How to Ensure Responsive IT Support for Your Work-from-Home Users

In our last post, we explained four ways that managed services providers (MSPs) can help support your remote work requirements. By assisting with virtual private networks (VPNs), conferencing and collaboration solutions, cloud services, and cybersecurity, MSPs can help organizations overcome the technical challenges associated with work-from-home strategies.

We also recognize that providing technology solutions and services is only the beginning. Remote workers need responsive support if they’re going to stay productive and deliver high levels of customer service. Whether working from home is a short-term, pandemic-driven situation or a long-term operational approach, organizations need to consider whether they have the in-house IT resources to manage remote desktops and handle support requests.

The Remote Support Challenge

In most organizations, IT support processes are designed around traditional end-user computing models, in which employees work within a physical office space using company-owned PCs that are controlled by the IT department. Desktops are generally consistent in terms of manufacturer, operating system and installed applications, and are protected from most outside threats by network security controls.

In a work-from-home environment, IT must support a wide range of user-owned devices that probably don’t meet corporate standards. Even if the company issues laptops to remote workers, IT will need secure remote access to these systems to troubleshoot any issues that arise. Plus, the home networks remote workers use to access the Internet typically have minimal protections, leaving systems vulnerable to a wide range of threats.

IT teams also need the ability to keep remote systems up-to-date and secure. However, a recent survey conducted by AimPoint Group found that most organizations updated on-premises systems monthly at best and were even less confident in their ability to update remote PCs and laptops. They simply didn’t have the technology tools or personnel to manage remote systems effectively. That was before the COVID-19 pandemic increased the complexity and scale of remote patch management.

How SSD Can Help

The SSD Assurance program features unlimited support for all of your users, whether they’re in the office, mobile or working remotely. Our highly trained and experienced staff use our remote monitoring and management tools to promptly address user support requests, with guaranteed 30-minute response for emergencies and one-hour response for issues that impact productivity.

But we’re not just here to troubleshoot problems — we monitor your systems and perform preventive maintenance to prevent issues from happening in the first place. We also ensure that patches and updates are timely applied to prevent the most common security threats. According to the Ponemon Institute, 60 percent of security breaches can be traced to a vulnerability for which a patch was available but not applied.

If you don’t have an in-house IT team, outsourcing support to SSD just makes sense. But even if you do have IT pros on staff, outsourcing can relieve the remote support burden so your team can focus on managing your IT infrastructure.

The important thing is to recognize that user support issues don’t go away just because employees are working remotely. Let SSD ensure that your users have the help they need to stay productive while working from home.