Remote working is here to stay and these best practices for remote IT support are going to showcase the importance of proactiveness in managing remote teams. According to a recent survey by Forbes Advisor, almost two-thirds of employees are working remotely either all or some of the time.
Employees cite improved productivity as one of the key advantages of working remotely. But while this can provide benefits for both employees and their employers, it can also create additional challenges.
Not only is this because employees are now using a wide range of different cloud-based applications and services, which each come with their own cybersecurity concerns, but also because IT teams face growing pressure to provide seamless, reliable support wherever employees are working.
Gone are the days when the employee with a problem could simply bring their laptop to the office IT department — now they might not even be in the same city, let alone the same country. But remote IT support can be extremely effective; here's how to build an efficient and secure remote support model that empowers both users and technicians.
Overview of best practices for remote IT support
This article can help anyone from business owner to system administrator with remote teams through the essential best practices for building an efficient and secure remote IT support model. You will discover solutions that can empower your team and safeguard your data in this evolving environment.
- Benefits
- Enable access from anywhere
- Prioritize speed and simplicity
- Build security to every session
- Monitor proactively not just reactively
- Conclusion of best practices
Benefits
Implementing robust remote IT support best practices offers a multitude of advantages, directly impacting productivity, security, and operational efficiency for businesses leveraging cloud-based applications and remote working.
Enhanced productivity and business continuity
Minimize downtime
Swift issue resolution keeps employees productive and operations running smoothly.
Increase employee satisfaction
Quick and effective support fosters a positive remote work experience.
Maintain business continuity
Proactive monitoring and rapid response prevent minor issues from escalating into major disruptions.
Strengthened security posture
Reduce cyber risks
Implement features like multi-factor authentication and session encryption to protect sensitive data.
Best practices for remote IT support: Ensure compliance
Adhere to data protection regulations with secure access and backup protocols.
Mitigate threats
Proactive measures, including secure backup software and how to protect servers from ransomware, defend against evolving cyber threats.
Optimized IT operations and cost savings
Improve resource allocation
Free up IT teams from constant firefighting to focus on strategic initiatives.
Best practices for remote IT support: streamline workflows
Efficient tools and documented processes lead to faster issue resolution.
Reduce data protection costs with automation
Automate routine tasks and backups, saving time and resources.
Enable access from anywhere
IT teams need the flexibility to efficiently support users no matter where they’re located. With the right remote support tool, technicians can connect to devices across offices, time zones, and home networks ensuring fast response times and uninterrupted workflows. It isn’t just access which is key, it’s also vital that the remote support tool enables excellent communication with the user, allowing the technician to collaboratively work with the employee to fix the issue.
Leveraging remote access tools
- Choose a robust remote support tool that allows technicians to securely connect to any device, anywhere.
- Ensure the tool offers excellent communication features, enabling collaborative problem-solving between technicians and users.
- Look for features that facilitate screen sharing, remote control, file transfer, and chat functionalities.
Optimizing network connectivity
- Advise remote employees on best practices for home network security and stability.
- Consider implementing VPN solutions for secure access to internal resources.
- Provide guidance on optimizing Wi-Fi signals and troubleshooting basic connectivity issues.
Supporting diverse device ecosystems
- Ensure your remote support tools are compatible with various operating systems and devices (Windows, macOS, mobile, etc.).
- Develop standardized configurations for remote devices to simplify troubleshooting.
Prioritize speed and simplicity
Time is critical during support sessions, and employees will want their issue resolved as quickly as possible to effectively do their jobs. Therefore, it’s important for IT support teams to choose remote support software that connects quickly, performs reliably, and doesn’t require complex setup. A smooth, stable experience makes issue resolution faster for IT and less frustrating for employees — as well as the IT support staff tasked with helping them.
Selecting rapid deployment tools
- Opt for backup software that can be quickly deployed and configured without extensive technical knowledge.
- Prioritize solutions with intuitive interfaces for both technicians and end-users.
- Ensure fast connection times and minimal latency during remote sessions.
Streamlining troubleshooting processes
- Implement clear diagnostic workflows to quickly identify the root cause of issues.
- Utilize remote diagnostic tools to gather system information efficiently.
- Empower technicians with pre-built scripts and automation for common tasks.
Enhancing user experience
- Provide clear instructions and self-help resources for common issues.
- Offer multiple communication channels for support requests (chat, email, phone).
- Gather feedback from users to continuously improve the support experience.
Build security into every session
One of the benefits of cloud-based applications and remote working is that it allows for working from anywhere. However, being able to access applications and software from anywhere can also introduce potential security risks. This is especially the case for remote support tools; and if security risks are not handled properly, it could allow for cyber criminals and threat actors to gain access to the network. It’s therefore important to look for features like multi-factor authentication (MFA), session encryption, and device verification to protect company data and ensure only authorized access to endpoints to ensure data, employees and the business is kept safe.
Implementing multi-factor authentication (MFA)
- Mandate MFA for all remote access and support logins to prevent unauthorized access.
- Educate users on the importance of MFA and how to use it effectively.
Ensuring strong session encryption
- Utilize remote support tools that employ strong encryption protocols (e.g., AES-256) for all data transferred during sessions.
- Verify that your backup software also uses robust encryption for data at rest and in transit.
Practicing device verification
- Implement policies to verify the identity of devices attempting to connect to your network.
- Utilize endpoint security solutions that can assess device health and compliance before granting access.
Regular security audits
- Conduct periodic security audits of your remote support infrastructure and processes.
- Stay informed about the latest cybersecurity threats and vulnerabilities.
Protecting against ransomware
- Implement comprehensive backup strategies to protect critical data. MSP360 Backup offers solutions for how to protect servers from ransomware by providing immutable backups.
- Educate employees on ransomware prevention tactics, such as identifying phishing attempts.
- Utilize endpoint detection and response (EDR) solutions to detect and neutralize ransomware threats.
Monitor proactively, not just reactively
Be it because they’re worried about losing access to their work, or nervous about reporting a problem, users can be reluctant to report issues. As a rule of thumb of best practices for remote IT support is that support teams shouldn’t wait for users to report problems. Actively using monitoring and alerting tools allow IT to catch issues early — reducing downtime and freeing up your team to focus on strategic work rather than constant firefighting.
Implementing robust RMM solutions
- Consider one of the best practices for remote IT support, is to deploy RMM tools like MSP360 RMM that provide real-time insights into system performance, network health, and application status.
- Configure customizable alerts for critical events, such as low disk space, high CPU usage, or service failures. It's worth exploring our solution for remote desktop support.
Further reading Make the Most of Your MSP360 RMM
Utilizing predictive analytics
- Leverage data from monitoring tools to identify patterns and predict potential issues before they occur.
- Proactively address hardware failures, software glitches, and network bottlenecks.
Further reading Proactive Over Reactive: How MSP360 RMM Transforms IT Support
Best practices for remote IT support: automating routine tasks
- Automate patching, software updates, and routine maintenance tasks to reduce manual effort.
- Implement automated remediation for common issues to resolve them instantly.
- This is key to how you can reduce data protection costs with automation by minimizing human intervention.
Centralized logging and reporting
- Consolidate logs from various systems and applications for easier analysis and troubleshooting.
- Generate regular reports on system health, performance trends, and security incidents.
Train continuously and document well
New platforms and applications are always being released or updated, making it vital for IT support teams to be up to date with the latest tools. Empower your team with regular training on new tools and platforms to ensure they’re as effective as possible when called upon. It’s also important to maintain an internal knowledge base of tools and processes so support stays consistent, even as your IT environment evolves — or if support staff move on. Explore also the do and don'ts of remote IT support.
Providing ongoing training programs
- Invest in regular training for your IT support team on new technologies, software, and cybersecurity best practices.
- Encourage certifications and continuous professional development.
- Stay up-to-date with MSP360's latest features and training resources for its backup software.
Developing a comprehensive knowledge base
- Create a centralized, easily accessible knowledge base for internal IT staff.
- Document troubleshooting steps, common solutions, and system configurations.
- Encourage technicians to contribute to and update the knowledge base regularly.
Cross-training team members
- Ensure multiple team members are proficient in different areas of expertise to avoid single points of failure.
- Facilitate knowledge sharing sessions and collaborative problem-solving.
Regularly reviewing processes
- Periodically review and update IT support processes and procedures to reflect changes in technology and best practices.
- Solicit feedback from both IT staff and end-users to identify areas for improvement.
Conclusion of best practices for remote IT support
Implementing the outlined best practices for remote IT support is crucial for businesses navigating the complexities of cloud-based applications and a predominantly remote workforce. By combining secure and fast access, proactive monitoring, alongside regular team training and proper documentation, internal IT teams can deliver reliable remote IT support, no matter where work happens.
