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Improve Remote Work With Outsourced IT Help Desk Support


While remote work was initially considered a stopgap during the pandemic, many employees now expect a remote — or at least hybrid— work environment. In fact, remote work has become a critical tool companies use to attract top talent and encourage their current workforce to stay. One recent survey found that 64% of workers stated they would switch jobs for an opportunity to work remotely. As workers show that they can remain productive and achieve better work-life balance working offsite or working from home (WFH), the case for remote work is strong.

Whether a large enterprise or small- to medium-sized business (SMB), companies face several challenges ensuring privacy, security, and efficiency as they adjust to a remote workforce for the long term. Read on to see how you can overcome these challenges and create a more effective remote work program with outsourced IT help desk support.

IT Challenges of Remote and Hybrid Work

Although remote and hybrid work structures help companies become more effective, it does raise issues for in-house IT teams and how they can support employees working from a remote location offsite or a home office. It is challenging for many teams as they search for ways to provide workers with everything they need to do their jobs efficiently.

Setting up remote desks presents leaders with several unique challenges they had not faced in the in-office work era.

Greater vulnerability. Cyber-attacks are becoming more common for businesses: security attacks increased 31% from 2020 to 2021. Employees’ weak passwords, unsecured Wi-Fi networks, and remote file sharing are a few issues that can negate company firewalls and virtual private networks (VPNs).

Irregular work hours. While the 9 to 5 workday may be the norm in the office, many employees find that they are more efficient working off-hours, such as early in the morning or late at night. Although it might increase overall productivity, getting the appropriate IT help can be challenging if they encounter technical issues outside regular business hours.

Increased computer and network issues. Supporting remote end-users and endpoint devices requires extra support and tools over the traditional in-office structure. The increased complexity and workload have placed a strain on in-house IT teams. A recent double-blind survey of 200 IT decision makers in charge of help desk support found that teams reported unsustainable levels of stress and burnout. Troubleshooting remote IT problems with employees not used to working from home can be time-consuming and distract teams from addressing more pressing IT needs and maintenance.

New technology. Remote work requires the right tools, networks, and systems to support employees and protect them from cybersecurity breaches. However, that means that onsite IT teams must take time to learn all about the new technology while handling an influx of computer and network issues. The learning curve can be challenging, especially for remote workers who are unsure how to navigate new software and systems.

Success in remote work means that leaders must navigate these issues and give their workers the necessary support to be productive. Outsourcing IT help desk support helps companies overcome these challenges and build a more effective future of work.

Benefits of Outsourcing in a Remote Work Era

Remote work requires companies to invest in more IT structures to support new software, security, and employees. For many organizations, outsourcing IT help desk support helps workers become more effective without requiring additional staff. The benefits include:

Enhanced Support Outside of Business Hours

Hiring a 24/7 IT team is costly, but employees need help at all hours of the day and night when they have a flexible schedule. Companies waste precious time and efficiency when staff encounters IT problems at their most productive times. An outsourced team can easily accommodate support during off-hours to ensure that work runs smoothly.

Real-Time Security Monitoring

Remote employees are more vulnerable to potentially corrupted devices and poor security practices. However, IT teams often do not have the resources or scale to monitor for potential security problems. Outsourced IT teams can provide valuable real-time security monitoring to ensure that your network stays safe no matter where your employees work.

Scalable Help When You Need It

Many companies find that their IT needs increase with the rise of remote work but hiring more IT workers may not be the best option. Plus, there may be specific times of the year or certain world events (such as spikes in COVID cases) when there are periods of increased demand.

Outsourcing help for remote teams can free up a company’s current IT team as needed. Companies can access modern and scalable IT solutions that allow their businesses to run smoothly, even during times of growth or transition.

Assistance for Changing Needs

The typical onsite IT team is trained and experienced in assisting in the office. However, learning about remote setups and troubleshooting issues outside of the office requires a learning curve that could cause disruptions not only for workers getting used to remote work but also for the IT team. For example, your IT team may be experienced in setting up the conference room for a meeting; however, without the proper expertise, they might be unable to efficiently or properly troubleshoot issues with video calls and virtual meetings from a distance.

Outsourced IT teams have the remote experience to manage and troubleshoot WFH challenges that your employees might experience. That means you get a seamless transfer to the remote environment with trained remote professionals.

Partner With Calance for Your Remote Work IT Solutions

Many businesses are embracing remote and hybrid work to stay competitive, save money, and improve company culture. However, it comes with extra considerations and challenges that leaders must address to ensure their workers have the technical support and security they need to work from home.

By outsourcing IT help desk support, large enterprises with in-house IT teams get the added support they need, and SMBs with fewer resources can get expert help to successfully address any challenges associated with remote work.

Calance has more than 25 years of experience offering IT help desk support to organizations. Our systems and processes allow us to promptly and efficiently respond to the evolving needs of SMBs and large firms. Our expert team concentrates on learning about your unique requirements and specific systems, plus your organizational culture. We are all about providing customized and scalable solutions and expert support where you need it.

Contact us today at calanceus.com to see how we can support your growing IT help desk needs.