With today's hybrid workforce, small and medium-sized businesses (SMBs) must support complex environments across diverse locations, networks, and devices. The key to successful IT support software lies in consolidated and streamlined technology that enables remote support teams to navigate devices and locations seamlessly while promoting efficiency and security. It's time to move away from disjointed tools that result in constant toggling, with longer resolution times and challenges in maintaining productive, distributed workforces. But what should you look for in consolidated IT support software?
1. Behind-the-scenes troubleshooting
In the era of hybrid work, IT has evolved beyond in-office employees walking over to an IT admin for issue resolution. Previously, they could drop off their computers, receive a loaner, and have IT return the device once fixed. Alternatively, IT support professionals could visit an employee's desk for immediate assistance.
However, remote support has emerged as a more versatile option, enabling IT teams to assist employees wherever they work, including supporting the employee on the other end of the device in real-time. While this is sometimes convenient, it can take some work to coordinate.
Enter background access and unattended access through remote support tools. IT professionals no longer need to request an hour of an employee's day to collaborate on an issue. They can troubleshoot issues efficiently without disrupting end-users by quietly working in the background to resolve a user's IT problem. They can leverage capabilities like the background file manager, remote terminal, and other robust remote access tools. This approach enhances efficiency and flexibility, allowing seamless device management, multi-platform support, and zero-trust security measures.
2. Automated patch management
Remote Monitoring & Management (RMM) ensures your devices stay up-to-date, compliant, and secure. This feature allows businesses to monitor the health and performance of their IT systems in real-time. By detecting and addressing potential issues before they escalate, RMM minimizes downtime and maximizes the efficiency of IT infrastructure.
RMM empowers your IT team to navigate Windows patch management seamlessly. Keep your devices equipped with the latest security patches, bug fixes, and performance enhancements, safeguarding your systems from vulnerabilities. RMM also provides the tools needed to orchestrate a smooth process for operating system updates, thus equipping devices with the latest features and security measures.
RMM also aids in managing antivirus protocols to safeguard against evolving threats, keeping antivirus software updated and configured while protecting the network from potential risks. In addition, RMM facilitates streamlined IT alerting, allowing your team to stay informed about potential concerns and take preemptive actions, minimizing downtime and enhancing overall system reliability.
3. Remote execution and AI-powered scripting
IT automation is a key driver of efficiency for SMBs. A consolidated IT support solution should offer automation capabilities, including remote execution and AI-powered scripting. This empowers IT teams to automate routine tasks, reduce response times, and allocate resources more strategically, ultimately enhancing overall productivity.
Use automation to streamline IT support processes and save time in addressing common IT support issues. IT automation encompasses scheduling recurring remote execution jobs utilizing pre-written PowerShell scripts. For example, if full hard drives are a frequent issue, you could automate the regular emptying of recycling bins or temporary folders to optimize storage space.
Look for a tool that offers pre-defined tasks for routine activities like restarting services, rebooting devices, and pulling logs. These pre-written scripts provide a solid foundation, ensuring efficiency in managing simpler tasks. These scripts not only save time but also serve as a foundation for more intricate support tasks.
4. Management of IT assets and mobile devices
To maximize budgets and available resources, managing IT assets effectively is crucial for SMBs. An integrated IT Asset Management (ITAM) system tracks hardware and software resources, optimizing their utilization and maintenance. Additionally, Mobile Device Management (MDM) ensures the security and compliance of mobile devices within the organization, providing a holistic approach to IT resource management.
SMBs looking for integrated IT support can benefit from a solution incorporating IT Asset Management software. Features include inventorying equipment, budgeting and forecasting IT purchases, monitoring the full lifecycle of company hardware, device onboarding for new hires and offboarding for departing employees, and helpdesk incident management.
Adding MDM capabilities to the mix allows IT admins greater control over the management and security of mobile devices. Real-time tracking provides IT with an accurate look at the technology in use and ensures device and data security. Routine maintenance tasks can be completed remotely, and manual tasks like enrollment and configurations can be automated.
5. Incident management and helpdesk integrations
Legacy ticketing systems can be cumbersome for both users and IT techs to navigate. Launching separate ticketing systems to provide updates and recommend troubleshooting can be time-consuming and frustrating.
Integrating with collaboration platforms like Microsoft Teams, Zendesk, and ServiceNow offers real-time incident resolution for faster fixes and improved user satisfaction. IT can initiate a remote troubleshooting session from the ticket, and promptly address the user's issues. When support sessions end, notes and recordings are automatically logged with a ticket for recordkeeping.
6. Zero-trust security model
Larger enterprises are always concerned about security breaches and put a lot of firepower behind mitigating and responding to them. But smaller companies are the target for about half of all cyberattacks, so you must be prepared and protected. When using third-party software to enhance your workplace productivity, choose software and tools that don’t expose you to additional vulnerabilities.
What functionalities can help your small or midsize business be more secure? You need audit trails, data encryption, permissions, and other security controls like zero trust remote access controls that go the extra mile. Any trusted solution must have these core capabilities. If they don't, you should RUN (not walk) away.
7. Support for every device, everywhere
While automation and behind-the-scenes support tools can resolve many issues before they become tickets for your help desk support team, you’ll also need to provide on-demand remote support for any device in any location. That includes PCs, Macs, iOS and Android mobile devices, Chromebooks, tablets, and disconnected devices like home WiFi routers and printers that you need to see to support.
Getting stuck on IT problems is no fun and can lead to unhappy employees. You can use remote support to help them configure email or resolve a technical problem they’re experiencing on their devices. When it comes to physical equipment within their work environment, like printer jams, you can use real-time camera sharing to see the issue and walk the employee through the fix.
With flexible workforces depending on remote workstations to stay productive, you simply cannot treat any device as a second-class citizen. Support for flexible work must remain device and location-agnostic.
8. Integration with messaging tools
A majority of organizations today are using messaging tools like Microsoft Teams. But there's more to messaging apps than conversations and animated GIFs. Integrating the tools your employees use daily in the messaging app where they are already working can go a long way toward simplifying workflows and reducing headaches as you deliver remote IT support for small businesses.
Integrating apps for product management, HR functionality, and IT support can significantly streamline processes. When integrating your IT support tool with MS Teams, you can use your messaging platform as a place of engagement for small business remote support, not just for one-way complaints resolved in a separate workflow.
For example, you can use GoTo Resolve's conversational ticketing feature to resolve IT issues without leaving a messaging conversation, enabling your IT team and users to interact seamlessly. But not just any integration will do. Some "integrations" are more like a veneer. Investigate if it will allow you to take support actions from within the platform.
To dive deeper into these must-haves of comprehensive remote IT support software for small businesses, check out the comprehensive features in GoTo Resolve.
