By: Mark Sheldon Villanueva on January 10th, 2023
Why More of Your IT Support Tickets are Handled Remotely
There was a time not too long ago when IT guys went to your desk, looked you in the eye, and told you what they would do to your computer. Fast forward just a few years, and now everything is being done remotely. What’s worse is that convincing a technician to go onsite feels like you’re always on the losing end of a negotiation.
We can empathize with that. However, there are a lot of good reasons your support tickets are being handled remotely. Some of them can even benefit you and your business.
Intelligent Technical Solutions (ITS) is an IT support company that has been serving businesses for over a decade. We’ve provided IT support since before everything was remote, so we understand what you might be going through. In this article, we’ll shed some light on why we handle most tickets remotely and why that’s not really a bad thing.
Why Managed Service Providers Handle More IT Problems Remotely
If we can condense the reasons we handle IT issues remotely into a single word, that word will be “efficiency.” It’s simply more efficient for an IT company or managed service provider (MSP) to offer remote support for the organizations they serve. For one, over 90% of tech problems can be solved remotely; a technician can fix almost any issue without even touching your computer. It would save them a ton in travel time and expenses.
Let’s put it this way: imagine if your business had a way to reduce operational costs by a significant amount and still deliver the same high level of service. Would you take advantage of it? Of course, you would. It makes good business sense. Not to mention, more and more businesses have been working remotely since the pandemic. Providing remote support allows IT companies to deliver the same high-quality service to those organizations as well.
Those may sound like self-serving reasons, but remote support can also offer substantial benefits to your organization.
6 Ways Remote IT Support Benefits Your Business
Take a look at some of the ways your business can take advantage of remote IT support:
1. Faster Response Times
Imagine going through the arduous process of getting a technician onsite only to fix an issue that they could probably solve within minutes. Remote IT support addresses that by getting you in touch with technicians much quicker, which means you get back online faster.
You no longer have to book an appointment, wait for a technician to get assigned, and travel all the way to your location before getting to work. You will always be just a few clicks away from IT support.
2. Improves Productivity
Rapid response times from your IT company also result in better uptime and uninterrupted workflows for your company. That helps improve your team’s productivity, as it allows them to focus on growing your business instead of sitting and waiting for the IT guy.
3. 24/7 Service
For organizations that run 24/7, getting IT support whenever and wherever is crucial. The HelpDesk allows us to provide support during emergencies, no matter what time or day.
4. Wider Area of Service
You’ll find remote IT support beneficial if your business has multiple locations in a region or across different states. That’s because you can still have the same team of people who know your systems inside and out, working on your IT infrastructure no matter where you are.
5. Support for Remote Staff
The pandemic has changed the professional landscape for many. Today, there are many more organizations with a remote workforce or staff with a hybrid remote arrangement. Unfortunately, you can’t always ask your IT company to send technicians for team members across the country.
That’s one of the places where a HelpDesk can shine. They can help your remote team quickly address issues with the same service level as your onsite team.
6. Helps Address IT Labor Shortage
If you don’t already know, experienced technicians are harder to come by. They are few and far between. Thankfully, remote IT support allows providers like us to seek out the best IT professionals in the country and abroad and get them in touch with you. That way, we can address the labor shortage as we have a larger pool to choose from, and your business will get the best tech minds in the industry to help with your IT issues.
Ready to Take Advantage of Remote IT Support?
It might feel like your tech guy is trying to avoid meeting you face-to-face, but that’s not necessarily bad. Technology has made it possible for technicians to fix almost any known issue remotely, and taking advantage of that capability makes good business sense. It offers substantial benefits for both your IT company and your organization.
At ITS, we’ve spent over a decade providing quality IT support to businesses both onsite and remotely. Learn more about how remote IT support can help your organization by checking out the following resources for free:
- Managed Services: The Full Tech Support Experience
- How Can an MSP Help Support Remote Work Setup?
- Self-Help IT Tips to Resolve Issues Before Calling Helpdesk
- Tips to Ensure the Productivity of Your Remote Work Staff