Due to the massive global impact on businesses from the COVID-19 coronavirus, organizations are compelled to implement remote working plans for much of their workforce.
Many organizations are already in for it, while others will have to follow suit sooner or later. At this juncture, it becomes imperative for organizations to give serious thought to remote workers best practices for IT projects and professionals.
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Both Windows and macOS operating systems have built-in remote desktop clients. IT pros can use them effectively to manage remote assistance. Similarly, Windows 10 Quick Assist feature helps to control another Windows 10 device remotely. Other third-party remote IT support options are also available free-of-cost.
Best Practices For Remote IT Professionals
Given below are the best practices for services, support, and IT consulting for remote workplace:
1. Using Self-Help To Ramp Up IT Support For Remote Workers
Remote work requires new and upgraded equipment and increased accessibility to servers for home offices. These at-home office setups could be ill-equipped and cause a range of external issues, posing a unique set of problems for IT teams to manage. In this scenario, the users should be capable of independently identifying and rectifying their problems effectively without much external intervention. Therefore, IT teams should encourage and empower employees to take charge of these matters before reaching out to a representative using the following tools.
- A Comprehensive Knowledge Base – IT teams can make a knowledge base available on the front page of the ticket dashboard. The most common issues can be listed out, based on popular knowledge and searches used to resolve most issues. The knowledge base will then indicate how users can answer questions and solve common problems by themselves. It can accomplish this by directing them to an existing resolutions page.
- Knowledge Where It Is Required – A portal loaded with knowledge may not be adequate for remote workers. For making the knowledge worthwhile, especially during remote work, the access to the learning needs to be available where employees work, such as Slack, Salesforce, Microsoft teams, or the homepage of the company’s website. IT teams can leverage the chatbot technology that integrates with other applications to provide Omnichannel support to the employees, irrespective of location.
2. Communication Is Key, Especially When Offering IT Services For Remote Workers
When administrators can’t speak with their co-workers in person, they must make ensure tools in place to help employees collaborate freely. These are the few ways of doing it:
- Chat Programs – As long as the employees are working, chat feature must be up and running so IT teams and co-workers can communicate.
- Video Conferencing – Sometimes, when working remotely, employees need an option to video conference with members of the organization or a client. IT teams can ensure that the organization’s recommendation for employees is installed on their work devices.
- Screen Sharing Tools – Administrators and employees must be able to see each other’s screens and take control to collaborate creatively or troubleshoot problems.
- Collaboration Tools – Google Drive is a popular option for many enterprises as it allows employees to work on the same document. The files are accessible by anyone, or a specific group, as per privilege settings. Even if they don’t communicate through the phone, they can work collectively on a document and see each other’s changes.
- Project Management System – It is an essential tool supporting remote workers best practices. As a business, it is vital to assure that the ball gets passed between employees and that the projects stay on track. Sending emails back and forth is not adequate to track the activity.
3. Keeping Track Of Productivity While Offering IT Support For Remote Workers
While managing the work of the remote team, administrators also have to ensure that productivity is maintained the same way they work in a physical office.
- Systems Management Uptime – Without systems, the business can fall apart. If the entire staff works in one office, they can still communicate if a system or program goes down. However, the remote workers are akin to being on an island without communication, files, programs, or access at times. Therefore, administrators must implement and enable systems management for all staff, including the remote ones.
- Time/Work Output – In an office environment, administrators can monitor who works late on a project and who comes back from lunch late. Remote workers deserve the same level of management. However, they need to log it because management can’t see them physically leave or stay late. IT teams can implement the tools to track time, work output, attendance, and time-off requests.
- Quarterly Reviews – Good managers will agree that complimenting the employee’s work goes a long way in successful management. However, it isn’t easy to offer compliments to a remote employee for finishing a particular task on time. By providing quarterly reviews, even informal ones, remote supervisors provide an opportunity to receive feedback from the remote staff.
4. Maintaining a Team Culture In A Remote Workplace
Last but not least, it is also the administrators’ responsibility to maintain a healthy work culture and atmosphere even while managing a remote project.
- New Staff Onboarding – The onboarding of staff is inherent in keeping the working output updated, but it assumes more significance when the team works remotely. While providing IT consulting for remote workplaces, employees need to comprehend the rules thoroughly. Training must take place, albeit remotely or through video conferencing.
- Company Culture & Team Environment – Managing a remote team requires a special effort on the part of administrators. Although they don’t encounter the same inner-office politics, there is always a need to keep the team informed, focused, engaged, and rewarded.
The discussion shows that providing IT services for remote workers and managing remote teams require technological as well as cultural changes. But, at the same time, it gives employers a tremendous competitive advantage by allowing them to build the most reliable team. With these remote worker’s best practices, they can nurture the most skilled minds, regardless of where they operate, steering their efforts towards the highest level of the organization’s success.