How Remote IT Support Empowers Small and Medium-Sized Businesses to Scale?

May 23, 2023 / Workelevate / 0 Comments

As a small business owner, you understand the critical role that technology plays in driving success and growth. However, managing and maintaining an efficient IT infrastructure can be overwhelming and costly. That’s where remote IT support comes in. Consider the following facts and statistics:

The average Spend per Employee in the United States IT Services market is projected to reach US$2.61k in 2023. – Statista
According to Clutch 2023 Small Business Survey – 62% of businesses in the United States use remote IT support.

By 2025, organizations that use AI-enabled automation will achieve 90% first contact resolution, up from 50% in 2021. – Gartner

As a small company, maintaining a robust and reliable IT infrastructure is crucial for both day-to-day operations and the growth of your business. However, managing IT systems can be a daunting and expensive endeavour. Hiring full-time IT staff is often financially out of reach for small and medium-sized businesses (SMBs), especially if IT is not their core focus. Consequently, many SMEs attempt to handle their IT requirements internally, which may not yield optimal results.

Keeping pace with system maintenance becomes a struggle when lacking the necessary technical expertise and experience. Even for those with IT management knowledge, dedicating time to ensure smooth operations can significantly impact overall productivity. As your business expands, the time and expense of maintaining your internal IT infrastructure only escalate. To avoid potential profit loss and a decrease in employee efficiency, finding an effective solution becomes a top priority for any small business.

Fortunately, there is a relied-upon solution that ensures round-the-clock monitoring of your IT infrastructure while minimizing costs: Remote IT Support services. By leveraging it, you can stay ahead of required updates, proactively detect viruses or device malfunctions, and pre-emptively address IT issues long before they impact your business.

How SMBs can set up Remote IT Support System?

1. Assessing Your IT Support Needs:

Before diving into setting up a remote IT support system, it’s crucial to evaluate your business’s specific requirements. Consider factors such as the size of your workforce, the complexity of your IT infrastructure, and the level of support needed. This evaluation will help you determine the right remote support tools, resources, and staffing requirements.

2. Choosing the Right Remote Support Tools:

With numerous remote support platforms available in the market, selecting the right ones for your SMB is essential. Look for a digital employee experience platform that offers features like self-service, employee chatbot, remote desktop access, and integration capabilities with the necessary tools. Additionally, consider factors such as ease of use, security features, and compatibility with your existing IT infrastructure.

3. Ensuring Robust Security Measures:

When establishing a remote IT support system, security should be a top priority. SMBs must implement appropriate security measures to protect their sensitive data and systems. This includes using secure remote access protocols, enforcing strong passwords, enabling two-factor authentication, and regularly updating and patching software and systems.

4. Building a Knowledge Base and Documentation:

To streamline IT support processes, create a comprehensive knowledge base and documentation repository. This centralized resource should contain information about common technical issues, troubleshooting steps, frequently asked questions and standard operating procedures. Regularly updating this knowledge base will empower your team to resolve common issues independently and reduce dependency on external support.

5. Establishing Communication Channels:

Effective communication is key to successful remote IT support. Implement communication channels that facilitate quick and seamless collaboration between your IT support team and end-users. This may include email, instant messaging platforms, ticketing systems, or dedicated self-service portals. Ensure that your team is readily available to address support requests promptly and provide regular updates to users.

6. Implementing Remote Monitoring and Maintenance:

Proactively monitoring and maintaining your IT infrastructure is vital to prevent potential issues and ensure optimal performance. Leverage remote monitoring and management (RMM) tools that allow you to monitor system health, perform automated tasks, and generate performance reports. This proactive approach enables your support team to identify and resolve potential problems before they impact business operations.

7. Relying on a Trusted Remote IT Support Provider:

By outsourcing remote IT support, SMBs gain access to a pool of highly skilled professionals with diverse technical expertise. Remote IT support services driven by teams of experienced technicians who specialize in various areas of IT support along with 24×7 NOC-SOC facilities can ensure that your end-users receive prompt and accurate resolutions to IT issues, without the need for in-house training, advanced infrastructure and resource allocation.

Why Choose Remote IT Support over On-Site IT Support?

The advantages of remote IT support over traditional in-house support services for small organizations are manifold. It eliminates the need to hire and accommodate permanent in-house IT employees, enabling you to access technical assistance and troubleshooting whenever you require them, not just during set working hours. However, for certain hardware-related IT issues, your business may need on-site support. Fortunately, this is rarely the case, and most issues can be resolved quickly and efficiently via remote support.

Benefits of Outsourcing Remote IT Support for Small & Medium-sized Businesses

Reduced Response Time and Overhead Costs

By outsourcing remote IT support, small and medium-sized businesses can benefit from reduced response times for technical issues. With a dedicated team available around the clock, businesses can ensure prompt resolution of IT problems, minimizing downtime and maximizing productivity. Additionally, outsourcing IT support eliminates the need for in-house resources, reducing overhead costs associated with hiring, training, and maintaining an internal IT team.

Enhanced Operational Efficiency

Outsourcing IT support services to a remote provider allows businesses to tap into a pool of specialized expertise and experience. This expertise translates into efficient handling of IT tasks, such as software updates, network maintenance, and security monitoring. By leveraging the knowledge and skills of professionals, SMBs can optimize their IT infrastructure and streamline operations, ultimately leading to improved overall efficiency.

Improved Employee Experience & Better Productivity

Outsourcing IT support not only resolves technical issues promptly but also enhances the overall employee experience. When employees have reliable and efficient IT support, they can focus on their core tasks without interruptions, leading to increased productivity. Remote IT support providers offer quick and convenient assistance, whether through phone, email, or remote access, ensuring that employees can get their IT-related concerns addressed promptly, thus fostering a positive work environment.

What Should You Look for in a Remote IT Support Services Provider?

Modern IT Capabilities

When choosing a remote IT support services provider, it’s crucial for SMBs to look for a partner with modern IT capabilities. This includes leveraging AI and automation technologies to streamline processes and enhance efficiency. Additionally, a provider with robust NOC-SOC facilities ensures proactive monitoring and management of IT infrastructure. Industry-specific capabilities are also important, as they demonstrate a deep understanding of the SMB’s unique needs. Furthermore, a strong focus on cybersecurity is essential to protect sensitive data and prevent cyber threats.

Omnichannel & Multi-lingual support

SMBs should prioritize a remote IT support provider that offers omnichannel support, enabling seamless communication across various channels such as phone, email, chat, and ticketing systems. This ensures that businesses can reach the support team through their preferred means, promoting efficient issue resolution. Additionally, multi-lingual support is beneficial for businesses operating in diverse regions or with international clients, as it eliminates language barriers and facilitates personalized communication.

Experience Level Agreements (XLA’s)

SMBs should seek a remote IT support services provider that offers Experience Level Agreements (XLAs) over Service Level Agreements (SLAs). These agreements outline specific performance metrics and service levels based on your end-user experience that the provider commits to meet. By establishing clear expectations, XLAs ensure that your SMB receives quality service and support, fostering a strong partnership and accountability from the provider.

Remote IT Support Platform

A reliable remote IT support platform is crucial for seamless experience management and efficient issue resolution. SMBs should consider a provider that offers a user-friendly platform with features such as remote access, real-time resolution, as well as user sentiment analysis. This platform should facilitate quick and secure communication between the support team and the SMB, enabling timely problem resolution and 360° management.

Rethink Your End-user Productivity with Workelevate’s 24x7 Remote IT Support

Small and medium-sized businesses (SMBs) cannot afford to overlook the importance of robust and reliable IT infrastructure. With the growing complexity of technology and the increasing need for round-the-clock support, outsourcing remote IT support has become a strategic choice for SMBs.

Workelevate by Progressive offers a comprehensive remote IT support solution that ticks all the boxes. With a team of highly skilled professionals, modern IT capabilities including AI and automation, omnichannel and multi-lingual support, Experience Level Agreements (XLAs), and a user-friendly remote IT support platform, Workelevate stands out as the ideal partner for SMBs.

Take your SMB to the next level.–Workelevate Now!

How Remote IT Support Empowers Small and Medium-Sized Businesses to Scale?