21st December 2021

What Is Remote IT Support? All You Need to Know

According to Office for National Statistics, in April 2020, 46.6% of people in employment did some work at home. This stat means that people need reliable tech support now more than ever. 

Have you ever had your computer crash in the middle of work, making you lose all of your crucial files before a deadline? It can bring your workflow to a halt and maybe even screech your business to a standstill. Rather than waiting for a support technician to come, it’s best to go with remote IT support services instead.

With better remote, IT support services, more of your employees may transition into working remotely on a full-time basis.

What Is Remote IT About?

Remote IT support refers to a system that allows clients to solve their technical problems by connecting to the internet and asking for assistance. With remote IT support, you can either call or chat with your IT service provider, and you can have your problem solved within minutes.

Remote support software can provide technicians access to resources, files, and applications on the remote machine, so they can help you whenever you’re in need.

What Makes It a Good Choice?

If you choose to utilise remote support for your business, there are many benefits that you will begin experiencing. Some of these benefits are listed below.

Increased Efficiency

Efficiency is one of the most important benefits of using remote support. Remote IT services essentially eliminate the time it takes for a technician to travel to the client. 

It allows a technician to solve more technical issues in a day at a faster rate. The only downside associated with this tech support method is the downtime when connecting with the software.

Decreased Costs

When travelling from one place to the other, additional costs include fuel and vehicle maintenance. Since these costs of an on-site visit are mitigated and these savings get forwarded to the customer.

Always Available

Not only can you connect to an expert from anywhere with an internet connection, but you can also do it any time, including after business hours. Maintenance is round the clock, so there’s an additional benefit of increased response time to any tech-related queries you may have.

You can also request support via a phone call or live chat. This sort of response is much faster than waiting for a technician to visit.

Enhanced Productivity

IT-related outages can affect the employees by leaving them with nothing to do till the problem is fixed. When you have to deal with an IT issue by yourself, it can likely be tedious and time-consuming. 

Employee morale also takes a hit due to customer complaints and overwork when the system eventually is fixed. This tech frustration also affects the growth of your company down the line. Using remote support solves all of your IT problems fast and helps get productivity back on track.

Drawbacks of Remote Support

There are also a few drawbacks that you may experience when using remote support software with all the benefits.

Privacy Concerns

The idea of someone taking over your computer is a little scary. In the wrong hands, you may lose control of your device or have your data compromised. Because of this, most remote support software also utilises endpoint protection features that protect internal devices. Make sure you choose a trustworthy company for your remote IT support.

Connectivity Issues

The way remote IT support works is by an internet connection, which means that connectivity issues can lead to a crippled tech support experience. When setting up a software solution, it’s essential to ensure strong network connectivity for both the technician and the user. Keep in mind you can always use a phone too.

Types of Remote Support

There are mainly two types of remote support systems used by industries all over the globe.

Attended Support

Attended support means that the customer is using the device and needs immediate assistance; this allows the technicians to help the customer on the spot. The technician remotely accesses the device of the end-user and troubleshoots the issue.

Unattended Support

Unattended support means that the technician can remotely connect to the end-user device even when the user isn’t there. Companies mainly use this type of service to provide routine maintenance and care to the customer’s devices. You can utilise unattended support to manage an IT infrastructure, install updates and even fix minor problems.

Consequences of Not Having Remote IT Support Services

Every minute of downtime can be costly for a business. According to a report by Gartner, IT downtime costs companies an average of $5,600 per minute. Add these numbers for a few minutes and hundreds of employees, and this number can turn into millions for large businesses.

Not only that, IT-related outages can leave employees with nothing to do, which can decrease employee morale. Downtimes may also cause disruptions in the supply chain, causing delays in multiple departments.

On top of that, this can cause missed deadlines causing customers to lose confidence in the business, ultimately leading to unprecedented losses.

What Makes Remote IT Services Different from Other IT Support Services

Compared to on-site IT services, remote IT support can be comparatively inexpensive than having on-site professionals. 

Remote professionals can solve issues right away rather than waiting for technicians to come and fix them. There are multiple service models for you to choose from, which are tailor-made based on your needs.

However, physical problems might not be dealt with right away, and there are privacy concerns associated with remote IT support. You also need to have a stable internet connection between the technician and the user to make it easier to diagnose and solve the problem.

It’s Good to Feel Supported

No matter what kind of tech issue you are facing, having professionals just a phone call away can put your mind at ease. With AdEPT’s remote IT services, you can have your issues solved in no time at all. Contact us for your IT needs.

Written by Sami Malik

Marketing Campaigns Manager