Leveraging Remote Help Desk for Efficient IT Support in Small Businesses

Leveraging Remote Help Desk for Efficient IT Support in Small Businesses

Dec 12, 2023 | Desktop Support, Computer Support

The best performing small businesses rely heavily on efficient IT support to keep their operations running smoothly. But with their limited resources and budgets, it can be challenging for SMBs and non-profits to maintain an in-house IT team. That’s where remote help desk support comes in. Thanks to their quick response times and their ability to eliminate the need for on-site visits, remote help desks can help small businesses ensure their IT needs are met effectively. In this blog, we will explore the benefits of remote IT support for small businesses and how it can help them adapt to the evolving nature of the remote workforce.

Benefits of Remote IT Support for Small Businesses

Remote support has become increasingly popular in recent years, offering small businesses access to technical experts via phone or video chat. This type of support allows businesses to receive assistance from anywhere at any time, eliminating the need for on-site visits. All you need is a working Internet connection.

Two Different Types of Remote IT Support

There are two main types of remote support: attended or on-site support and unattended remote support.

Attended support requires an IT specialist to travel to the customer’s location to conduct repairs or troubleshoot issues. This isn’t a bad IT support model at all, per se. There are some things, like upgrading or repairing computers or troubleshooting down Internet connections, that require on-site IT support. These types of services are usually provided on a time-and-materials basis, meaning you only pay for support when you need it.

On the other hand, unattended remote support allows technicians to connect remotely to an endpoint device, even if no one is currently using it. These help desks are set up to provide remote monitoring of client networks and systems, and IT technicians are empowered to pro-actively address issues as they arise. When downtime is more expensive than tech time, remote support is a very effective tool to keeping your computer network in top shape.

Cost Savings: How Remote Help Desk Can Save Money for Small Businesses

One of the major benefits of remote support for small businesses is cost reduction. It eliminates the need for travel expenses and on-site technicians, saving money in the process. This is especially important in a rural market, like the Delmarva Peninsula. Inacom has provided IT support services since 1982, and for several decades on-site visits were the only way to provide IT support. We would see network administrators and desktop support technicians rack up 4 or more hours per day behind the windshield on the worst days. Today, technicians on our remote help desk can resolve a dozen or more support calls a day without leaving the office.

Additionally, remote support solutions improve employee satisfaction and retention. Employees can quickly and easily get the help they need without disruption to their work, leading to increased productivity and job satisfaction. Employees appreciate that OS and Application problems can quickly be diagnosed and resolved remotely.

Remote support is made possible by digital transformation, enhanced connectivity, and cloud computing. These advancements have enabled businesses to access technical assistance and expertise without the need for physical presence.

Remote support services can be provided by remote IT consultants or managed service providers (MSPs). Remote IT consultants offer expert technical assistance and guidance for more significant IT issues, while MSPs provide managed IT services for daily remote support needs. It is essential for small businesses to choose the right type of remote support provider based on their specific needs and budget.

With Inacom, choosing your support model and personnel is easy. We offer on-site support across Maryland, Delaware, and Virginia, and remote help desk nationwide. Whether you need desktop support from a call center or a technical consultant in areas like cybersecurity, we are staffed to meet your needs.

Efficiency and Productivity: How Remote Help Desk Services Benefit Small Businesses

Inacom’s remote help desk is available to all of our Managed IT Services clients. We keep a number of IT Pros in-house to address the service requests that clients encounter throughout the day.

Clients can contact us via their preferred method – telephone for the most pressing needs, email to a work queue for non-critical, but timely support matters, and email or Microsoft Teams when working with a specific technician or administrator for more complex issues.

A vast majority of our tickets are assigned to a technician within 1 business hour, and most tickets are resolved in 4 business hours or less. Our goal is to complete as many help desk tickets that we can within the same business day.

Thanks to faster response times, employees working for our clients enjoy improved availability of important business systems and workflows.

Adapting to the Evolving Nature of Remote Workforce: Remote Help Desk for Small Businesses

Adapting to the evolving nature of a remote workforce is crucial for small businesses in order to thrive in today’s digital era. The Covid-19 lockdowns have shown that remote work is not only possible but also potentially preferable for knowledge workers. Numerous studies have found that working from home enhances productivity and engagement for individuals and their organizations.

However, there are challenges that arise when all or most employees are remote. Communication, knowledge sharing, socialization, performance evaluation, and security become areas of concern. Companies that have already adopted work-from-anywhere policies, such as GitLab, Tata Consultancy Services, and Zapier, have found ways to overcome these challenges and have identified best practices.

With a remote help desk, IT professionals have the ability to access computer systems remotely, regardless of your worker’s physical location. Agents can check, diagnose, and fix technical issues without physically being present. This flexibility enables quick problem-solving and minimal disruption to business operations.

Implementing a remote help desk not only improves the efficiency of support but also saves money for small businesses. By outsourcing support services, businesses can eliminate the need for an in-house IT team, reducing costs associated with hiring, training, and maintaining IT staff.

To Wrap Things Up

In conclusion, remote help desk support offers numerous benefits for small businesses in need of efficient support. With 24/7 assistance, small businesses can ensure that technical issues are addressed promptly, minimizing downtime and maximizing productivity. Additionally, remote help desk services provide cost savings by eliminating the need for an in-house IT team and reducing infrastructure costs. By leveraging remote help desk support, small businesses can streamline their IT operations, adapt to the evolving nature of remote work, and focus on their core business activities. Overall, remote help desk support is a valuable solution for small businesses seeking reliable and efficient support.

Sources:

Top 9 Benefits of Remote IT Support – Office1

24/7 customer service: round-the-clock support | Blog – Conntac

Do Companies Save Money With Remote Employees? [2023] – OfficeRnD

How to Leverage Software to Improve Customer Service Efficiency – InvGate

Our Work-from-Anywhere Future – Harvard Business Review

Travis Fisher

Travis is Inacom’s Executive Vice President, tasked with assisting customers with their web based marketing initiatives. He’s kinda famous for his BBQ. He lives in Easton, MD with his amazing wife, two kids, and two dogs.

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