IT Helpdesk Services: Remote or In-Office IT Support for SMBs

Summary: This article explores the value of having managed IT support services that provide a help desk for your in-office, remote, and traveling employees. Learn how IT helpdesk services can help your employees resolve computer issues or answer questions that arise wherever they are working. Understand why IT helpdesk outsourcing is an excellent solution for small businesses.

As many have said, “Computers are great…until they’re not.” If you are running a small business, your company operations slow down whenever your computers are non-functioning, or employees get held up with an IT issue. For example, if you have a ten-person staff and one of those employees is thwarted by a computer problem or question, your company’s productivity is down by at least ten percent. You are losing money because you must still pay your employee, even if they cannot work on their computer.

Most small businesses lack the expertise, time or tools necessary for providing IT help. Managed IT helpdesk support is a cost-effective and straightforward solution. IT helpdesk support is meant to serve your SMB’s internal staff. The service can range from explaining how to best use new software to diagnosing a potentially crippling cyber event. It is common for an IT helpdesk to be included as part of outsourced or white label managed IT services and solutions for SMBs. With helpdesk IT services, your business now has the expertise and service of full-time IT professionals, available 24/7/365 for your employees working in-office and remotely.

Remote Managed IT Services

Remote managed IT services vary in what support is offered. However, any managed IT should include a help desk for employees. Whether you have offices in different locations or employees traveling for work, anyone in your company should be able to reach out for help at any time. IT help desks improve productivity with less downtime or prolonged work slowdowns due to IT issues. Helpdesks might include diagnostic software and other tools to solve common IT problems. There are many different IT support functions needed, including:

• Answering General IT-Related Employee Questions – Sometimes, an employee only needs a quick answer or reminder about IT issues or policies. IT help is always a click, email or phone call away, offering security and confidence to staff working remotely or late hours.
• Assessing and Repairing Network Issues – A slow or buggy network can be particularly troubling when working on a tight deadline. With professional IT help, most network issues can be resolved quickly, returning the network to normal speed and function.
• Fixing Bugs and Conflicts – Software bugs may often be resolved by installing the latest developer’s updates. IT experts can analyze problems and decide the best course of action. They can also help determine if a problem is caused by incompatible software and what can be done to resolve it.
• Monitoring Problems and Cyber Events – Once an IT problem has impacted your network or you have fallen victim to a cyberattack, a trained IT security specialist must continue monitoring the network to ensure the resolution is complete.
• Assistance with Login Credentials – Sometimes, employees need help resetting a password or using a password manager. With a managed IT provider, your team will never waste productive time on these relatively minor problems.
• Connectivity and VPN Assistance – Every SMB employee should be able to securely connect to the company network wherever an internet connection is available. However, WiFi connections are not just about getting online. The dramatic increase in cybercrime has made using VPNs (Virtual Private Networks) a required best practice. The days of trusting public WiFi are over. A managed IT provider can ensure that all your connected devices have functioning VPNs and that your employees understand the importance of compliance.
• Analyze and Resolve Device Compatibility – Devices are now more compatible than ever. Manufacturers know that broad device compatibility is expected. However, problems still arise that are misdiagnosed and stem from device incompatibility. Your IT helpdesk can evaluate the situation and determine if a specific device is causing it. IT experts can resolve these kinds of problems quickly instead of an untrained employee wasting hours and being unable to ascertain if there is a conflict or not.
• Scheduling and Execution of Maintenance and Updates – Computers and networks are not maintenance-free. Without proper care, your hardware and software will eventually cease functioning correctly. Hardware must be cleaned and maintained to remove dust and debris that can cause your machines to overheat. Also, software and operating systems must be updated and patched as soon as developers release them. Updates include security patches, fixes and upgrades that improve your cyber security posture and software functionality.

Conclusion: Is Outsourced IT Helpdesk Support Worth the Cost?

Small companies are great at managing their core business but cannot address everything required for their computer systems and IT networks. Network and security issues left unresolved can cost far more than managed IT services in the long term when they result in lost operations and increased risk of cyberattacks. IT helpdesk services offer reliable and accessible assistance to SMBs by delegating most of their day-to-day computer and network problems to a readily accessible support platform. These services also cost far less than adding a full-time in-house IT employee (if you can find one) and managing their salary, human resource issues, benefits, training and time off. IT helpdesk outsourcing is a powerful resource for employees and an essential component of comprehensive outsourced IT for SMBs.