GenCare

GenCare is an IT services company headquartered in the United States, operating from the Los Angeles / Glendale area of California. The firm provides outsourced and managed IT support to organisations in Los Angeles, Glendale and parts of Orange County, with services and client activity focused on the Southern California region.

Services and Capabilities

• Managed IT services: ongoing remote and onsite help desk support, ticketing, and service-level response procedures with an advertised 15-minute response benchmark.
• Cybersecurity and risk management: deployment and management of security controls, threat protection, and policies intended to reduce cyber risk.
• Business continuity and disaster recovery: planning and implementation of recovery strategies to protect critical data and minimise downtime.
• Cloud and productivity platform support: configuration and administration of Microsoft 365 services and Microsoft Azure cloud solutions.
• VoIP and communications: design, deployment and support of VoIP phone systems integrated with business tools.
• IT consulting and project delivery: discovery, customised IT roadmaps, onboarding and transitions when switching IT providers.

Industry Focus

• Non-profits: operational IT support and managed services to maintain day-to-day systems.
• Private clubs and hospitality venues: infrastructure and stability work to support on-site operations (example client work described for the Magic Castle).
• Manufacturing and field services: support for business systems and remote workforce needs.
• Property management and professional services (including law firms): desktop support, migrations and security measures for office environments.

Technology and Delivery Approach

• Service delivery combines remote help desk operations with onsite support; every contract includes onsite support in Los Angeles and a stated percentage of Glendale tickets are closed onsite (7.1% referenced for a recent period).
• Cloud integration and platform management, focused on Microsoft Azure and Microsoft 365, including migrations, administration and productivity tooling.
• Data protection and continuity practices through disaster recovery planning and associated implementations.
• Operational processes include discovery calls, customised plans, managed transitions between providers, and ongoing refinement of support; a customer satisfaction guarantee (111% money-back) and reported CSAT metric are part of client-facing delivery terms.
• Reported customer-facing metrics include a CSAT score of 97.5 and a recent volume of client reviews cited for performance measurement.