If there is one thing that the coronavirus outbreak of 2020 has shown us, it’s that our systems are fragile and they are vulnerable to disruption at any time. There are few who could have predicted how this year would turn out, but now that it has been fraught with numerous challenges we can use this opportunity to review operations and how they could be better prepared for the worst.
In the current situation that workforces all over the world are affected by stay-at-home measures, working remotely has become a necessity for many. This has put a greater emphasis on remote access to corporate networks, and the various services provided by cloud computing. While hardware issues may need to be left untouched until after the lockdown is lifted, there are still a number of software services that can be managed and serviced remotely.
A future phase of digital transformation can ensure that enterprises are flexible enough to continue operating when disasters hit, but as things stand we are still navigating the current crisis. This means we need to work with all the resources that are available to us. Businesses that are working from home may choose a professional IT company which can provide consultancy and support aimed at taking operations forward.
How does remote IT support work?
Remote IT support offers technical computer assistance when the customer is at a geographical distance, and it relies on a high-speed internet connection. Tech support can be provided over the phone, through email and live chat, with technicians then gaining remote access to your computer.
In addition to support that is provided through remote access, technicians can provide assistance in everyday business operations, from the installation of software applications to issues that are potentially damaging the whole network. Remote tech support can offer guidance in a range of ongoing IT issues, as well as troubleshooting, scheduled maintenance and immediate response to problem areas.
Remote IT support services
Remote IT support can be available at all times for the internal needs of a business, or alternatively as third-party tech support for clients. Tech support services are many faceted, flexible and they can be personalised to the needs of each individual business.
Installations and setup This could include installations on desktop or laptop computers, printers or any peripheral computer equipment. It could include installations of operating systems like Windows or Exchange server, DHCP server configuration, group policy configuration or server migration.
Cloud support Remote cloud services commonly use advanced solutions to safeguard against cyber threats, as well as multi-staged protection processes. This includes collecting threat data from a wide range of sources, data synthesis, threat analysis and applied intelligence. Cloud support should always be checked for a security certification.
Incident-based support With remote support that responds to a particular incident, technical issues will be managed up until they are resolved. A number of parties may need to be involved, but a dedicated IT support team will focus on the issue until a solution is delivered.
Product support Remote IT support is often able to provide product support, offering product related information, or providing assistance with any product malfunctions. This kind of remote support is usually specific to the product type.
Managed monitoring support services This may include network monitoring, website monitoring, server monitoring, performance tuning issues, event log monitoring, online connectivity issues, data retrieval, virus or malware removal, browser connection issues or system formatting issues.
Managed services support Managed services can include the outsourcing of many services that improve operations and cut costs. Remote IT support can help with services such as server support, consulting, proactive management, help desk services and server deployment.
The benefits of remote IT support
While COVID-19 may have made remote working and communications an absolute necessity, IT services that are provided remotely come with a range of merits even under normal circumstances. The following are some of the benefits remote IT support provides.
Fast responses
It is important that businesses can have technical issues dealt with as quickly as possible, to prevent any potential bottlenecks or loss of business. With IT support that can be contacted as problems occur and solutions delivered immediately, a considerable amount of time and money can be saved.
Reduced costs
It is clear that remote services make cost savings in terms of the travel expenses that are incurred by an on-site visit. This in turn means that the rates charged will be lower, so businesses should consider whether usual on-site services can be reduced.
Increased focus
According to a survey from Udemy, 70 percent of employees feel they are affected by distractions. These cause productivity to be lowered, so the removal of IT issues means one less distraction. Remote IT support that can deal with technical issues allows staff members to focus primarily on their own responsibilities.
Increased productivity
Tech support services that can resolve IT services faster mean that business operations can continue unhindered. In addition to this, staff are not diverted from their usual tasks so productivity will not be negatively impacted.
Knowledge sharing
While a technician that works on IT systems on site will probably do so alone, through remote communications the users in the organisation will be taken through every step of the maintenance or repairs. This means employees are more likely to learn a valuable skill and be able to do it for themselves in the future.
Wider access to IT professionals
Instead of having an in-house IT team or individual that may be limited in their expertise, taking IT support services online means that there is a greater potential in the skills and knowledge available. If the initial technician is not suited to deal with the issue then they can pass you on to a colleague with more specific training.
Efficiency
Experts suppose that as many as 90 percent of IT issues can be dealt with remotely, with an even higher proportion in the case of software solutions. As a remote response offers a solution that is faster and without the physical presence of a technician, this is the preferred option for many companies.
Remote IT support is something that is too frequently overlooked by organisations. With a wide range of IT services that are available online, as well as a number of good reasons for taking this approach, businesses are well advised to review their existing processes. The current disruption to the world is certainly catastrophic, but we should all take this time to consider how we can make things better for the future.