How to provide IT support for a growing remote workforce
Throw in new telecommuting policies that allow employees to work from home, and you need to find a way to properly support them.
Nearly half of the workforce will work remotely this year, at least in some capacity. This means you’ll need to address how your team manages the needs of a mobile workforce. Existing IT support protocols may not be enough.
For instance, what happens when an end user working remotely needs a technician to physically change a setting on their computer? The technician could try to walk them through the steps, which could work…or it could lead to frustration and a bad service experience. Or you could rely on a remote access tool and sidestep the frustration.
Need for support
The truth is that people demand IT support even if they’re not working from the office. This means that your team is forced to find a way to provide stellar remote support without physical access to the device. When people are out of the office and can’t ask their peers simple questions about how to access the company intranet or reconfigure their Outlook settings, they turn to you for support.
Depending on company policies surrounding BYOD, end users might be on different devices and platforms from the rest of the workforce. IT staff need to be prepared to access a wide range of technologies to help support them.
Before allowing employees to work remotely, do your research on remote support solutions. The right combination of remote work and remote support software can lead to a high ROI and happier, more productive staff.
Ensure everyone that they can get frustration-free IT support without a trip back to the office. Remote support software like ConnectWise Control® makes it possible to deliver the support they expect without needing physical access.