Remote IT support implementation guide for SMEs

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Every business needs to provide a reliable and secure way for customers, suppliers and remote employees to access the resources they need. Fortunately, most of the day-to-day functions of modern businesses can take place over networked computing devices, or in the cloud. This means that also most of the day-to-day IT support issues: processes, software, security or service desk problems can be solved seamlessly through remote IT support. This is a brief guide to implementing remote IT support applied to common SME’s issues.  


Why is it necessary to implement remote IT support?

remote IT supportRemote support is widely known for its convenience, efficiency and flexibility. An IT support technician can monitor (with permission) anyone’s computer to quickly diagnose problems and implement solutions. It is also possible to connect with customers without being face-to-face. Through the implementation of IT support, small businesses can provide customers with a superior level of care.  

On the other hand, remote IT support is not just a tool for serving external customers. As technology advances, so does the need to provide valuable remote IT support to employees. Often, small companies cannot afford an in-house IT department, so remote IT support may be the best option. Reducing costs, and managing time to the maximum.  

The pandemic poses unprecedented challenges across the board. For SMEs, time is not very much in their favor, but instead of getting carried away by these challenges, small business leaders must divert their energy to overcome these obstacles and find opportunities in the challenges. The best way to start is to look for technology support and networking, which can help us achieve business goals. 


Let’s talk about some of the most common issues facing small businesses and how we can implement remote IT support to solve them.  


  • Remote IT support to reduce costs

Problem: Traditional on-site support visits have a major disadvantage: they entail a lot of expenses. Transportation and maintenance of equipment that wears out faster with exposure. On the other hand, making on-site visits generally requires two or three employees instead of just one. Even setting up a larger support committee to respond to calls at distant locations at the same time. 

Solution: Remote IT support can help without adding the additional costs and fees associated with per diem or miscellaneous maintenance.  Doing remote assistance means you’re not wasting gas or adding wear and tear to your vehicle. It also means there’s less chance of accidents while driving (which means cheaper insurance rates). Saving budget in a variety of ways: Eating at home, saving on uniform expenses or biosecurity. Likewise in consumption of smartphone dice plans.  


  • IT support for increased effectiveness

remote IT supportProblem: One of the biggest problems in any organization working remotely (or not) is communication. The effectiveness of requests suffer as a result of not having technological tools to channel or manage them. Delays when requesting new equipment, or failures in communicating emergency cases.   

Solution: Remote IT support offers the possibility for customers to self-service or access specific and automated service catalogs. Making quick, one-click requests and more effectively communicating their problems. IT support employees receive such requests in an organized manner and can access them in order of urgency. A single employee could service multiple issues more efficiently, from their smartphone. 


  • IT support for increased speed

Problem: The difference between the time it takes a technician to get in his car and dial a phone number can be crucial. This is especially true when your customers are waiting for a long time. Also, at the enterprise level, if an employee is unable to continue working, even if their problem was as small as not being able to use an App on their desktop computer. In addition, part of the problem for the speed of a technical service is encountering the variables of uncontrolled environments. For example: trying to service a business during business hours, or arriving on time with unforeseen traffic.  

Solution: Thanks to remote IT support, answers can be as immediate as a click or a call. Especially in emergencies, your employees can have easy access and communication with your company’s IT technicians.  Working in an environment you can control will help you manage your time more efficiently. It is possible to have more control over the variables that come your way without worrying about customers or external situations getting in your way. 


  • IT support for accessing basic resources

Problem: When remote technical support is not available, small businesses find themselves having to pay/hire experts to mobilize at a high cost. Even when the problems encountered are actually very basic issues that could be solved through self-service. For example, when an employee does not know how to download and install an application, or if your internet network is faulty. In the case of waiting for on-site technical service, the expense would be huge compared to the urgency and size of the problem.  

Solution: Remote IT support can enable small businesses to put their employees and customers in touch with veteran professionals. Without them having to assist with basic issues that incur waste of human resources. So they can focus on serving their specific business objectives.  Having segmentation of requests depending on the nature of the problem, as well as the use of AI technology to provide answers to basic needs through chatbots or automated emails. Having remote IT support for your business can alleviate the added stress of recurring or repetitive IT issues, helping you stay focused on situations that require more attention.   


  • IT support for increased security

remote IT supportProblem: Large, profitable and well-known companies are not immune to hackers, nor are small and medium-sized businesses. Many hackers prefer to attack SMEs precisely because these companies tend not to invest in high-quality cybersecurity. 

Solution: Working with a remote IT support team ensures cybersecurity. Not only during working hours, but also professional protection against hackers, data thieves and other cyber criminals during off hours.  One of the main benefits of a remote work setup is the ability to monitor network activity in real time. 


SMEs also need cutting-edge technology

Small businesses must have technology tools to maintain a competitive edge. Because as your business evolves, so does the technology you need.  You need to adapt to tech-savvy consumers by accessing the latest and greatest IT products and services. 

TeamViewer is a complete remote access, remote control and remote assistance solution that works with almost all desktop and mobile platforms. In addition, it can remotely connect to servers, business-grade machines and IoT devices from anywhere, anytime via a global remote access network. The ideal SME solution and ally.  


It may be difficult to stay on the cutting edge of every new software, product, application or upgrade for your business. You can rely on Gb-Advisors to support you and deploy tools like TeamViewer to suit your computing environment. Contact us!

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