The number of companies offering remote IT support has increased dramatically over the last decade. Many organizations now offer their employees access to technical experts via phone or video chat. This allows them to receive tech support from anywhere at any time through a remote computer.
Remote IT support offers several advantages to both customers and providers. For example, it helps reduce costs. In addition, remote support solutions also improve employee satisfaction and retention.
What is Remote IT Support?
Remote IT support describes the act of fixing computer problems remotely, usually through the use of remote support tools. They may involve either internal IT staff or external contractors.
The growing importance of remote help desk support services can be attributed to digital transformation, enhanced connectivity, and cloud computing.
There are two main types of remote IT support:
- Attended or on-site IT support: also known by some as on-premises or fixed-term support, this method requires an IT specialist to travel to the customer's location to conduct repairs or troubleshoot issues.
- Unattended remote IT support:with this type of technical assistance, technicians can connect remotely to an endpoint device at any given moment, even if no one is currently using the equipment. There must be a previous setup required, for example with a remote desktop, for this type of service.
Who Provides Remote IT Services?
Remote support services come in many different forms. However, most often, there are three different types of remote help desk support services:
Remote IT Consultants
Consulting companies usually provide expert technical assistance and guidance for more significant IT issues. But for small, daily remote IT support, consulting firms aren't the best choice. This is because it will cost a lot more to engage senior IT support personnel.
Remote Managed Service Provider
Managed service providers (MSP) offer managed IT services to companies. They operate and maintain their clients' IT infrastructures and provide remote support. Small and mid-sized businesses that lack the internal resources to handle their IT needs often outsource them to MSPs.
Remote Managed IT Services
Managed IT services mean an external third-party will be handling your IT infrastructure. Managed IT services also provide support for cloud computing, software applications, web hosting, email, mobile apps, and more. In this scenario, IT experts will leverage remote support software to keep operations running.
What Kind of Businesses Require Remote IT Services?
Remote IT services aren't just for large business entities; they can also benefit small businesses and medium-sized companies. Whenever organizations want to cost-effectively match the level of IT support services received by corporate giants, they turn to remote support services.
Here are some indicators that your company may benefit from outsourcing its remote IT support needs:
- Spending too much on internal IT without any real return on investment
- Old IT infrastructure and a shortage of internal staff
- Your IT system has been down for too long
- Your company handles sensitive data and is at risk from cyberattacks
- You are looking to scale your operation
Top 9 Benefits of Remote IT Support and Help Desk Services
1. Reduce Operational Costs
Remote IT support technicians usually provide help desk services without adding additional costs for an in-person visit. You also don't have to deal with the HR headaches that go along with hiring top tech talent to build an in-house IT team and related overheads.
As you have remote access to a top-tier support team for a fraction of the costs, these savings can then be passed on to the customer.
2. Rapid Response Time
Remote IT service providers offer help desk services on-demand and in real-time. This approach helps ensure uptime and uninterrupted workflows as you don't have to book an appointment and wait for a technician to come and resolve a potential issue.
3. Improved Productivity
We can improve productivity across departments when enterprise environments are always up and running. This means that end-users or employees can focus on the task at hand and overall business goals without disruptions.
From a business perspective, you'll spend less time managing employee schedules and more time focusing on growing your business. Remote support is an efficient way to troubleshoot issues and resolve them without disrupting operations.
4. Reduce Employee Turnover
When employees work from home or on-premises and are able access IT support quickly, they benefit from uninterrupted enhanced work experiences. This approach will help build loyalty and help them thrive in a highly efficient environment. When staff are happy, they rarely look to jump ship when the next job offer comes along.
5. Better Knowledge Sharing
In traditional IT support verticals, the technician will restore the system on their own. With remote support services, users can also resolve issues with consistent guidance from IT experts.
This approach helps improve staff's overall knowledge to restore or maintain operations. Regular engagement with IT experts can also help improve employees' technical expertise over time.
6. Remote Access to Cutting-Edge Technologies
Sometimes businesses can operate in a bubble and be totally oblivious to the latest technologies. They may not have the necessary knowledge or resources to use advanced technologies.
However, with remote IT services, companies receive expert advice and recommendations on new applications worth considering (sometimes with discounted access).
7. Grow Your Business Without Fear
When you think about scaling your operation, you also have to think about how you can achieve it without disruptions. Remote IT support can offer the confidence businesses need to think big and go after bigger targets. This is because IT experts are available on demand, and in real-time for any potential issue that may arise down the road.
8. Patches, Updates, and Maintenance
Businesses can ensure security and stability by outsourcing all security and maintenance tasks to the IT support services provider. This approach provides regular maintenance without potential downtime during business hours. It also helps mitigate the risk of data breaches, compliance violations, and damage to brand value.
Some IT support service providers also offer managed security services. In the current threat landscape, this would be an ideal solution for small businesses that don't have their own in-house IT team or security team. In this case, remote IT specialists will manage integrations, permissions, and various security-related functionality.
9. Stay Business Focused
When IT experts are available on demand, businesses can focus on their goals without spending their time trying to solve technical issues. As remote support services providers focus on maintaining your IT infrastructure, you can completely focus on running an efficient business.
Organizations seriously considering remote IT support must partner with a help desk services provider that offers the following:
- Android support
- Business Continuity (BC)
- Cloud hosting
- Disaster Recovery (DR)
- IT helpdesk support
- IT network support
- Linux support
- Mac, iOS, Microsoft, and Windows support
- Remote diagnostics
- SaaS Protection
- Smartphone and mobile device support
- Technical support
- Threat protection
- Tracking with Jira
- Voice solutions
- Virtual Private Network (VPN)
For small and medium-sized businesses, time management is critical as it has an impact on the bottom line. As such, freeing up time from administrative tasks can help staff focus on growing your business.
Remote IT support will always be available with experts on-call around the clock, so companies can concentrate on their goals without worrying about potential disruptions.