Unfortunately, it is the daily hardware and software issues that take up most of the time for IT department staff. They spend so much time fixing broken printers and computers, lost files and documents, and connectivity problems that they have less time for the larger and more comprehensive tasks that require handling.

Small and medium sized companies lack the money and resources to have their own IT staff, so they often leave their everyday tech support issues to outside firms that specialize only in this department i.e. remote support. While this may not be appropriate for every business, outsourcing your IT troubleshooting does free up a lot of time for your IT staff and lower the staff requirement for the department.

Tech Service Stations

Most remote tech support services available for outsourcing offer a number of options to augment your business IT strategy. They often deliver their troubleshooting services online using remote support software like the RHUB remote support appliance, by taking control of the problematic machine, performing diagnostic tests to find the issue, and installing software to resolve the issue. Alternatively, they walk the customer through the various steps to be taken over phone as they supervise what the customer by viewing the desktop.

Like other outsourced services such as data storage, the rates for the service are determined by the work that is usually required. Most companies, however, tend to pay on the basis of time rather than the number of incidents resolved. There could also be special rates for special tasks, like Desktop Remote Support optimization.

Advantages and Disadvantages

One of the biggest advantages of outsourcing IT support service is that many of them offer 24/7 services, so employees can get access to tech support even while working from home during the weekend or travelling abroad without having to call up IT department staff.

However, there are some disadvantages and difficulties in outsourcing tech support. For example, there could be challenges in the network, like faulty connections. These firms depend on a good connection to troubleshoot problems and perform their services, so a faulty connection could possibly cripple their services. However, they can still be useful if they have local technicians for site visits or have a network of independent support personnel.

When to get remote support

Remote access services can be very useful, but they are not the best choice for every business. For example, companies with significant security controls and protocols that need to be maintained cannot benefit much from outside support services. They need to limit access outside the network strictly, so they often have their own internal support team.