Asurion Enterprise - Inside the tech challenges of remote work

2 Dec 2020

From spotty Wi-Fi to device breakdowns, employees often have tech challenges that prevent them from getting their work done. These issues are even more common now that most of us are working from home—including our IT departments. According to a survey by software company Ivanti®, 63% of IT professionals reported a higher workload since shifting to remote work.

So how do you keep your business going when tech challenges arise? Here are four simple ways to keep everyone productive.

Empower your employees to tackle tech challenges

The first line of defense for any tech issue is the workers. Instead of pushing them to instantly call IT, encourage your staff to investigate basic problems on their own. Is their internet slow because their kids are streaming videos? Are they using the right password for their virtual private network (VPN)? Employees diagnosing their own issue will get them up and running faster than waiting for support. Your company can help this process by giving employees a checklist of fixes for common issues to try before contacting an expert.

Invest in hardware—and replace it quickly

Don’t cut corners when it comes to the laptops, monitors, phones, and other devices your workers need. High-quality products are less likely to break down, saving your employees time—and making them more productive. While skimping on hardware might save your company money up front, it could cost you more in the long run.

When someone does have a serious hardware issue, like a broken computer or a cracked phone screen, you should have a system in place to send them a replacement quickly. The faster their new device arrives, the less production you’ll lose.

Inside the tech challenges of remote work

Reinforce your IT department

It’s important to have a team large enough to efficiently handle a high volume of tech challenges. Instead of quickly fixing a problem at someone’s desk, IT workers need to handle every request individually via chat, call, or email—no matter how complex it may be. And if your company is spread over multiple time zones, you should schedule your staff to cover all working hours.

Support departments should also utilize video calls to solve more complicated problems. These allow employees to share their screen so IT can see exactly what’s wrong.

Secure your cloud-based network

Cloud-based programs are a must for remote workforces. Files get backed up automatically, and IT professionals can identify network issues more easily.

But securing data becomes even more critical when using the cloud—a cyberattack can derail your entire operation. Using safeguards like a VPN and multifactor authentication will help keep your network safe. And if your company does suffer a breach, you should have a plan in place to close the leak quickly and keep operations moving.



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