Empowering ‘Work From Home’ and Remote Workers
Your employees who work from the head office, satellite offices, factories, working from home or other locations should all be getting a consistent level of support.

One of the primary benefits of remote IT support is that regardless of where you submit a ticket from, the response and resolution process is standardized.Team members can submit support tickets through a self-service portal, by phone, or email and get a solution to their problem.

When working from home, running into technology problems can feel defeating, especially if you don’t have anyone you can contact to resolve it.

The benefit of remote IT support is that there is always a resource available to work through any tech problem your team encounters and within a consistent time frame.If devices or connections can’t be restored remotely, couriers can be sent to collect the hardware and drop ship a newly configured device to get you back online.

Secure Remote Working

One of the downsides of remote working is that home networks and devices aren’t necessarily as secure as hardware set up professionally in an office setting.

Leverage remote IT support to ensure that updates and patches are applied, antivirus is configured correctly, and employees have somewhere to turn if they come across suspicious emails or other possible threats.

Expertise Matched to Your Problem

With on-site IT support, you may be limited to whoever is available when you make your request. Whereas with the benefit of remote IT support, users typically send tickets into a larger team with a variety of skill sets.

This means you’re more likely to have access to a resource with direct knowledge of the hardware or software that is causing problems. Based on the severity and complexity of the problem, it may be escalated to a more senior or specialized member of the remote support team.

Remote IT Support is Scalable

Another upside to remote IT support is that it scales with companies as they grow or evolve. When organizations undertake mass hiring and growth, they don’t need to hire IT talent at the same time. All they need to do is increase their retainer to match support usage.

There is no hiring, onboarding, or training required to provide support for more users. The remote support partner already understands the environment and typical user issues that occur within it.

Plus, with standardized procedures in place for new user onboarding, user exits, and other routine tasks, remote IT support gets new users up to speed with the right technology assets in place for them to get started.

Reduce Downtime and Increase Productivity

If your workforce is remote and they get locked out of their system or lose access to key applications, there needs to be processes in place to get them back online quickly. A major client benefit of remote IT support is the ability to engage a team remotely to investigate issues as soon as they happen.

Without remote support in place, users working from home may just live with the hindrance and be less productive. Or they may try to resolve the issue on their own causing more problems or wasting valuable time.

Successful remote working requires a specific set of digital workplace solutions that can be quite complicated to maintain without the right expertise.

Workers often need to leverage tools like Microsoft Teams, VPNs, cloud file storage, and other key applications to connect with their team securely.

Visibility into the Resolution Process

 

When submitting a support ticket into your remote support team, you’ll get notifications throughout the process. You’ll see when a resource is assigned to your ticket, when notes are added to it, and when the issue is resolved.

These portals give you the option to ask questions, provide updates, and check in on the status of your support query as it moves through the resolution process.

Costs Matched to Usage

 

Unlike an in-house support team, businesses do not need to hire and train IT support resources when they choose a remote support partner. Typically, companies will pay a consistent monthly retainer based on the amount of support required within a month.

This allows businesses to budget accordingly without any surprises if the number of support tickets and the effort to resolve falls within the remote support retainer.
For many companies, this style of IT support can be less expensive than having their own under-utilized IT team.

Having proactive monitoring and remote resolution processes in place, can also lead to heading off issues before they become bigger problems.

Faster Response and Resolution Times on a 24/7 Basis

 

With remote monitoring and resources at the ready, IT problems are responded to and resolved faster. Another one of the major benefits of a remote IT tech support arrangement is businesses can choose their allocation for how much support resources they have through their regular hours and during after-hours support.

Remote support is typically more responsive than an onsite resource due to:

• Wide range of options for outreach including phone, email, portal, and live chat
• Accessing a whole team of available agents versus relying on one support person
• Remote connection and takeovers for quick resolution in place of onsite visits

Proactive Monitoring and Maintenance

 

As part of a typical managed IT services partnership, monitoring is installed on key technology assets like servers, firewalls, networks, core applications, and more to send alerts when problems occur. Thresholds are established for key resources (disk space, memory, network bandwidth, etc) and monitoring will send an alert to the support team.

This allows specialists to intervene and resolve budding problems before they impact the business.

Benefits of getting remote IT support don’t necessarily include all these components. Ensure you ask the IT support providers you approach what level of monitoring and proactive maintenance they provide.

Get Expert Guidance on Technology Upgrades

 

Beyond just support, having an IT partner who understands your business and IT environment means you’ll get guidance on when you should patch, upgrade, or replace your technology assets.

Client benefits of remote IT support can extend to getting strategic planning advice like technology road mapping, reviewing disaster recovery plans, assessing IT security measures, and more if you pick a partner with those skill sets.

Contact us to learn what remote IT support might look like for your organization.

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