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Why you can’t place your faith exclusively in remote support

There are times when a quick phone call, or remoting on to check a box or run a script is sufficient. These tasks are often done by the most junior staff member an IT Service Provider can reasonably have them assigned to: in theory there is a support network to lean on if needed (but rarely is this the case in practice).

This comes at a major cost to you, the customer. Some may argue it is a perceived cost but we’ve seen this approach fail time and again when consulting for Managed Service Providers to help them keep clients. For example:

  • A Technical Director needing to setup a desk on his own for troubleshooting laptop-hardware issues
  • As I write this, a Finance Director holding back tears because a Service Desk treated her like she was “dirt under their foot” for what a basic Windows Explorer bug
  • An Associate at a top-ten law firm having headaches from different colour-schemes on her dual-screens and needed them to match model so there is no disparity

In the first instance the Technical Director spent several days worth of time to try and troubleshoot the issue he was experiencing. The actual cost of this was significantly more than an onsite visit and was dragged out over many weeks for what would normally be a straightforward hardware-issue. All due to a remote-first approach to resolution.

In the second instance, it’s always very upsetting when a service is so poor that the receiver has to hold back tears. The issue was fixed within five minutes of our Director remoting on, whereas the Service Desk kept her waiting a whole calendar day during their Financial Year End + an Audit with no progress, and clearly an indifferent Analyst.

She worked into the late evenings, just as the above Technical Director had to, to make up for lost time.

Thirdly, small victories – because our Director was present onsite he personally used his Lunch break to carry over the relevant equipment from a another building’s stock to assist the Solicitor in question. Needless to say it made a very positive impression of a no-nonsense service!

The key takeaways here are as follows:

It can be cost effective on a cash basis to have an exclusively remote Service Desk but this often causes other issues such as knowledge gaps, poor/distant service and loss of productivity for your other staff. These also come at a cost.

Being held accountable counts for a lot us as a supplier; even if your onsite staff are somewhat junior and being supported by more senior remote staff, that is better than no onsite presence. Onsite support can delegate and focus on the urgent work or complex projects instead whereas a Service Desk Analyst will be juggling you with other clients.

Hayachi Services considers IT to be operational in nature, and a ‘boots on the ground’ approach is the most efficient way of getting things done: it allows us to plan your projects better, deliver support with greater care and build resilience in your information systems. We’ve proven this time and again since 2017, delivering projects others could never achieve even with higher budgets.

Our customers want that dedicated onsite resource and a Service Desk that is complimentary to ensure that perceived and actual costs align to the service you receive. Know what you’re paying for.

After all, who could argue that an onsite resource can’t help your remote staff too? They are there just for you.


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