Depending on the company’s size, culture, and policy about remote work, the difficulty of managing a remote workforce varies. Recognizing common concerns like isolation and a lack of supervision is crucial while working remotely. For the majority of businesses, the biggest concern about remote working was the potential productivity loss. Thus, having a predetermined plan in place can help with resolving the problems.
Providing remote IT support with the help of an IT ticketing system makes it easy to resolve issues with infrastructure, networks, software, cloud services, and computer systems. In addition to creating preventative measures to prevent future IT issues, the IT support team is in charge of fixing current IT issues.
Here are some ways to provide IT support for your employees working remotely:
Facilitate Self- Service
Through self-service, staff members can get assistance without assistance from a human. Because they make it easy for workers to stay connected throughout the day, messaging platforms and applications have seen an explosion in popularity. It is crucial to establish a self-service portal with a knowledge base and FAQ repository to help employees with routine and fundamental issues.
You can lower ticket volume by using self-service-powered ticket deflection. AI tools can automatically respond to queries that are asked repeatedly using information from your internal knowledge base. Lower operational costs and a better working environment are the results of increased ticket deflection.
Be Available 24×7
Undoubtedly, your employees need a break. Self-service portals do not, though. For staff support, AI tools are available around-the-clock, every day of the week. Your employees will feel more secure knowing that help is available to them at all times if you provide 24-hour support. Connectivity is also important, in addition to technical support. These AI-powered digital agents can respond to tickets in real-time and notify staff members, regardless of the time zone they are serving.
Improve productivity with reduced interruptions.
You can use it helpdesk ticketing system tools to ensure that IT support and operations teams operate at their peak efficiency. Your employees can now stay on chat apps and receive immediate assistance with their inquiries rather than switching to email or a self-service portal. With fewer context changes, agent output and CSAT score increase. To help the AI model grow and get better over time, employees should give feedback on how well the AI responds.
Provide remote desktops and devices.
Many businesses are unaware that their staff lacks the tools necessary to work remotely. Only 52% of remote workers use a computer that is provided by their employer.
You can have more control over security precautions, provide uniform access to everyone, and make support issues simpler by giving employees access to company-owned equipment.
Also, using personal mobile devices to access company data puts your organization at risk. A current MDM policy safeguards your company’s critical data when employees use their own devices. An MDM policy includes provisions for software distribution, inventory management, security management, and policy management.
Implement strict security protocols.
Remote employees frequently experience security threats first. Network security incidents that they frequently cause can quickly spread to the rest of the organization.
Employee education on remote security measures that safeguard both data and staff members of the firm is essential. Employ robust passwords, two-factor authentication, antivirus software, malware protection, spam filters, and other security measures to prevent cyberattacks.
Security measures to undertake for the safety of your company:
- Mandating Two-Factor Authentication (2FA)
- Mandating strong passwords and user access protocols
- Limiting access to important files and directories
- Training on common security vulnerabilities such as phishing attacks
- Setting up a VPN network
- Setting up safety tools to ensure that security software on devices used to access company information is kept up to date
- Implementing a cloud-based mobile device management service.
The cloud is a critical element for practicalizing remote employment. By connecting workers online, collaborative technologies can be used in secure settings. It provides data management and storage that is secure. With concurrent security updates and fixes, it can even assist users in keeping their computers current. Being accessible from anywhere is one of the cloud’s major advantages.
Help for local emergencies experienced by remote workers
While the majority of difficulties may be managed virtually, sometimes a site visit is the only way to address an urgent issue that affects staff who work remotely. As a result, it is your responsibility to make sure you are able to assist a reaction to any emergencies, wherever they may arise in the nation or the world.
Working with several local IT support companies based on where your remote employees are located might be one method to achieve this. This may be effective for smaller businesses, but for larger, more complex operations, you should think about hiring a local managerial service provider. Such managerial services can take advantage of network connections to guarantee that onsite support is delivered promptly, regardless of where in the world your staff is based.
Providing good remote IT support might seem hard, but with proper knowledge and it support ticketing system, you can help your employees’ productivity. Following essential steps while your IT employees work remotely will also help you to keep your company safe in the cyber world.
Mr. Maulik Shah is the founder of DeskXpand, A full-fledged ticket management system that comes with the right tools, like an online ticketing system, to provide a seamless and cost-efficient customer experience. Maulik is a tech enthusiast and writes about the various aspects of Event Ticketing System.