Things to consider when choosing remote support software

by | Mar 6, 2024 | 0 comments

Many businesses today offer flexible working patterns for their teams, which can often mean integrating a mix of office working (using onsite desktops and computers), with remote, and working from home options too (where most likely employees will use their own devices to connect to business networks).

For businesses, this means there is a significant emphasis placed on remote IT support.

You need to ensure that when teams are working from home and accessing your network and systems that your business remains 100% protected and that if there is a problem it can be fixed remotely and in a timely manner, so staff productivity remains high.

This post looks at how can you do this effectively and what you need to consider when choosing the best remote software for you.

In addition, if you are looking for Harrogate IT support, speak to a member of our team at Sand Communications – on hand and available to provide you with the right managed service provider solution to meet your needs.

What is remote support software?

Remote support software allows an employee’s desktop computer environment to be run remotely from another secure device.

Remote software is a vital tool for IT service management as it provides much-needed support to customers remotely, with its ability to support people all around the globe.

It allows you to control computers and mobile devices anywhere in the world from your office; your tech support team or outsourced IT support team can help fix any technical issues without needing physical access to the device.

Things to consider when choosing remote support software

When scoping out remote support capability, consider:

Is the software for internal or external use?

If it is for internal use, your in-house IT team will be available to support employees with technical issues, such as driver issues with the software. This is a great solution if you have a lot of remote workers, and your IT team cannot physically get to people’s desktops.

Software for external use will allow you to support employees on their own devices, where, in some instances, you will be able to take control of their device to fix the problem.

What device does the remote software support?

It is important to be aware that not all solutions are compatible with everything. We advise you to look for a software solution that can support Windows, Mac, Android, and iOS, as these are the four most common operating systems.

What functionality does your software need to have?

What do you want to be able to achieve from the remote support platform? I.e., remote control, remote screen sharing, file transfer capabilities, etc.

Do you need to be able to see what is on the users’ screen and have the ability to log in and resolve the issues to be able to provide the best IT support service?

Can you deny access? Service users at any time? Provide help desk ticketing? Background access? Remote monitoring and management?

Analytic Capabilities

Can the system provide accurate reports and analysis to show how you have been helping support users? Customer activity? Most common issues? How long does it take to resolve tasks, etc.?

How will the software fit and integrate with your current workflows?

How many devices can you support?

Many employees will use their devices when working from home or remotely—from tablets to smartphones and more, accessing business apps and systems.

Does the software support unlimited devices, or are you restricted to set numbers? How do you manage this with your teams?

Does it meet security requirements?

How will the software keep your data secure? Does it offer end-to-end encrypted connections or device authentication? Does it work alongside your existing firewall?

Ideally, you need a trustworthy solution that follows industry regulations and keeps you compliant—providing two-factor authentication, port filtering, and high feature transparency.

How easy is it to use?

Ideally, you want to avoid complicated steps; you need the software to be helpful, efficient, with a good speed of connection to the remote device to avoid downtime and loss of productivity (make sure to check out our post on `ways to minimise network downtime for business`).

Does the software provide fast file transfers and even a live chat feature?

The aim is to offer minimal disruption and resolve problems quickly and efficiently.

Remote IT Support Software

When looking for the right software for you, look for the following:

  • Ability to add automated quick-fix solutions/responses.
  • Quick diagnostics that provide data and information directly to the support agent.
  • Software that integrates with other software.
  • Software that can scale with your business.
  • Administrative capabilities, i.e., can you assign tasks, escalate issues, request customer feedback, and monitor performance?
  • Ease of use – how easy is the software to use and manage? How much training will be required? How quickly can teams get started? Do not pay for features you do not need.
  • Level of security. Do you have robust measures in place? Do they meet industry standards?
  • Can you customise the software?
  • Cost – you will need to weigh up the features and benefits of each, considering how easy it is to scale and upgrade as required.

IT Support Company

Finding the right solution for your business is vital for success. Different software options have their own advantages and disadvantages, and you need to weigh these up against your business objectives.

At Sand Communications, we work hard to provide on-demand support solutions that meet your unique requirements.

Providing you with a seamless experience that provides you with business continuity and scalability.

Email [email protected] or call 01423 222 3330 for further information.