Business View Magazine - July 2023

34 BUSINESS VIEW MAGAZINE VOLUME 10, ISSUE 7 differentiate ourselves by saying that an expert answers the ’phone. So, while we do have some tier one-level people at our help desk, in our client-support area, they sort of work in the background, unlike most companies. “We don’t have anyone reading scripts or that sort of thing,” he continued. “It’s our tier-two and tier-three people that answer the ’phone and help when you call in.” Hankel shared Payne’s assessment. “Essentially, we help customers any way we can,” he said. The company has enjoyed much growth in recent years. Since 2019, Payne said, Atrema has better IT support and MSP (or managed-service provider) work also form big parts of what Atrema does. According to Tech Target, an MSP is a third-party company that remotely manages a customer’s information technology infrastructure and end-user systems. Small and medium- sized businesses, non-profit organisations and government agencies hire MSP’s to perform a defined set of daily management services. Such services may include network and infrastructure management, security and monitoring and more. MSP’s often handle management services on a daily basis so that customer organisations may focus on improving their services without staffers having to worry over extended system down-times or service interruptions. “On that front,” said Payne, “we really try to