For companies that do not want the expense of managing an in-house information technology team, using an outsourced IT service provider is an outstanding option that can provide the level of service and support you require for all customers. All IT functions are handled for you, including:
- Network management
- New hardware installation
- Security and compliance
- Remote access solutions
- On-site support
- Remote access solutions
- Mobile device management
These are just a few critical functions your IT service provider will provide, but one of the most crucial will be ongoing remote support. Remote support solves many of your IT issues when your company needs it most.
What is Remote IT Support?
Remote access software enables businesses to receive support for technical problems without IT personnel on-site throughout their day-to-day operations. The remote provider can access and control remote computer devices from anywhere, at any time, using secure software and the remote desktop. Small-to-midsize enterprises (SMEs) get the expert help they need in areas ranging from network and security to computer support.
There are three types of remote assistance support.
When someone is present at the customer's end and needs assistance from a technician or help desk, a session that assists users can be initiated instantly or at a scheduled time.
Should a technician need to guide an end user through an issue or provide a demonstration from the remote desktop, they may share their screen with the remote user.
Unattended remote access
Software updates, issue resolution, and other activities can be performed when the end user is absent. This remote access prevents taking time out of a user's workday.
Remote Support Capabilities
Most IT support functions can be administered remotely with remote control solutions, saving companies time and money and enabling rapid response times. The IT services provider can support multiple offices or remote computer systems, leaving you assured that all locations are in good hands with excellent cross-platform support tools.
A list of services includes the following.
Remote network monitoring (RMON) ensures a stable and performant IT network. Remote control support tools monitor the performance and activity of traffic on the network, system information, and network devices. Remote support can use specific tools to collect data and optimize the network's performance.
Remote helpdesk support
End-users often need support accessing and utilizing the tools they need to be efficient and productive. If things go awry on a desktop or a walkthrough is necessary to use an application better, your company has a remote sessions assistance support team that needn't be on-site due to remote support software and can handle all support requests.
Security and compliance
Security is one of the most significant concerns of businesses. Industry compliance, like HIPAA standards, will specify strict security levels to protect records and prevent the ever-present threat of cyber-attacks and ransomware.
Your remote support software service provider monitors for any indications of potential network intrusions and can immediately tackle any potential breaches. Should compliance needs come about, remote support solutions can install the software necessary to keep systems up-to-date.
Device and inventory management
Remote device and inventory management maintains a centralized system of record that manages your company's entire IT infrastructure. IT asset inventories, physical or cloud, are kept accurate and up-to-date. Clear visibility of your assets through support tools helps in budgeting and planning.
Procurement and onboarding
Should devices be needed for remote location end users or in a growing office, your remote support can order the appropriate devices and get them to where they need to go. Once a device is in place, onboarding for new employees is essential to proper device use and employee security precautions. A remote session can facilitate software installations and train employees on acceptable use.
New business strategies often entail deploying software as a solution (SaaS) to help your company manage a process from end to end to gain greater efficiency. Another strategic project might be the deployment of a new business offering or unit that requires specialized IT services.
In either case, your remote technical support service provider helps move the strategic project forward, ensuring that an IT backbone is in place and builds on it to keep advancing the strategy.
Monitoring and insights
Remote monitoring doesn't just assess network performance or security concerns but the overall performance of IT assets, including remote devices. Technology issues are proactively targeted, and asset life cycles are extended, saving the company money.
Monitoring insights can reduce help service desk calls and downtime and identify use issues along the operations chain.
Software for different functions often performs best when separated into individual servers, and many applications or tasks don't play well with one another. This separation also makes it much easier to track down problems.
There are some issues with this approach, however. Modern servers have tremendous processing power, and separating applications to individual servers means only a fraction of that power is utilized on an expensive piece of hardware. Another issue is that more applications mean more servers and the need for physical space.
Using remote support tools software, a remote IT service provider converts one server into multiple virtual machines, each acting like a separate server capable of running its own operating system. Multiple applications can be run on one machine, saving space and money.
An IT specialist doesn't always need to come in-house for effective IT consulting. An interview to understand IT needs, formulate network design, and understand user issues can be conducted remotely in the Zoom age, making the process and follow-up easy.
Mobile device management
If an organization uses devices like tablets, Chrome OS devices, smartphones, and laptops, Mobile device management (MDM) ensures that technical support management is consistent and scalable. MDM mainly deals with enforcing corporate policies, securing documents, segregating data, and integrating mobile devices.
A few of the core functions of MDM include:
- Configuring equipment to consistent standards, functions, or corporate policies
- Updating mobile devices and their applications and functions in a scalable manner
- Ensure that device users are consistent in their use
- Monitor equipment performance
- Track and monitor equipment inventory
- Remotely diagnose and troubleshoot equipment
Using cloud-based solutions, your IT service provider can perform all the MDM functions remotely.
Remote access solutions
Employees often need access to your company's applications or information while performing as remote workers. Remote access is essential but also a function that requires caution to ensure holes don't exist that can be exploited by hackers. Additionally, remote access needs to limit employees to only the functions and information to which they need access.
Your remote support technician can manage the organization's remote access needs.
Benefits of Remote IT Support
Remote IT support comes with two substantial benefits: savings and expanded services to users.
Reduced IT expenses
In-house support is expensive and often unnecessary, when remote access exists to resolve issues. Your company might not need a 24/7 support team, and outsourcing to a professional IT support provider saves money.
Expanded IT support
As you can see, remote IT support offers a tremendous amount of IT services for SMEs, more than many might otherwise have access to with in-house personnel. Your company gets more for less money.
Tips for Hiring Remote IT Support
There are three main components to consider when hiring remote IT support.
There are a tremendous amount of services offered by your outsourced IT provider but offering a breadth of services means nothing if the experience isn't behind them. Do not hesitate to ask for references and call other companies to get a take on their experiences.
You can run down the street right now, rent an office, and throw up a sign announcing your outstanding IT support. Why should anyone trust you without solid references?
Never be afraid to ask how the solution was evaluated. Did it come down to spending much more or better utilizing the resources at hand? Always question the service provider with the incredibly expensive solution over the 'fair' provider that offers a better value proposition and greater experience levels.
Your IT service provider offers you incredible services at a low cost to support your growing portfolio but also wants to be held to account. Great outsourced providers are transparent about what they do and the extent of work your company requires.
Each of these traits sits at the center of everything a retail organization wants to achieve to realize its highest profitability while empowering users and protecting its vital systems.
If you don't have a service provider or are contemplating a switch, IT Management Solutions is the northeast's IT solutions provider of choice. Combining best in industry results with exceptional value has saved companies millions while also providing reassurance that their data and proprietary systems are safe.
With decades of combined industry experience and working with foremost IT innovators, IT Management Solutions can streamline your operations, stay with you through the long haul, and make your company an industry leader.