We have already covered the technology and infrastructure challenges that remote work poses in some detail. But that’s not the only challenge posed by the new way of working. Businesses must also rethink the way they handle IT support.
Before the pandemic, businesses may have been able to make do with a one or two-person IT department in a 100-person office. Even with this seemingly limited setup, there was always someone on hand to answer issues immediately, fix equipment on-site and govern the IT strategy of the business.
Unfortunately, and through no fault of the business or the IT department, remote working presents a significant number of challenges that a one or two-person IT team can’t overcome alone.
When everyone sits inside the same office, it’s fairly simple for an IT manager to support the needs of every employee. With employees distributed across a city or even the entire country, however, it’s suddenly much harder for a smaller team to deliver the kind of IT support they pride themselves on.
When a physical problem occurs with a laptop, for instance, the IT manager can’t just visit the employee’s desk. There is an entire set of logistical challenges to overcome, like identifying the problem remotely, fixing the issue if possible or organising for a replacement device to be sourced and delivered.
The time it takes to handle IT issues increases dramatically with a remote workforce. But that’s not all. The technology IT departments require to deliver support changes, too. So do the skills need to administer support.
The role of an in-house IT manager will almost certainly never go away. If anything, a distributed workforce makes having a central point of contact even more important. But IT teams everywhere need additional support if businesses continue with a remote and agile way of working.
That’s where co-managed IT comes in.