they operate in and their staff culture, through to the cyber-support they require, all organisations are completely bespoke.

So, what exactly does quality IT support look like? We’ve put together a few pointers to help SME owners know what traits to look out for…

Recognition of your uniqueness

First and foremost, the main factor which separates a good IT support provider from a great one, is their ability to see what makes you special.

Providers that are mindful of every firm’s distinct characteristics means they won’t categorise or generalise – instead they will give you the attention you deserve.

Wednesday, 03 July 2019 09:00

If you do one thing this month… keep your IT provider in the loop

Managing Director

Fav thing about the office

It’s an office full of creative geeks with great banter, what’s not to love!

As a child I wanted to be a ... when I grew up

An actress

Guilty Pleasure(s)

Trash reality TV

Favourite Holiday

Walking in Wales if I am feeling energetic, Crete if I need a rest!

If I had a superpower it would be...

Mind Reading

Describe yourself in three words or less

Fun, nurturing, efficient

An interesting fact about me

My first car was a Humber Sceptre, which started my obsession with cars

Likes

Thai food, long walks with my dog, creating ideas with post it notes!

Favourite Band

I’ll listen to pretty much anything I can sing along to

Karaoke Jam

Islands in the stream, Dolly Parton

What I do at Q2Q:

My role is to provide the overall direction and “eye on the compass” as to where we, as a team are heading, setting the overall business strategy and financial budgeting.

I work with the team to ensure that there is continuous organizational performance improvement that is always customer focused, ensuring they are working collaboratively and efficiently, coaching them individually and as a team to bring out their best performance in supporting our customers.

Whilst always having been involved with systems implementation throughout my career, I have an operational background and no specific IT experience. However, if anything, I believe this makes me more qualified to ensure the team deliver great service, drawing from my operations experience, and having been on the wrong side of poor IT support in the past. I can relate to how crippling this can be to a business, making it paramount that we ensure that IT issues are as invisible as possible, leaving the customers to get on with running their businesses smoothly.

Background and Achievements

The majority of my career has been in the mad world of Fashion, on the planning and operational side. In my previous role as Operations Director for a Heritage Menswear brand, I was responsible for the end to end journey of the product, from range planning, through sourcing, production, quality control, logistics, warehousing and customer service. Some of my key achievements in this role were improving on all delivery and service KPI’s, improving quality performance from 10% rejects to 1%, and delivering a significant number of process improvements across the team, whilst also delivering a saving on costs of 10% on overheads.

• As this role spanned so many disciplines, it enabled me to focus on my true passion, which is process improvement and people development, so my proudest achievement was introducing a Continuous Improvement Project Team to the wider business, bringing a positive change culture based on a combination of ideas including Appreciative Inquiry and Solution Focus tools. The workshops we developed empowered people to solve problems cross functionally, and considerably improved communication, collaboration and efficiency, whilst making savings to the bottom line. These workshops have formed the basis of the tools I now incorporate into Q2Q, and offer as an additional consultancy service to Q2Q customers.

Hobbies and Interests

Walking with my dog, and eating out with family

As you know, every month we like to give SME owners some top tips on an important area of IT – and this instalment is all about communication.

The truth is, a good IT provider will give you the package you ask for, but a great one will look beyond your immediate cyber-needs and assess your business model – and your objectives – to provide you with a service that goes beyond the one you thought you required.

That’s why it’s crucial that if you outsource your IT support – or you’re looking to do so – you keep up to date with what’s going on in the organisation. That’s how they can help you get the most out of your systems!

So, what are the kinds of things you should be telling your techies about, and why do these areas matter?

Tuesday, 25 June 2019 09:00

Why you should approach a business relationship the same way you would a personal one

Managing Director

Fav thing about the office

It’s an office full of creative geeks with great banter, what’s not to love!

As a child I wanted to be a ... when I grew up

An actress

Guilty Pleasure(s)

Trash reality TV

Favourite Holiday

Walking in Wales if I am feeling energetic, Crete if I need a rest!

If I had a superpower it would be...

Mind Reading

Describe yourself in three words or less

Fun, nurturing, efficient

An interesting fact about me

My first car was a Humber Sceptre, which started my obsession with cars

Likes

Thai food, long walks with my dog, creating ideas with post it notes!

Favourite Band

I’ll listen to pretty much anything I can sing along to

Karaoke Jam

Islands in the stream, Dolly Parton

What I do at Q2Q:

My role is to provide the overall direction and “eye on the compass” as to where we, as a team are heading, setting the overall business strategy and financial budgeting.

I work with the team to ensure that there is continuous organizational performance improvement that is always customer focused, ensuring they are working collaboratively and efficiently, coaching them individually and as a team to bring out their best performance in supporting our customers.

Whilst always having been involved with systems implementation throughout my career, I have an operational background and no specific IT experience. However, if anything, I believe this makes me more qualified to ensure the team deliver great service, drawing from my operations experience, and having been on the wrong side of poor IT support in the past. I can relate to how crippling this can be to a business, making it paramount that we ensure that IT issues are as invisible as possible, leaving the customers to get on with running their businesses smoothly.

Background and Achievements

The majority of my career has been in the mad world of Fashion, on the planning and operational side. In my previous role as Operations Director for a Heritage Menswear brand, I was responsible for the end to end journey of the product, from range planning, through sourcing, production, quality control, logistics, warehousing and customer service. Some of my key achievements in this role were improving on all delivery and service KPI’s, improving quality performance from 10% rejects to 1%, and delivering a significant number of process improvements across the team, whilst also delivering a saving on costs of 10% on overheads.

• As this role spanned so many disciplines, it enabled me to focus on my true passion, which is process improvement and people development, so my proudest achievement was introducing a Continuous Improvement Project Team to the wider business, bringing a positive change culture based on a combination of ideas including Appreciative Inquiry and Solution Focus tools. The workshops we developed empowered people to solve problems cross functionally, and considerably improved communication, collaboration and efficiency, whilst making savings to the bottom line. These workshops have formed the basis of the tools I now incorporate into Q2Q, and offer as an additional consultancy service to Q2Q customers.

Hobbies and Interests

Walking with my dog, and eating out with family

Due to the very nature of SMEs, the outsourcing of HR, legal, finance or IT functions can often be far more viable than employing a permanent member of staff. Choosing the right partner can be something of a minefield, so ensure you ‘couple up’ with a service provider committed to providing the best service – and value for money.

 

Friday, 21 June 2019 09:00

Q2Q vs. Total Warrior

Senior Support Analyst

Fav thing about the office

Cheesecake Wednesdays

As a child I wanted to be a ... when I grew up

Solicitor

Guilty Pleasure(s)

Gu Puds

Favourite Holiday

2 weeks in Florida

If I had a superpower it would be...

Definitely flying

Describe yourself in three words or less

Lots of Energy

An interesting fact about me

I was once the South Ribble Chess Champion.

Likes

Exercise, Muay Thai, Singin' in the rain

Favourite Band

Its not about the artist its about the style

Karaoke Jam

Vengabus- Vengaboys

What I do at Q2Q:

I head up the IT support team.

On a daily basis I work on resolving IT issues for our clients. My skill set tends to adapt according to the current needs of our customers, from solving basic matters like fixing a printer through to more complex server infrastructure deployment. I am also often out on site visiting customers that are in need of an IT saviour.

Within the team, I work on the proposals for new and existing customers, and ensure we all work together to implement the solutions we propose.

I enjoy overseeing new projects so that, when clients evolve, we can ensure their growth, office move and/or induction of a new team member, is as seamless as possible from an IT perspective.

I also drive the rest of the team insane with my singing!

Background and Achievements

I joined the Q2Q team when they were part of the I.T. department for the Tulchan Group 14+ years ago. This was my first full-time role straight of out A-levels. I have enjoyed being part of the company and watching it grow from 3 members of staff to a blossoming 10.

I find it hard to pin point specific achievements as one of my values personally is to always exceed your own expectations. My wife would say being a great Dad to my two boys.

A great achievement for me is getting 76 miles to the gallon on the motorway and being able to finally grow stubble.

Hobbies and Interests

I aim to train in Muay Thai twice a week and religiously go to the gym every day I can.

I can juggle and have always wanted to learn knife throwing.

We’re not afraid of a challenge here at Q2Q towers. So, to try and raise some much-needed cash for our friends at St John’s Hospice, we’re taking on the Leeds Total Warrior 12k.

Wednesday, 19 June 2019 09:00

SME survival guide: Why the IT department is one of your most vital assets

Managing Director

Fav thing about the office

It’s an office full of creative geeks with great banter, what’s not to love!

As a child I wanted to be a ... when I grew up

An actress

Guilty Pleasure(s)

Trash reality TV

Favourite Holiday

Walking in Wales if I am feeling energetic, Crete if I need a rest!

If I had a superpower it would be...

Mind Reading

Describe yourself in three words or less

Fun, nurturing, efficient

An interesting fact about me

My first car was a Humber Sceptre, which started my obsession with cars

Likes

Thai food, long walks with my dog, creating ideas with post it notes!

Favourite Band

I’ll listen to pretty much anything I can sing along to

Karaoke Jam

Islands in the stream, Dolly Parton

What I do at Q2Q:

My role is to provide the overall direction and “eye on the compass” as to where we, as a team are heading, setting the overall business strategy and financial budgeting.

I work with the team to ensure that there is continuous organizational performance improvement that is always customer focused, ensuring they are working collaboratively and efficiently, coaching them individually and as a team to bring out their best performance in supporting our customers.

Whilst always having been involved with systems implementation throughout my career, I have an operational background and no specific IT experience. However, if anything, I believe this makes me more qualified to ensure the team deliver great service, drawing from my operations experience, and having been on the wrong side of poor IT support in the past. I can relate to how crippling this can be to a business, making it paramount that we ensure that IT issues are as invisible as possible, leaving the customers to get on with running their businesses smoothly.

Background and Achievements

The majority of my career has been in the mad world of Fashion, on the planning and operational side. In my previous role as Operations Director for a Heritage Menswear brand, I was responsible for the end to end journey of the product, from range planning, through sourcing, production, quality control, logistics, warehousing and customer service. Some of my key achievements in this role were improving on all delivery and service KPI’s, improving quality performance from 10% rejects to 1%, and delivering a significant number of process improvements across the team, whilst also delivering a saving on costs of 10% on overheads.

• As this role spanned so many disciplines, it enabled me to focus on my true passion, which is process improvement and people development, so my proudest achievement was introducing a Continuous Improvement Project Team to the wider business, bringing a positive change culture based on a combination of ideas including Appreciative Inquiry and Solution Focus tools. The workshops we developed empowered people to solve problems cross functionally, and considerably improved communication, collaboration and efficiency, whilst making savings to the bottom line. These workshops have formed the basis of the tools I now incorporate into Q2Q, and offer as an additional consultancy service to Q2Q customers.

Hobbies and Interests

Walking with my dog, and eating out with family

With the world of business becoming increasingly digitised, there’s never been a more important place for IT support teams within an SME.

However, often one of the areas to be glossed over most in the boardroom, the value of great IT assistance should not be overlooked. Instead, the cruciality of your IT department should be well known throughout the business at both an employee, and senior leadership team, level.

Despite its name, this part of the company does more than its title suggests. IT is often the foundation to a business’s operations, and without it very little – or sometimes nothing – would get done. So, here’s why it’s time to recognise this division as one of your SME’s most vital assets…

Wednesday, 12 June 2019 09:00

Reach your IT peak: How do I know what level of IT support I need?

Senior Support Analyst

Fav thing about the office

Cheesecake Wednesdays

As a child I wanted to be a ... when I grew up

Solicitor

Guilty Pleasure(s)

Gu Puds

Favourite Holiday

2 weeks in Florida

If I had a superpower it would be...

Definitely flying

Describe yourself in three words or less

Lots of Energy

An interesting fact about me

I was once the South Ribble Chess Champion.

Likes

Exercise, Muay Thai, Singin' in the rain

Favourite Band

Its not about the artist its about the style

Karaoke Jam

Vengabus- Vengaboys

What I do at Q2Q:

I head up the IT support team.

On a daily basis I work on resolving IT issues for our clients. My skill set tends to adapt according to the current needs of our customers, from solving basic matters like fixing a printer through to more complex server infrastructure deployment. I am also often out on site visiting customers that are in need of an IT saviour.

Within the team, I work on the proposals for new and existing customers, and ensure we all work together to implement the solutions we propose.

I enjoy overseeing new projects so that, when clients evolve, we can ensure their growth, office move and/or induction of a new team member, is as seamless as possible from an IT perspective.

I also drive the rest of the team insane with my singing!

Background and Achievements

I joined the Q2Q team when they were part of the I.T. department for the Tulchan Group 14+ years ago. This was my first full-time role straight of out A-levels. I have enjoyed being part of the company and watching it grow from 3 members of staff to a blossoming 10.

I find it hard to pin point specific achievements as one of my values personally is to always exceed your own expectations. My wife would say being a great Dad to my two boys.

A great achievement for me is getting 76 miles to the gallon on the motorway and being able to finally grow stubble.

Hobbies and Interests

I aim to train in Muay Thai twice a week and religiously go to the gym every day I can.

I can juggle and have always wanted to learn knife throwing.

For SMEs, IT support is just one very important part of the overall corporate strategy. However, due to its often technical nature – and associations with scary cyber-related headlines in the news – many business owners can be guilty of burying their heads in the sand when faced with this very question…

We know, just like you, that the answer to the above isn’t a straight-forward one – there are many variables for every SME’s unique business model. However, what we do know is that because of this very reason, one size never fits all when it comes to IT – and our solutions and guidance honour this.

In fact our most recent campaign – Reach your IT peak – is based on this very concept. Instead of putting off the inevitable until it’s too late, protect and optimise your firm’s IT operations by taking the following into consideration…

Wednesday, 05 June 2019 09:00

If you do one thing this month… write an effective Cyber Incident Response Plan

Technical Support Analyst

Fav thing about the office

The banter

As a child I wanted to be a ... when I grew up

Racing Driver

Guilty Pleasure(s)

McDonalds Breakfast

Favourite Holiday

Riviera Maya, Mexico

If I had a superpower it would be...

Invisibility

Describe yourself in three words or less

Friendly, Fun, Honest

An interesting fact about me

I’m Head Coach at Lancaster Canoe Club

Likes

Formula One, Kayaking, Food, Wine

Favourite Band

Sigala/Clean Bandit

Karaoke Jam

Anything by the Beatles

What I do at Q2Q:

My role is – Technical Support Analyst

I work with our customers to resolve their problems on a wide range of IT Hardware and Software and make sure they can get back to work as quickly as possible. I provide assistance both on the phone and remotely, but I also regularly get out to client sites.

Background and Achievements

20 years in IT, with a mix of experience including Support, Service Management and Wireless Networking.

Hobbies and Interests

Big follower of Formula One.

I have been Kayaking and Canoeing now for nearly 8 years and have achieved Both Level One and now Level Two coaching qualifications.

I was recently made Head Coach at the local Canoe club and get to work with a team of coaches delivering British Canoeing courses to our members.

Very much a foodie, and enjoy a nice glass of Red.

Scrolling through the monthly cyber-news headlines, there’ll almost always be a story about the latest data breach or cyber-attack that’s hit the UK business landscape – this much is true.

Yet, while SMEs strive to be securely defended against troublesome cyber-threats, there are always some which slip – or almost infiltrate – the net.

In fact, it’s been reported that 70% of organisations don’t have a Cyber Incident Response Plan (CIRP) in place. However, to successfully safeguard your organisation against unwanted cyber-criminals, it’s as much about the physical measures you put in place as it is the strategy you have to deal with – and reflect upon – any unwanted access attempts.

That’s why, this month, if you dedicate your time to anything IT-related, it should be drafting and utilising a CIRP that really works for your company.

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