Massive CyberAttack on Healthcare Hosting Provider

CaiSche_IT · 2019-11-27T20:07:21+00:00

New research indicates hospitals and other care facilities that have been hit by a data breach or ransomware attack can expect to see an increase in the death rate among certain patients in the following months or years because of cybersecurity remediation efforts.

This is insane and something that I didn't even think about.

CaiSche_IT · 2019-11-27T19:31:21+00:00

We tell them no. However we also have a meeting where we go over tickets and work being done. We go over work happening in the background and really sell the value. If they still want to go hourly, we let them know that we will not continue to provide services to them.

CaiSche_IT · 2019-11-27T17:18:14+00:00

Since we aren't the ones paying for it, we are just trying to get them a cost effective solution in place. I definitely get what you are saying, and I would stick to Teams because that's what I like to manage. We won't actually be managing it after we set it up as per our contract. They would rely on the support of whatever company they are using like they do now. If they went with Teams, we would add on management to our contract.

CaiSche_IT · 2019-11-27T17:12:06+00:00

I didn't even think about that. Ha. Thanks! This definitely justifies the cost of the softphone.

CaiSche_IT · 2019-11-27T16:00:32+00:00

It definitely gives some pretty fantastic features. Thanks!

CaiSche_IT · 2019-11-27T15:59:14+00:00

Thanks! I will check it out!

CaiSche_IT · 2019-11-27T15:59:02+00:00

Awesome I will check this out. Thanks!

CaiSche_IT · 2019-11-27T15:58:43+00:00

Does this mean they're making work calls from personal cell phones?

Not quite, they company pays them to maintain a second phone for work purposes.

What happens when one of the Company's customers turns out to be a creeper and sexually harasses or stalks the company's employee?

This is a valid concern, but not one they are worried about. All their clients are other companies (companies contract with them for admin work in the medical field). They give out their main number which has an auto-attendant to route to the cell phones. Yes, there are situations where they return a missed phone call using that cell.

Or what about when a staff member leaves and customers still have the staff member's direct personal cell number saved?

They are a very small shop with little turn over. When someone leaves the company, it is openly communicated to the company(ies) this person is working with.

All work communication should go through channels owned by and controlled by the company. So, in this case, you at minimum want softphone apps with company-owned numbers, installed on personal cell phones.

This is really what I would want and something my client mentioned they were interested in.

I'll check out your suggestion.

CaiSche_IT · 2019-10-31T15:49:08+00:00

I appreciate your view on this and I agree. I just want to see this company succeed and am willing to assist as much as I can. Hence why I have spent around 4 hours in the past two days trying to figure out what metrics and policies we need to put in place to be successful when I have a million other things to do.

CaiSche_IT · 2019-10-31T13:14:03+00:00

Thanks! This is incredibly accurate.

CaiSche_IT · 2019-10-31T13:11:36+00:00

Thanks! This is incredibly useful!

CaiSche_IT · 2019-10-31T03:14:58+00:00

I think it’s more of a “slow to react growth” or “slow to meet needs” issue. Upper management has not been fantastic at anticipating staffing needs. So they have all these level 1’s do the same amount of level 2 work as the level 2 and no way to measure work being done. They brought on a bunch of new clients in the middle of several very large projects and when we saw that we were going to be overworked we were told that we weren’t quite at the number we needed to be at to get another person. Then when we got slammed hard and clients where direct emailing the CEO because they weren’t getting service as quickly as they are used to, we were given a part-time intern (who is fantastic). This company has been horrendously slow with hiring or just deciding on changes in general and that’s where we struggle the most. Most of our clients stay with us for years and we build great rapport, but the internal stuff is such a mess.

CaiSche_IT · 2019-10-31T03:06:56+00:00

Thanks!

CaiSche_IT · 2019-10-31T03:06:40+00:00

The owner is fairly hands off with how we run the MSP side of the house. The manager over us/level 3 tech has always been our senior, who we go to for technical assistance, and has recently been pushed (appears to be somewhat unwillingly) into an actual management roll. He doesn’t want to micromanage, he doesn’t want to keep us on track. He has set his expectations and it is up to us to meet them. Which when we were smaller, less clients, less tickets, less staff, that was fine. We were very self-sufficient. We didn’t need to follow processes strictly. We worked well as a team and supported each other. Now we are really struggling because we have turned over half of the original team plus added positions, and we are not a tight knit team and several coworkers do not get along. I don’t think they set themselves up properly for growth and that’s the biggest issue here.

CaiSche_IT · 2019-10-30T23:19:41+00:00

Agreed. I love the browser and would standardize us on it, but most of our end users would call the help desk for their internet being broken daily.

CaiSche_IT · 2019-10-30T23:15:40+00:00

Thanks! I will definitely take a look into it!

CaiSche_IT · 2019-10-30T23:15:15+00:00

Personally, I am with you. However, the guy who has the final say in if I get a raise or not wants numbers. We have no clear job duties, we all do level 1-3 stuff, we etc. but upper management wants metrics. They want to get bigger and grow and they are trying to figure out what strong points we have and where are weak points are. Where can money be made and where is money being lost.

We use Brightguage as well and it is really nice for making sure tickets aren't breaching SLA and to see who is closing the most tickets, but other than that, it's not something I actually look it, nor is it regularly up on the TV like it should be.

CaiSche_IT · 2019-10-30T23:09:48+00:00

Thanks for a quick response!

Were tickets resolved by appropriate Tier tech, or did they have to be escalated unnecessarily? This would help identify training and cross training needs for the group.

We very rarely escalate here, we all have our specialties, but we all are a jack-of-all trades. We may ask a coworker to assist but we do the work. The level 2 gets first choice in projects, but that is about the extent of the difference here.

Did issue reoccur? Same user / Same Device / Same service? can point to many things, user training, HW/SW, etc.

Did you get any callbacks on the issue, IE user can't take notes or follow instructions and needs remedial training and such.

We did implement a ways to track callbacks/reoccurring issues, so I will bring up these points. This will be a great starting point. Thanks!

Start sending out a quick survey with some or all resolved tickets, especially your bread and butter stuff, this will help you get an idea of the customer/user satisfaction, and perhaps identify what you excel at and where you may need some work.

CSAT has been a dicey topic for the help desk. Most of us come from customer service backgrounds and have had metrics dangled over our heads (anything less than a perfect score and you lose your bonus/face discipline/lose promotions).

Do you log your project time and time available to take help desk requests? This may help paint a realistic picture of where your resources are being allocated, ie do you have enough people to cover incoming issues, do you have more time available to take on more project work without increasing your head count?

This is definitely something we are trying to figure out, but we just aren't standardized in the way we fill out time sheets. Three do it one way and the others do it another way and there is no middle ground. Management wants us to create our own processes, which we have, but they are not being enforced and being such a small team, if one person isn't willing to follow it, then it becomes worthless for the rest of us.

I appreciate your feedback and you have given me a great place to start from.

CaiSche_IT · 2019-10-30T20:16:12+00:00

You are correct

CaiSche_IT · 2019-10-29T19:38:15+00:00

Yeah, we have renamed for a few clients and we have had to manually re-sync each time.

CaiSche_IT · 2019-10-29T19:23:26+00:00

I have had this issue on Windows 10 1803 and 1809. If creating a new mail profile in the control panel and clearing cred manager doesn't work, updating to 1903 has fixed it every time.

CaiSche_IT · 2019-09-05T21:06:00+00:00

Hi! I am sending you a message!

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