Introduction
If your business is not in position to have a full-time IT employee, a Managed Service provider that offers a remote IT support, should be something to consider if you are tired of constant computer related issues.
Here are 5 factors to consider before choosing a remote IT support service that your organization can leverage to maintain productivity, grow your business, and reduce barriers to success.
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Can the IT company fulfill your needs
Though not every single hardware problem can be solved remotely, research has shown that 70-90% of hardware issues and 99% of software issues can be solved remotely. Although you may not see the IT tech in front of you, rest assured they are working on fixing issues with minimal interruption amongst your team. In fact, remote access is less intrusive. With your permission, the IT service support personnel can access your desktop while you are seated. Even if your team gives control of your computer, this flexibility will allow them to focus on other things while their computer is being fixed. In some cases, depending on your agreement, if the issue is not something that cannot be resolved, the IT company may be able to provide a temporary laptop while the original one is being fixed.
A managed service provider that offers remote tech support typically has access to several skilled personnel that can help resolve the issue faster. If an issue is beyond one of the agent’s skill set, they can consult with colleagues of various levels of expertise right on the spot which can be more productive in solving the computer issue at hand.
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Will you have full visibility into the solution process
Typically, most remote support IT service providers have a support ticket program on place. This is crucial because you and your team can submit a support ticket to the support team, and there are usually notifications that are set up through the whole ticket process. This visibility into this portal will give your team an ease of mind to see that the ticket has been processed and help is on the way. Being able to check the status of the support query as it moves through the resolution process is a way to stay organized and focus on other tasks while one is being fixed.
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Reliable
A reliable IT Support company is essential for your business since they are the first point of contact when there is a technical setback.
Reliable remote IT service provider means that rather than sitting and waiting for something to go wrong, they will be taking a proactive approach to maintenance. They will typically use remote monitoring and management to identify, diagnose and troubleshoot potential issues because they become a problem. Depending on the severity of the issue, network downtime can cost businesses a lot of financial loss.
Another important factor to consider when choosing the right fit for your business needs is does the company in question have around the clock support. This is crucial especially when emergencies happen overnight due to power outages or just overall natural disasters. Imagine a scenario where you are putting the final touches in a project that is about to finish and your network crashes at midnight. In a situation like this, you would need a trustworthy partner that will have your back and be able to come up with a solution with minimal downtime.
A reliable remote IT support company will ensure that their service will improve business quality, constant practice of incident management, and increase employee satisfaction.
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What is the response rate?
In today’s world, employees cannot be slowed down by downtime or any type of technical difficulties. Especially during high traffic times, having 24/7/365 support is necessary to ensure that your team can always be productive. With a support services provider by your side, help is always available for your users – day, night, weekends, or holidays.
However, business typically experience a couple of major interruptions per year. Remote support is an efficient way to solve those unforeseen circumstances quickly and easily. Response rate during this peak business season is essential because if your remote service provider can help you resolve the issues in a fast and convenient way, you will be minimizing stress and loss of business.
The worst case would be you reach out to your service provider and they take 3-5 business days to respond. You want a company that is reliable and has a quick response rate. Even if the issue may not always be salvageable within that moment, at least you would know that they have received your request and have started working on a solution. This in turn will give you a peace of mind.
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Are they using cutting edge technology?
With ransomware being so common these days, when looking for a remote IT service provider, it is crucial that they use cutting edge tools that make remote IT support service possible. With COVID-19 having changed the way that everyone in the world works, a reliable remote IT provider will ensure that a layer of security such as a firewall is added for employees who access on site, cloud-based and web files. Things to look out for is ensuring that a firewall is installed (if there is not one currently in place):
- Firewalls are essential because it provides intrusion detection and prevention for you and your team especially when working remotely. It is during this time that employees are most susceptible to malicious attacks.
- Content filter are significant especially the ones that emphasize on security. This concept serves two purposes. First, it prevents employees from using company devices (laptops, cell phones) from accessing websites that will invite a malicious virus. Second, it also prevents employees accidentally accessing malicious websites and potentially infecting their device, and worse your entire network.
- Prevent unauthorized remote access. When a firewall is installed, this layer of protection will prevent hackers from looking around and installing malicious files.
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Conclusion
With so many service providers claiming that their service is the best, it can be overwhelming and quite challenging to find a remote IT service provider that will be there for you in way that will make you feel taken care of. When trying to decide, consider the above factors, it will help you find the right match for you. Having the right remote support during these unprecedented times is essential can be essential to the survival of your business.