There is not a single business that can run without IT support. When a computer has an error or when a program isn’t responding, remote IT support is there to help you out.
With the rapid development in the sector of hybrid and remote work environments, firms have a choice to choose between on-site & remote IT support.
In this guide, we will take a look at on-site IT support and remote IT support & how they differ from each other. So, let’s get started with it.
Defining on-site IT support
On-site IT support is technological support from an online business team. IT agents are physically present at the location to troubleshoot, maintain, and provide user support. This is one of the standard practices of on-site IT service because it allows for hands-on support.
Significant Benefits of on-site IT support
On-site IT support has various benefits, which make it a popular choice for companies:
Practical Troubleshooting: Having an on-site support team means agents can troubleshoot and manage devices in person rather than ask the user to guide them through a step-by-step troubleshooting tutorial.
Personalized Service: When an on-site IT support agent is helping a user at their site, they’re in there for that moment and can provide clear explanations & support directly.
Maintenance and Configuration: Some tasks can’t be done remotely, like setting up physical equipment. In this case, you should have a particular on-site IT support agent available.
Barriers to on-site IT support
Significant benefits come with some challenges, which include:
High Costs: An on-site IT support team costs an organization more than remote teams, even when they have the same number of agents who are getting paid at the same time. An on-site support team adds costs such as physical space needs and hardware requirements.
Physical Presence: Having an agent physically present is a moral benefit of on-site support, needing the agent to be physically present, which can become a drawback as well.
Limits Remote Work: When a remote employee from far away has a tech problem, what can they do? They might call an on-site IT support agent to fix it or wait for help to come over, but either way may not work well. If they work in a different time zone, it gets harder. A firm should have a mobile IT team readily available.
Defining Remote IT Support
Remote IT support allows IT agents to work from anywhere at any time with a stable internet connection, as easily as if there were a physical person present. This remotely accesses the employee’s devices, so they can troubleshoot as well as manage them directly, even from miles away.
For example, Computero is a service provider that provides support for remote IT support for small business. The agent and the employee can chat over a voice call as the agent works, enabling them to walk through the troubleshooting process with all the same benefits as in-person support.
Significant Benefits of Remote IT Support
Remote IT support has various benefits, which make it a popular choice for companies:
Improved availability: This is one of the biggest benefits as it has the ability to reach an agent anytime, anywhere. No matter where an agent is, they can access an employee’s pc and troubleshoot directly, allowing different agents to be available at different times throughout the day.
Reduced costs: Remote support agents are affordable and have a high return on investment. Combine it with the expenses associated with in-office IT teams, and you are looking at lower costs.
Quick response time: Remote IT support for small businesses makes it easier to connect IT agents when they’re needed immediately. Rather than waiting for an in-office agent to become available and make their way over, employees can connect with an available agent from anywhere, increasing response time.
Barriers of remote IT support
Significant benefits come with some challenges, which include:
Technology: Remote support depends on technology to connect the IT agent and employee. There will be trouble if the devices are not working correctly.
Security: Remotely accessing devices can have ample risks if you’re not using a safe platform. Organizations need to ensure that they’re using a platform that is compliant with industry standards.
Hardware Assistance: Remote IT support for small businesses is fantastic for managing devices remotely, but it can’t manage hardware. Firms with hardware investments will still need access to in-person support for issues.
On-site IT support V/S Remote IT Support
| Onsite IT Support | Remote IT Support |
|---|---|
| 1- Cost: High ROI and reduced cost | 1- Cost: Cost-effective solution |
| 2- Accessibility: Convenient as it is in-person | 2- Accessibility: As long as there is a stable internet connection, you’re winning |
| 3- Response Time: Can delay in responding | 3- Response Time: Has a rapid response |
| 4- Effectiveness: If needed to manage directly | 4- Effectiveness: Remote support is as practical as in-person support |
Key Takeaways
While on-site IT help is key for hands-on hardware needs and tricky setups, remote IT help shines in giving fast, good fixes for software problems and everyday upkeep. Many firms use a mix of both to blend the strengths, making sure their IT help is complete, easy to change, and easy on the wallet, tailored to their own work needs. Remote IT help for small firms lets smaller groups keep strong IT setups at a low cost and with ease, with no need to be there in person.
