Technical support can be a vague term when it’s applied to everything from IT service management and computer systems to helping you install your router. In the context of PM&A, we offer tech support in line with daily programmes and environments used at most modern offices. We also offer hardware support, however, this is done in-person, thanks to the fact that we serve clients in Cape Town and surrounds.
Some cases require on-site support teams but in other scenarios, technical support specialists can communicate effectively to help out online. A great technical support team demonstrates their interpersonal and business skills as well as their technical expertise in a range of environments. In this post, we’ll explore some of the benefits of a digital technical support environment and help you make a case for online technical support in your business.
Access a technical support agent in minutes
Technical troubleshooting often needs to happen now – as a delay in accessing files, dealing with a security issue or getting conferencing software working is usually urgent. Murphy’s Law dictates that the times you most need your technology to work are the same times something can go wrong. That’s why we offer timely support.
While planning and technical expertise can help you avoid most disasters, having quick technical support at hand is key – and this is easiest to achieve with remote support from a team you have a retainer with, that acts fast. At PM&A, we offer high-quality, quick and reliable IT support helping to prevent and address IT failures when you need it most. We promise quick response times and easy-to-use mechanisms for remote support from a company you can trust.
Cut the costs of technical issues
Sometimes, it’s expensive to enlist technical skills because help solving complex issues can be hard to come by and is typically in high demand. You can cut costs without compromising quality by also cutting the commute for support teams. This means one less expense that needs to be factored in. Fewer logistical costs means fewer items on the invoice.
Remote support isn’t location dependant (for hybrid teams)
According to Microsoft’s Work Trend Index, 66% of employers are redesigning their workplaces to accommodate hybrid work arrangements. Most people don’t work in-office every day anymore. While some professions require this, the standard is now some variant of hybrid work – both at the office and from a home or co-working space.
Hardware issues often need to be addressed on-site but most user technical problems happen in the digital space. With a remote, online solution, we’ll be able to meet every employee where they are – whether that’s at home, in the office, on the road or at a local coffee shop.
The flexibility to access the right person for the job
As mentioned earlier, technical assistance is a broad term. Computer technology covers everything from developing solutions to security programmes, data and file storage, network support, and can become industry related with ticketing systems, and specific improvements required, as well as niche software.
Remote support means you and your team can get access to the right person for the job fast. And, if there is someone better suited to the task, you can quickly get in touch with them and switch support agents.
IT professionals and their resources are often better from home base
In the same way users want to work in familiar environments, IT support can often resolve issues from their own space quicker and more easily. This isn’t just about familiarity, it’s also about the advanced resources most professionals have on hand, which wouldn’t be available in every office.
These could be RMM tools for example (Remote Monitoring and Management), network and diagnostic tools like IP scanners, tools for advanced troubleshooting like PathPing or NetStat, etc. and, these teams will have the hardware to run everything. Some of these can be used with an on-site visit – but it would be a waste of a trip.
Sometimes users can fix it, sometimes they need a technical support team
Technical documentation can be very helpful when it comes to helping users with problem solving themselves. This can help with both software fixes and hardware components.
However, it’s not always easy to apply problem-solving techniques when you have other priorities. Support teams can assist users (even ones with good fundamental knowledge) when they have bigger focuses or need to resolve issues fast.
The challenges of remote technical support
To resolve technical challenges from afar can often be the best option, and most businesses are opting for this approach when using third-party providers these days. That being said, there are times when in-person support is necessary and this wouldn’t be a balanced look into scenarios without considering those.
Managing change and fellow IT staff
Firstly, change can be difficult to manage and some businesses aren’t culturally ready or comfortable with employing remote support. In some cases, there is perceived risk – even though this is usually easily addressed.
Similarly, remote tickets can pile up and having someone in-office gives a sense of immediacy that an issue is being addressed right away, or as soon as they arrive.
Fears about the support experience
Effective support from remote teams often means support teams take over screens and physically assist from afar. This can be uncomfortable for employees who are worried about what they’re keeping on their device or who don’t feel comfortable with remote device control.
It’s difficult to provide assistance when connectivity is intermittent
In some cases, remote employees have a less-than-ideal setup and might have connectivity issues, which makes it hard to get support on their device. Sometimes this means they need to go into the office or a new, secure location to get assistance. This can create complexity and disrupt business continuity.
There is such a thing as “too remote”
While remote support is typically a great way to supplement your team’s IT infrastructure, you still need people who are familiar with your region and industry. They need to know what’s available in your area hardware wise for cost-effective ordering, they need to understand specific security vulnerabilities and legalities for your country. At PM&A, we specialise in support for Cape Town and surrounds, so we understand the specific IT business issues that affect you.
Computer technology principles and help from PM&A
Remote support can increase customer satisfaction depending on your needs and those of your business. At PM&A, our team offers expertise, mathematical literacy, excellent communication skills, and remote troubleshooting you can trust, quickly.
Reduce operational costs, help frustrated users, and keep up with business growth with the right support. PM&A can be your IT help desk. Simply contact us to find out how we can work together.