You might recall the ‘old’ days of IT support when a technician actually sat at an end-user’s desk to conduct even the most menial tasks, such as password resets or setting up email. Support that is removed and remote is the present-day, practical approach to business IT.
The influx of work-from-home employees combined with cyber attackers that seem to be looming in all directions, has prompted increased and improved options for remote IT. Services available for outsourcing have formed into streamlined, seamless solutions that provide added value and promote health, wellness, and safety for your business and your employees.
Outsourcing your IT Service Desk shifts management and maintenance responsibilities to an expert outside provider. From handling the basics to managing infrastructure changes and challenges, today’s interactive software provides technicians with access to issues, updates, and requests often without interruption to the end-user. Employing remote IT relieves HR overhead, alleviates the need for accommodations within your building, and removes your responsibility for managing licensing, training, and upgrading equipment. Additional advantages include:
From a financial perspective, outsourcing your IT service desk generates savings that can be allocated to other components of your business. The impact on bottom-line dollars can include:
In remote IT, your business utilizes financial resources in a partnership that is responsible for keeping data and operations running smoothly. Through KPIs and metrics, your service provider will offer feedback to allow you to see the effectiveness of your technical presence.
The remote IT model is one that promotes ease and usability in measuring the quality and effectiveness of the service provided, equipping your business with the ability to monitor the value of its ROI from several angles. Effective and efficient review of the IT ‘big picture' on a regular basis provides ongoing feedback regarding what is working well and what needs to be revamped.
Having a well-defined tier system is vital in remote IT. It assures that the level of support is appropriately aligned, matching the technician’s skillset and expertise with that of their position and responsibility within their tier. For example, an upper-level technician is designated to provide support at a Tier 2 or 3 level. For such expertise to perform Tier 1 support impacts the company by using time and hourly wages in a misappropriated manner.
Metrics guarantee that delivery is timely, and issues are addressed, alongside having the ability to measure technicians based upon their courtesy and fluidity in managing a service request.
Technology is an ever-changing industry. New and improved ideas and resources are a constant. Businesses often (and sometimes unknowingly) impede processes by employing in-house IT resources who are limited or overwhelmed. With a remote service desk in place, your company gains benefits from enhanced support for systems and infrastructure in ways that improve the bottom line and protect the health and resilience of your employees.