Remote tech support has been around for quite some time. But in the past two years, it has gone through what can be described as a seismic shift as the global pandemic has forced a majority of office-based staff to work in their respective homes instead. With no in-office IT personnel to help out the staff in the technical issues they encounter, the role of the remote tech support has become more crucial than ever.
For small businesses that have found themselves doing remote operations, here is how remote tech support can help:
1. Quick response time
Certain IT problems have simple solutions: patches, updates, or configuration changes. These aren’t the types of issues that require the dedicated skills of in-house technicians, but they often get called to resolve them nonetheless.
With remote technical support services, businesses are able to resolve these basic issues quickly. For those that are not technically savvy, agents can take control of the user’s system, check for issues, and apply support solutions as needed fully remote with no need to be physically present.
2. Increased productivity
Technical issues and security breaches can affect productivity. And in a remote work environment, productivity is more crucial than ever. A remote help desk not only helps resolve technical issues but can do so in a quick timeframe, allowing staff to be able to be fully focused on the work at hand and be able to get things done in a timely manner.
3. Round the clock support
With a growing number of businesses now able to hire staff or have customers across different parts of the globe, it has become more challenging to provide first-class support, particularly when done in-house. With remote IT support, customers are able to reach support 24/7, regardless of their location or time zone.
4. Immediate access to experts
Some companies have an in-house technician who looks into the technical issues in the workplace. But in a remote setup, it has been a challenge for the in-house technician to look into the issues faced by remote-based staff. Fortunately, remote tech support has multiple experts that can help users with their concerns. And with multiple experts available, customers can be assured that if one could not resolve an issue, the issue can be escalated to more senior experts until a solution is found. These representatives are usually vetted to higher service level standards so customers are also assured of quality and additional security to business owners
5. Ongoing education
Apart from fixing technical issues, remote support can also serve to educate users about certain IT processes and share basic fixes they can do by themselves whenever a particular issue arises. And with remote support and screen sharing, users can watch IT personnel navigate folders and programs to find solutions to IT issues which helps them get a better idea of how to do certain fixes properly and help save considerable resources in the long run.
6. In-depth monitoring
Some dedicated remote IT support providers also offer internal data collection, particular that of IT issues being experienced by a particular business. Such information is vital in order to monitor and detect beforehand any underlying IT issues that need to be addressed immediately or possible improvements or upgrades needed for the business’ IT infrastructure to continue working in an optimal state. The data can also contain information such as employees with the most service requests and other relevant data that may help determine employee performance and IT efficiency.
Having a remote tech support service that can be called upon at any given moment in crucial issues is an invaluable resource any business should have, especially in this ever-evolving remote work environment so they can continue to be productive and be on track towards achieving growth without being bogged down by technical issues that are beyond the reach of an on-premise tech support.