How to Work Effectively and Successfully with your Remote IT Support

January 28th, 2018 by ali Leave a reply »

Turning to remote IT support services has become a necessity for almost every organization that employs remote workforce. How to manage the relationship with your IT provider, in order to make it a success? Here come three basilar tips that can help you to make the relationship with your provider fruitful and helpful

More than a matter of choice, outsourcing IT services has become a sheer need for many organizations today. In facts, this solution is oftener and oftener the only way to get access to experienced and well-trained IT resources, because the increasing complexity of the fast-growing IT technology makes the costs of training internal IT teams unsustainable, especially for small organizations.

Statistics confirm this assumption. According to BDO’s 2015 Technology Survey, more than twice as many US companies have outsourced their IT services in the last few years. According to Deloitte’s 2016 Global Outsourcing Survey, 72% of global companies outsource their IT services, with an increase of 31% in the use of outsourcing and a rate of satisfaction of 78%.

Therefore, developing the skills to successfully manage your remote IT support has become crucial for your organization. Luckily, this is not a difficult task.

1) First, think about your requirements.

Knowing your needs, especially your IT support needs, is naturally the first step. There is nothing like a kind of universal IT support service available out there; every provider offers a specialized IT support service (or a range of specialized IT services) that is targeted on a set of specific needs or technologies. So, it is important that your needs match the competences, capabilities and technological equipment of your provider. Window support is different, for example, from Apple support or Android.

It is also important to understand when, why and how your staff asks for support. Remember that the members of your team are the final users of the service in the end; Therefore, everything works if your collaborators feel at ease with the service and find it useful.

2) Train your staff to properly use your remote IT support service.

An IT support office cannot be deemed as responsible for everything. It is then important to set boundaries and manage the expectations of your collaborators. A good idea is to explain your team what kind of support they can expect and when, and to agree with them on what it is to be handled in-house. You will avoid misunderstandings, squabbles and quarrels that way.

3) Remember that staff training is still important.

Outsourcing IT support does not mean the end of the necessity to train your employees. Human errors are the main causes of IT issues, especially in the domain of data security, and your remote IT support can do nothing to prevent them. Therefore, teams must be always trained to a safe and correct utilization of the technology they get, despite of the engagement of a remote IT support service.

In conclusion, good communication with your remote IT support provider is king, like in any relationship. Be clear about your needs and expectations and speak up. Listen to what your provider can actually do for you and involve your team in the process, as your employees are the ultimate users of your remote IT support service.

Are you interested in remote IT support and the possibilities and advantages that it brings to an organization? You are going to find more resourceful posts and articles on R-HUB`s Blog at

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