Remote support is simple enough on the surface - give your IT service desk operators access to dashboards and process tools on their mobile device with access to the Internet and they can work more flexibly. This flexibility can be invaluable as it helps your support workers respond immediately to urgent issues when they are away from the office while also helping them to maintain a better work-life balance. Critical changes that require approval are no longer slaves to any one manager's schedule. For example, if a manager leaves early and there's a sudden emergency that requires a change the configuration, he or she can approve the process without having to come back into the office. This makes life easier for everybody involved and can lead to significant value creation over time.
Remote support functionality can be a key efficiency enabler, but you need to make sure you do it right or it can quickly become a burden on your support teams. These simple tips will help you set a solid foundation for remote support success:
1. Embrace Mobility
Make sure you make you invest in a remote support platform that is easily accessible via mobile devices like smartphones and tablets. Many people are eschewing traditional computing models in favor of these tools, and even if somebody still uses a PC for work, chances are they spend more time with their mobile devices. It's very important to better accommodate your employees by giving them full access to their services from virtually any device at any time. This level of freedom and accessibility is becoming more and more of a critical component for today's modern IT environment.
2. Fine Tune for Mobility
Incorporating a solution that works on mobile devices is just the beginning. You also need to consider the different screen sizes, operating systems, firmware support, and UI elements that factor into a BYOD solution and make sure the remote support platform will work well for mobile users. You don't want to be pushing remote support only to have your users get frustrated by a clunky, poorly implemented interface.
3. Set Boundaries
Remote support functionality should be in place to help improve flexibility and create a better experience for your workers. In the end, it is an engagement and value creation tool. As such, you don't want your support personnel to feel like they need to stay constantly attached to their phones or face problems. Instead, you want them to be able to unplug every once in a while and actually create a work-life balance, not a situation where they are always working, even when they should be resting. This is why you should set clear boundaries as to what is acceptable when it comes to working remotely and clearly communicate those to your team.
4. Don't Neglect Training
If you've chosen a good remote support platform, chances are that the remote access interface to the service desk looks and functions exactly the same as the rest of your system. However, there will probably be a few nuances that come into play when working remotely - even if some of these specific issues are a matter of policy, not technology. Training your employees to use these tools effectively and in line with company regulations is incredibly important if you want to maximize its potential. In the end, you want remote support to come across as a benefit for your support teams rather than a burden.
5. Use Business Intelligence
BI tools let you understand how users are leveraging the service desk and how different work conditions impact key performance indicators. Make sure you take advantage of BI tools when using remote support functions as the analytics data can help you to understand exactly how the technology is benefiting users and what areas you need to work harder on to better improve the end-user experience.
The IT service desk exists to help business end-users get the support they need in order to work as productively as possible. Remote support tools help service desk teams achieve this end goal, and following these tips will help you to maximize value along the way.