Remote IT Support: How To Provide Effective Support To A Distributed Workforce

The working environment has changed dramatically in recent years, with more and more people deciding to work from home as opposed to an office setting. This shift has meant that remote IT support systems have become increasingly important to ensure business continuity. Effective remote IT support is key for maintaining productivity, security, and much more. Let’s have a look at how to provide effective IT support to a distributed workforce.

The Importance of Remote IT Support

The main benefit of remote IT support is that it allows businesses to continue operating effectively, even with employees scattered across various locations. With any technical issues being able to be resolved remotely, downtime is kept to a minimum, allowing business operations to continue running smoothly.

Productivity is also improved with the implementation of remote IT support as with technical issues being able to be resolved quickly, so employees can get back to the task at hand with minimal disruptions. This therefore leads to higher efficiency within teams operating remotely.

Distributed workforces are at a higher risk of security threats, particularly if employees like to work from cafes and restaurants, for example. Effective remote IT support means putting into place robust security measures & training to ensure the business is protected against cyber attacks. This is not only essential for complying with GDPR, but also helps the company’s reputation to remain positive.

Components of Effective Remote IT Support

There are a few key things that should be included in a remote IT support package:

1. A well-structured IT helpdesk

If any problems should arise, you need to know that they are going to be looked into immediately. There should be multiple ways in which you can communicate with the IT support provider, including email, phone, chat and a support ticket system. This means you can choose the most appropriate method for your business.

There should also be a ticketing system where the IT support company can track and manage support requests. This should categorise issues based on the order of importance and ensures that no issues go unnoticed.

  2. Remote access tools

When it comes to diagnosing and resolving technical issues, the IT support team may need to gain access to an affected computer. They should use secure remote access solutions that only allow for encrypted sessions, and are compliant with industry standards.

3. Proactive monitoring and maintenance

Prevention is always better than cure, so proactive IT support should include the following:

• System monitoring – using tools to keep an eye on network and server performance, allowing for the early detection of issues.
• Regular maintenance – systems should be updated regularly, and patch management should be performed as soon as possible to reduce the risk of system vulnerabilities.
• Automated alerts – should any issues arise, the IT support team need to be alerted at the earliest possible opportunity to allow for swift intervention.

4. Security measures

Security is paramount when it comes to remote IT support. Multi-Factor Authentication (MFA) should be implemented where possible to add an extra layer of security. Virtual Private Networks (VPNs) should be used to secure remote connections and encrypt data between remote workers and company servers. End-point security software should also be deployed, and includes things like antivirus software, firewalls and anti-malware software.

5. Effective training

Remote IT support providers should give businesses training sessions on how to use remote access tools when requested, as well as making sure they are aware of security best practices to keep them safe while working remotely. By empowering employees with knowledge, they are less likely to slip up and put the business at risk from a cyber attack.

Test and Review Regularly

When it comes to remote IT support, it is incredibly important to review and assess the effectiveness of your strategies. Keep an eye on metrics such as response times, resolution times and how satisfied employees are with the support being provided. This data will give you an indication of the areas which need improving.

For help with managing your IT systems remotely, seek advice from a trusted support provider, such as ECL. Here at ECL, we have a track record of successfully creating and implementing business continuity plans, managing cyber security threats, and protecting data.

If you want professional support with your IT, call our team of experts on 01268 575300, or email us at info@ecl.co.uk.