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  • Mathaeus Abuwa

On-site or Remote IT Support?

If you are considering bringing in outside help for your IT, you will need to make a decision about whether you really need a dedicated on-site team, or if a remote support system will suffice.

Remote support

Remote support allows the outsourced IT support company access to a client’s device without needing the client’s input, which allows issues to be detected and resolved without the customer even knowing about it.

As far as IT support costs go, this tends to be a much cheaper method, as IT technicians do not even need to leave their desks in order to fix your problem. It’s important to note that this in no way compromises the quality of service you’ll receive.

One of the disadvantages of remote support is the fact that it relies on an internet connection to work, which can mean that an on-site visit is required. Also, relying on remote support may make you more vulnerable to fraud, as anyone can pretend to be an engineer and gain access to your personal details.

On-site support

This involves the engineer physically attending the customer’s site to provide support. There are two types of on-site support:

  • Remote on-site support – The engineers are based in their own office and will travel to your site when necessary.

  • Dedicated on-site support – The engineer works independently or alongside the IT department, full or part-time, directly embedded at the customer’s facility.

In terms of flexibility, on-site support can be more so in many ways, but less in others, so you’ll need to consider where your needs mostly lie. On-site visits will have to be booked in advance, so remote IT support can be much quicker. However, an on-site technician can spend more time troubleshooting, which will be more useful in the case of more serious, or multiple issues.

If you opt for dedicated on-site IT technicians, your coverage will be wider, but it is, of course, more expensive to maintain full-time staff, especially if you want IT support 24/7.

Which IT support system is right for you?

The best IT support companies will tailor your contract to your specific requirements. They should take into account the size of your company, your industry, and how many devices you have – all of these should play a role in determining what kind of support you need.

Regardless of your company’s size, it will benefit from having some form of IT support. Whilst a large company may be able to afford an on-site IT team, access to remote support often comes in handy for the issues that they cannot solve themselves. Smaller businesses may want to save money and stick to remote support, bringing in some off-site help only when necessary. Many IT companies, such as Correct Group will offer both on-site and remote support, enabling you to keep both of your packages within the same company.

Ultimately, a good IT support provider is flexible and will fix issues efficiently, whilst also offering advice for improving your IT infrastructure. This will mean that you can meet the demands of technology, and this in turn will allow you to better fulfil the needs of your customers.


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