DKB Client Success Story
Keeping 40 Users Productive Through a Rapid Shift to Remote Work
When a North Texas business needed dependable day-to-day IT support for its 40-person team, DKBinnovative became its fully remote service desk, resolving 429 support requests over two and a half years.
When staff moved to remote work in March 2020, DKBinnovative configured VPN and remote access, joined new devices to the domain, and kept email and collaboration tools running as monthly ticket volume tripled.
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The Challenge
The organization needed one responsive partner to manage its users, servers, email, and network without adding in-house IT staff.
Critical concerns included:
- Resolving daily user issues quickly and remotely
- Stopping spam and phishing attempts aimed at staff
- Monitoring servers, storage, and backup jobs
- Managing account access, lockouts, and resets
- Enabling secure remote access for a mobile workforce
Without consistent support, small issues risked turning into lost productivity across the team.
Solution & Response
DKBinnovative delivered fully remote, ticket-based support backed by automated monitoring of the client's servers and backups.
Actions taken included:
- Configuring VPN and remote access for staff working from home
- Joining new and personal devices to the company domain
- Blacklisting 30 spam, phishing, and fraud attempts
- Resolving 48 account lockouts and password resets
- Remediating failed backup jobs and low repository space alerts
- Investigating repeated failed login alerts on domain servers
With 94% of requests submitted by email or the client portal, staff could report an issue in seconds and get back to work.
Preventative Recommendations
To reduce ticket volume and strengthen long-term resilience, DKBinnovative recommended several proactive security measures and operational safeguards, including:
- Enforcing multi-factor authentication for remote and email access
- Deploying advanced email filtering to reduce spam and phishing
- Expanding storage capacity on file and backup servers
- Standardizing device onboarding and domain enrollment
- Adopting self-service password reset to reduce account lockouts
- Providing ongoing security awareness training for all staff
Overview
A North Texas business with 40 active users relied on Windows workstations, on-premises file and application servers, Microsoft 365 email, and a firewall-protected network. The organization engaged DKBinnovative as its service desk, covering everything from password resets and printers to server alerts and backup failures, all delivered remotely.
Key Outcome
DKBinnovative resolved all 429 support tickets remotely, closed 62% within 24 hours, and averaged just over one technician hour per request, including a threefold spike in volume during the March 2020 move to remote work.
Business Impact
Without a managed service desk, the organization faced operational risks, including:
- Lost productivity from unresolved user issues
- Phishing and fraud emails reaching staff inboxes
- Undetected backup failures putting data at risk
- Servers running low on storage without warning
- Remote staff unable to reach files and applications
Results
DKBinnovative gave the organization a dependable, fully remote service desk that resolved every request logged over two and a half years. By pairing responsive support with proactive monitoring, the team kept 40 users productive, kept phishing and fraud out of inboxes, and carried the business through its move to remote work with minimal disruption.