10 Tips for Providing Remote Support to A Distributed Workforce

October 25, 2021

 

Remote workers are the future, and they’re already here. New technology has made it possible for many companies to switch their workforces to a more flexible system that allows employees to perform jobs in different locations compared to traditional brick-and-mortar operations would allow.

As the workforce becomes increasingly distributed, providing remote support has become an essential skill for IT departments everywhere. Fortunately, there’s no need to reinvent the wheel to provide exceptional service across physical distances; instead, admins can rely on tried-and-true techniques that offer reliable results regardless of whether your team is supporting one person or one hundred people who may be working from any number of locations around the world. That said, here are some tips for providing remote support that spans the digital divide:

 

1. Hire a Managed IT Service Provider to Manage Your IT

 

Instead of doing everything yourself, you should consider outsourcing the management of your remote workforce to a managed service provider. A service such as Executech’s managed IT services in Seattle or other providers in your area can help you design and deploy a remote support strategy that fits your business needs. The managed IT service will provide 24/7 monitoring and live callback functions to ensure minimal time spent patching up workstations as your in-house IT team performs your business’s core IT tasks, or you can outsource technical support services to make the process easier on yourself.

 

2. Be Quick but Don’t Rush

 

One of the best parts about providing support to a distributed workforce is that you’ll be able to respond quickly the same way you could if your users were all in the same office. However, it’s important not to sacrifice thoroughness for speed when supporting your remote workers. If anything, this should become even more important as companies move away from traditional brick-and-mortar locations and into flexible workspace arrangements.

One way to ensure that you’re being both quick and thorough is by using a cloud-based ticketing system, which can streamline incident management by assigning tickets to engineers based on their skill set and availability. In addition, tools like screen sharing can help admins diagnose problems in real-time without having to ask users to access and share their screens manually.

 

3. Use Video to Your Advantage

 

Video support is a great way to provide remote support because it allows you to give visual instructions in addition to simply talking an end-user through the process of troubleshooting or fixing their device. Thanks to cheap, fast broadband and applications like Skype and Facetime, video chat has become very popular in recent years. So, if your company doesn’t use some type of screen-sharing capabilities already, now is a perfect time!

 

4. Stay Organized

 

Before you work live with a managed IT service, be sure to take some time and plan out exactly how you want your platform configured. Which types of support would you like to handle via different tools? How will you handle scheduling, escalation, reporting, and backup? You should address all these questions before you publish your platform for the first time. Otherwise, unanticipated problems might arise that could damage client relationships.

 

5. Make Yourself Available

 

Remote support can be extremely useful because it allows you to provide support at all hours of the day. However, end-users may not always want to reach out for help in the middle of the night or first thing on a weekend morning (even if they do like getting stuff fixed faster). So make sure you set up clear office hours during which remote service requests are welcome. Try to honor those times as much as possible but also communicate how and when users can access other forms of support.

 

 

6. Prioritize

 

For managers, the ability to provide remote support can be extremely rewarding. Not only do you get to help your employees resolve issues faster, but it also allows you to demonstrate your expertise and make yourself appear more accessible. However, it’s important not to let this privilege go to your head. After all, providing remote support shouldn’t become a distraction or displace other responsibilities that are just as important (if not more so). So if you’re lucky enough to have access to remote support capabilities, keep in mind that your users will likely appreciate any advice you give them. However, they probably won’t want or expect their boss to do their job for them!

 

7. Verify That the Problem is Fixed

 

One crucial mistake managers make when providing remote support is assuming that they’ve fixed the end user’s problem (and not double-checking to make sure). The entire operations of your business depend on every system working and supporting one another, so you’ll need to be thorough.

Even if you feel 100% confident that your solutions resolved the issue, it’s still a good idea to open up the affected application and do some basic troubleshooting on your own just so you’re sure everything is working properly.

 

8. Check with Your Co-Workers

 

If you want to be thorough, ask one or more of your colleagues for their input. They might use the same applications as your employees. Anyone who works in IT will tell you there are always different ways to accomplish a task. So why not pick the brains of those who have been in your shoes before?

 

9. Avoid Convenience Services

 

Remote support is a great way to make the lives of your team members easier; however, there’s no reason it should come at the expense of security. Some services may be fine for small businesses but wholly inappropriate for large enterprises. So, while you might want to take advantage of advanced tools like screen mirroring or video chat functionality, they can also introduce new risks. Always consult with IT security personnel first and proceed with caution.

 

10. Know When to Say No

 

Remote support isn’t appropriate for every type of issue as some problems are better solved with on-site personnel. Some problems might be too complex, or involve sensitive information that users wouldn’t want endangering their privacy, or simply because it’s impractical for managers to provide remote assistance (such as during emergencies). Fortunately, there are usually workarounds available if you know where to look, so consider checking out alternative help desk options before shutting any requests down completely.

 

Conclusion

 

Remote support is a valuable tool for helping employees remain productive after your business has transitioned to being fully remote. But it’s also important to respect their time and appreciate the bigger picture. For instance, while it might be tempting to provide on-demand access to all your company’s resources, you should remember that this could lead some users down the wrong path. Always exercise caution before connecting end-users with remote resources. By following these tips, managers will have a much better handle on how they can best provide remote support without compromising security or stifling productivity.

0 Comments

Submit a Comment

Your email address will not be published.

Is Your Business Being Found Online?

Laptop Metrics Colorado

Free Digital Marketing Report ($150 Value)

marketing module lineWant to know how your business stacks up against the competition?

Read more articles about Support.

9 Building Blocks of the Business Model Canvas

The 9 Building Blocks for any Business Model are as follows:   1. Customer Segments 2. Value Propositions 3. Channels 4. Customer Relationships 5. Revenue Streams 6. Key Resources 7. Key Activities 8. Key Partnerships 9. Cost Structure I am going to discuss each...

Why Your Business Should Hire a Digital Marketing Agency

A digital marketing agency handles promotional and marketing campaigns that help a business attract more customers. Why should your business hire one? What benefits can you get from an external marketing team? In this article, we’ll talk about digital marketing...

Digitally Transforming Your Business Communications to Support Marketing and Growth

Digital transformation is reshaping the way we do business in many different ways. From the way we generate leads and approach the art and science of sales, to the way we communicate internally and externally, there is no denying that digital technologies beg the need...

Internet Marketing: What Is It & How It Can Build Your Brand

  The official birth date of the internet is widely considered to be January 1, 1983. Since then, we have grown accustomed to the web and its capabilities, spending more and more time in front of our computer screens. According to DataReportal’s Digital 2022...

Facebook Competitors: Do They Have a Chance?

It’s a death by a thousand cuts that Facebook faces, both now and in the future of social media experiences. That’s not to say that Facebook (now termed, Meta) is going to go away, just that it’s no longer the big bully on the block. There are scores of social media...

What Is Trust Flow SEO?

First, let’s see what trust flow means for websites – Trust flow is a measure of the quality and trustworthiness of a website, based on the number and quality of inbound links to the site.     A high trust flow indicates that the site is trusted by many...

What Do “Business Development Skills” Mean In a Resume?

Every business needs development, and we can see the development of a business in its marketing.     Marketing is not just about selling or advertising, it's about developing your business by creating relationships with your customers. It's about...

How Much Cornerstone Content Should You Have?

Cornerstone content is the foundation of your website or blog. It's the most important and comprehensive material that you have to offer, and it's what you build everything else around - including your social media strategy.     Cornerstone content is...

Read more articles about business.

9 Building Blocks of the Business Model Canvas

9 Building Blocks of the Business Model Canvas

The 9 Building Blocks for any Business Model are as follows:   1. Customer Segments 2. Value Propositions 3. Channels 4. Customer Relationships 5. Revenue Streams 6. Key Resources 7. Key Activities 8. Key Partnerships 9. Cost Structure I am going to discuss each...

5 Things to Consider Before Buying Stocks

5 Things to Consider Before Buying Stocks

  Building a successful business is one of the best ways to achieve financial freedom. Nonetheless, this does not mean that you should stop exploring other opportunities to boost your income. The options abound, and one that you might want to consider is...

15 Websites with Free Stock Images for Commercial Use

15 Websites with Free Stock Images for Commercial Use

Photography is an essential part of any design and finding the right commercial-use photos for free can be a challenge. Sure, you could find the standard stock photos of a person sitting in front of a computer or business professionals smiling in a conference room,...

How TikTok Is Changing The Way Businesses Advertise

How TikTok Is Changing The Way Businesses Advertise

  From old-fashioned word-of-mouth advertising, social networks have improved how businesses publicize their brands. There is a new world of digital marketing on Instagram, Facebook, YouTube, TikTok, etc. According to research, TikTok records over I 000,000,000+...

Understanding of Linux device driver development

Understanding of Linux device driver development

The creation of Linux device drivers is a highly demanded service provided by numerous IT companies. What is Linux? What are the functions of drivers in Linux-based solutions? How to develop these drivers? Find the answers in our article.     About Linux...

Share This