IT’s Role in Support for Remote Workers

Image: Shutterstock, edited by TechSee

IT’s Role in Determining WFH Policies

IT must be included in the discussion about formal WFH policies from the get-go. They should have a leading role in determining remote working standards. This includes identifying which tools and equipment the organization will provide as support for remote workers and what the individual employees are expected to procure, such as Internet connectivity and basic office furniture. IT should also determine the secure access — like VPN or multifactor authentication (MFA) — and device security protocols that will be enforced, as well as which communication tools will be supported, such as messaging apps and video conferencing.

IT Should Lead the Remote Onboarding Process

Gone are the days when a new hire would spend a few hours learning the ropes from a “buddy.” In the remote working environment, organizations have to efficiently onboard employees without them ever stepping foot into the office. This often means creating digital workflows that automate core onboarding processes. In many organizations, the first step is for IT to issue a remote work kit, which may include a laptop and related accessories. A Staples Workplace Survey showed that only 52% of employees who work remotely use a computer provided by their company. Providing company equipment to employees allows IT to retain more significant control over security measures and simplifies support issues.

Deliver Superior Ongoing Support for Remote Employees

With a remote workforce, IT can expect to have their hands full dealing with technical issues. A staff member stuck at home with no Internet connection is a drain of company resources. Providing ongoing and efficient IT support for remote workers is essential to ensure issues are handled quickly, so workplace productivity doesn’t suffer. IT must take the lead in finding suitable support processes and tools with minimal user friction. For example:

  • Remote control tools. Troubleshooting can be difficult and time-consuming for IT in the best of circumstances, but having to rely on remote workers for clear descriptions of the problem will be even more frustrating. Remote control tools make it easy for IT support technicians to access the employee’s computer and “take control” to resolve the problem faster.
  • Visual assistance. In some situations, it may be beneficial to have a remote visual guidance tool, which typically leverages the employee’s smartphone camera or enables screen sharing to allow the remote expert to see what the employee sees. This is especially useful when the problem is hardware-related, such as a malfunctioning router or printer.
  • Endpoint analytics. Implementing analytics at the device level can help the IT support personnel identify the root cause of a problem and assess the device’s performance history to predict failures before the end-user’s experience is negatively impacted.

Help Desk Management Tips

IT should also consider alleviating their Help Desk burden by offering self-service support for remote workers to help themselves with minor issues without calling IT for assistance. A recent survey underscores that remote workers prefer to take matters into their own hands, with seven in ten workers stating that they prefer to fix things themselves before involving IT.

Importance of IT support for remote workers

With the growing popularity of remote work, the spotlight is focused on IT as a key player in enabling a new and different workforce experience. IT must step forward and guide leadership through the decisions necessary to ensure the enterprise WFH model is solid and successful. At the same time, they are best-positioned to take charge of the remote onboarding process and implement the best solutions and tools to help support workforce productivity well into the future.

See it in action!

Global software company Globant takes WFH support for remote onboarding to a new level. New employees access an online portal with digital tools that foster company culture and help them acclimate. The company’s in-house virtual assistant is fluent in both natural language and programming language, allowing new engineers to ask work-related technical questions and get coding assistance with their projects.



Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store


TechSee revolutionizes the customer support domain by providing the first cognitive visual support solution powered by augmented reality and AI.