Remote IT support – A primer

remote it support

What is remote IT support and how does it work:

Remote IT Support uses specialist tools and software that enable IT technicians to connect to a remote computer from offices via the internet and work directly on the remote system be it business or domestic based requirement, its main focus is to access computers /servers located anywhere in the world for purposes of supporting remote users. General the client will be directed to an IT companies website which will automatically generate a secure numeric pin which the client then enters into the location box.  This then creates a secure connection between technician and client enabling the technician to complete work and fix issues requested by the client.  Problems range from issues with Excel formulas, virus removal General Health checks, computers performance or basic computer training.  This offers clients fast effective solutions enabling them to focus on running their business from home or work.

What tasks can be performed:

When connected remotely Remote Support Technicians can access computers and fix 80% of software issues on both Windows and Apple Mac, PCs and laptops and Windows Servers, including the following:

  • Virus Removal
  • Email Setup and Configuration
  • Improve Computer performance
  • Software Installation
  • Software Errors and Issues
  • Software and Driver Updates
  • Windows 10 rollback / removal
  • Basic Computer Training
  • Server Support and maintenance

Issues that require an IT Technician on-site range from hard disk failure, Internet connections, and Windows /Apple Mac loading problems. If the Remote Support technician cannot connect to a computer, then he or she cannot resolve a problem.  Therefore, clients generally call for an on-site I.T. engineer.

 

Who Can Benefit:

Due to the nature of Remote Support, everyone can benefit regardless of geographical location, all customers need is a working, stable internet connection. Consumers across the board can take advantage of No call-out fee, instant support, huge cost savings. Calls can be booked for shorter or longer periods depending on the severity of the issue.  Consumers, can acquire a second opinion regarding technical issues by utilising low-cost remote IT support companies who are eager to keep costs down by having an array of qualified technicians available at hand. This in turn reduces IT companies overheads, as the requirements to despatch engineers is reduced considerable. The beauty of Remote IT is it takes back control of the “one man band” local IT chap or the corner IT repair shop with limited knowledge, giving both home and business users full access to knowledgeable, English speaking, qualified I.T. personnel.

 

What about confidentiality and privacy:

The remote process uses and generates a one-time “support key” Consumers are able to monitor technicians in order to see all work completed by the engineer whilst the session is in progress. No personal data is moved or deleted from the personal computer or server.

Once the session has ended, and the technician has disconnected.  The “one-time” support key will no longer work. The software will “auto uninstall” itself from the client PC /server leaving the client in perfect working condition and with no risk of confidential data being compromised or accessed.

Clients can call for further assistance.  However, a new secure “support key” will be generated by following the steps completed by the client weeks or days earlier.

 

Fraudsters /Hoaxers

There are a number of Asian-based companies that call and prey on senior citizen and the young to defraud funds by convincing they are from Microsoft.

Please Note; Microsoft will never call you in an attempt to inform you there is a problem with your computer, server or Apple Macintosh.

All call requesting Remote IT Support should always be initiated by the consumer when experiencing problems are have questions regarding technology.

 

Check list:

  • Google a Remote I.T. Support company
  • Check Reviews, Google review, TrustPilot, Checkaprofessional etc.
  • Contact Remote IT company via phone
  • Check pricing structure
  • Build relationship / peace of mind
  • Check if the company comply with ICO current data protection regulations.
    • https://ico.org.uk/
  • Visit website
  • Aquire a secure PIN
  • Grant access to your chosen Remote IT company

 

If you are not sure of any of the above – do not allow access under any circumstances.

 

What are the costs involved:

The average cost for remote support varies from £15.00 for fifteen minutes which equates to £1 per minute up to £75.00 for a full 60-minute session which can encompass a mixture of domestic and business IT Support.

When booking a call with a remote IT specialist, consumers have the option to book the duration depending on which company has been chosen. Most companies will allow you to extend the time if required. Remote IT specialist give the option that allows consumers to pay one off charge or businesses to pay a full years service in advance.  This equates to a fraction of what they currently pay their in-house IT department.

 

What is remote monitoring and how does it work:

Remote monitoring is mainly used within a medium-large sized business but can be used anywhere as required Beit a standalone PC with an internet connection.

Remote monitoring software is installed on the server/computers that need to be monitored 24/7.  The software then reports, tracks issues which the server /PC may encounter, however small or large the problems maybe.  This is known as preventative maintenance.  Resolving an issue prior to it becoming a threat or major problem, creating downtime, loss of service, virus alert, low disk space.

This is, of course a useful tool for companies that have a server but no in-house IT department.

Service updates and repairs can be completed remotely without any user interaction or client’s knowledge.  Most IT companies will provide clients with weekly /monthly reports with graphical charts of server /PC performance, number of errors if any. Generally, the first few reports are full of useful information.  However, over a period of time, this diminishes once “Remote Monitoring” has been installed and running for a couple of weeks or months. This creates a stable and in some cases faster infrastructure, reducing cost, ultimately enabling businesses to focus on the day to day running of their businesses.

 

Which, if any, good practices are emerging:

Consumers may be uninformed and reluctant to allow remote technicians to connect to their computers. Technicians need to be understanding around this issue and should always be equipped to explain how the process works in plain English, making them aware that the software tools being used create a secure connection and cannot be intercepted. For their piece of mind, they should also be made aware that during the session they can view every action the technician is taking and can end the remote session at any time.

Most remote control software will have a display on the consumers’ computer stating that the connection is active and gives the option to end the session.

Concerns can be further satisfied by providing information about remote IT support on websites, newsletters and marketing campaigns.

Once the consumer is happy for a technician to connect, having the right remote access software can be the key to gaining a quick and stress-free connection. If establishing the connection becomes frustrating for the consumer, they may choose to abort the session. Most remote sessions are started with the use of a PIN or session key and the downloading and execution of a file. For most this is a simple task, but patience is required for some.

Once a secure remote control session has been established, be it a domestic user, SME’s or within a corporate environment. The importance of ongoing education and awareness is paramount. Technicians must make sure that consumers understand that remote control is an option, that they have ultimate control over when and how it is used and who they allow to connect to their computer or server.

Remote IT companies should always take the opportunity to utilise the remote session to teach the client how to resolve the reported issue if the problem re-occurs.  This will ultimately reduce further calls to the IT service desk and at the same time, the consumer learns more about why the problem occurred.

Finally, collecting feedback from remote sessions can be helpful in analysing and improving consumer experience. Procedures can be amended and technicians can be given ongoing training.

 

Geeks Remote Support provides domestic and business remote IT support.

If you would like to find out how remote IT support can help your business, call us now on 02036 376 370

View our pricing

 

 

 

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July 18, 2016

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