Remote IT support — also called remote technical support — is a service framework that allows off-site providers to assist in resolving technology issues and manage business IT environments at a distance.
For example, companies might choose remote support for help desk operations, in turn making it easier for staff to resolve common IT issues. Organizations might also leverage remote services to manage data storage, improve cybersecurity or support the adoption of new technologies.
Here’s a look at how remote support can benefit your business, how it works and how you can make the most of off-site IT assistance.
Key Benefits of Remote IT Support
Moving to remote managed IT services offers several benefits, including:
Full-time, in-house IT support is expensive. Skilled professionals are in demand as companies look to digitize operations and adopt new solutions, in turn making it a challenge for smaller businesses to find a balance between IT support and budget constraints.
Remote support offers a cost-effective alternative. Instead of paying for five, 10 or 15 full-time staff, companies can access the services and support they need, when they need them.
Faster response times
When IT issues occur, speed is essential. The faster problems are resolved, the quicker staff can get back to work. Remote service teams are often quicker to respond than on-site IT staff.
Here’s why. First, local teams aren’t just tasked with solving user issues; they’re also responsible for security, storage, data backups and monitoring the overall health of IT systems. As a result, even though they work on-site, there may be a significant delay between ticket submission and resolution.
Second, the success of managed service providers depends on their ability to quickly and completely resolve issues. As a result, they’re motivated to provide top-quality IT responses.
24/7 security protection
Effective cybersecurity is critical for small and midsize business (SMB) success. Expanding IT environments create growing attack surfaces, leading to an uptick in malware, ransomware and other security threats.
With managed services, SMBs get the peace of mind that comes with 24/7/365 protection. If a potential problem occurs, teams are automatically notified, allowing them to take action before small issues turn into big problems.
Customizable service plans
Remote services let companies pick and choose the set of solutions that works best for their business. For example, businesses using on-site storage might prefer to keep data management under the purview of on-site staff. When it comes to help desk support, meanwhile, remote services provide a way to improve response times without breaking the bank.
Access to top-tier talent
IT talent is in demand as companies look to navigate evolving challenges around the management of existing technologies and the implementation of new solutions. As a result, hiring new staff is no easy task — many companies can’t afford the time to seek skilled professionals and can’t afford the cost of bringing them on full-time. Remote IT provides access to highly trained pros for a fraction of the price of FTEs.
Opting for off-site IT lets companies access on-demand support solutions such as remote IT help desks. Staff can access help anytime, anywhere via chat portals, phone calls or self-service knowledge bases. If necessary, remote providers can also send support staff on-site to deal with more complicated issues.
How Does Remote IT Support Work?
The path to remote IT services starts with consultation. Your chosen provider meets with your team to assess your current IT infrastructure and create a plan of action. Support companies then walk your team through the process of submitting tickets and resolving issues.
Businesses are given multiple ways to contact support providers. These may include text channels, web portals, mobile applications and phone numbers. Support services are governed by what’s known as a service-level agreement (SLA). This details provider responsibilities such as how long they have to respond when support tickets are submitted, how they will respond if security issues occur, and what (if any) compensation is offered if they can’t meet SLA targets.
Making the Most of Remote IT Support
What is remote IT support? It’s a way for companies to streamline IT operations, reduce security risks and resolve issues more quickly.
However, not all remote IT management companies are created equal. Thanks to the rise of cloud and edge computing frameworks, many providers now offer remote support services, but the quality and efficacy of these services vary significantly.
As a result, making the most of remote support starts with an evaluation of potential providers. Key services to look for include per-device managed service agreements, support and management for installed software applications, customized technology solutions, and IT service agreements that don’t lock your company into long-term contracts.
At CIO Tech, we offer a wide range of remote support services to meet your needs and provide the peace of mind that comes with knowing your IT environment is in good hands.
Ready to see how remote support can benefit your business? Let’s talk.