The Benefits of On-Site IT Support

On-site IT support involves experienced engineers operating within your facility rather than remotely. They can perform a variety of functions, from specialist short-term projects to longer-term strategic support. It is a type of support that is suitable in a range of situations, including where IT tasks and issues can’t be resolved by phone, email, or chat. As a result, there are multiple benefits of on-site IT support – benefits we will explore in this blog.

The benefits are compelling, but it is important to highlight that on-site IT support is not applicable in all situations. Remote support is still very much the mainstay of third-party IT support for organizations in most industries. However, there are circumstances where on-site IT support is not only the best option, but also the only option.

The following benefits of on-site IT support will help you decide if this type of service is what your business needs.

Resolve Technical Issues that are Challenging to Resolve Remotely

There are situations where technical issues simply can’t be resolved remotely. There are also IT tasks that can’t be completed by a remote support team. Examples include:

• Situations where there is a network or internet disruption that prevents remote support from being able to see what is happening, let alone intervene.
• Hardware issues can also prevent remote support from accessing your IT environment to resolve a problem.
• Hardware installations and configurations that require personnel to be on-site.

In all of these situations, an on-site IT engineer can step in to complete the task or resolve the problem.

Free Up In-House Non-Technical Resources

In many situations where IT issues arise, non-technical in-house resources have to be the eyes, ears, and hands of remote engineers. Their role is to provide information and follow instructions.

There are many problems with this approach:

• It is not an efficient way to resolve IT issues
• It puts pressure on non-technical resources
• It takes non-technical resources away from their main roles and responsibilities

An on-site IT engineer can look after these situations, freeing up your non-technical resources for more value-adding tasks.

Better Understanding of Business Needs

While a lot of excellent work can be achieved by a remote IT support team, there is no substitute for having boots on the ground when it comes to getting to know your business, the people on your team, the limitations of the physical environment, and the nuances of your IT infrastructure.

Every day that an on-site IT support engineer spends at your location enhances their knowledge and understanding, helping them further tailor the support that is provided.

Support that is Proactive

The best remote IT support teams will work to be as proactive as possible using technologies and processes to improve and prevent in addition to fix and maintain. Again, though, this proactive approach to IT support is greatly enhanced when the engineer is at your location, not least because they will have a deeper and broader understanding of your company and its needs.

Reduce the Cyber Threat Footprint

Remote IT support often involves providing engineers with remote access to your systems. Processes and technologies can and should be put in place to mitigate the risks of this type of third-party remote access. However, some form of risk will remain, as granting remote access to your systems inevitably increases your cyber threat footprint.

This risk can be further reduced and potentially eliminated with on-site IT support, as remote access is less frequently needed and may not be needed at all.

More Flexible than Hiring Staff

If you decide you need on-site IT resources, one of the options you have is recruiting new technical staff. This could be to augment an existing team or an entirely new technical resource.

Outsourcing on-site IT support has advantages over this approach, as outsourcing is significantly more flexible than recruiting new employees. You will benefit from organizational and logistical flexibility, as well as cost flexibility.

Maintain a Lean and Efficient Internal IT Function

Internal IT functions can be challenging to resource as modern IT infrastructures and requirements are highly varied and multi-faceted. The challenge is to make sure you have the broad range of skills that are required while preventing your IT function from ballooning in size.

Remote IT support helps you do this, as you can tap into a broad range of skills as and when required. This applies to on-site IT support, especially where your IT function is based in a different location. In this situation, you can maintain a lean IT function while ensuring the remote location has the IT expertise that it needs.

Enhance IT Confidence

Technology has never been more important, so it’s essential your staff have confidence in their use of IT systems and equipment. Having a skilled technical resource on-site can help to enhance that IT confidence, leading to productivity and efficiency gains.

On-Site IT Support for Your Organization

On-site IT support will never replace remote support, as they both serve different requirements and functions. Where on-site IT support is the best option for your business, we can help at Westbourne.

We have extensive experience placing on-site IT support engineers in organizations for a variety of purposes and project types. By coming to us, you will get the skills you need where you need them on terms that match your requirements. Get in touch with us today to arrange a consultation.

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