Wed. Jan 26th, 2022

Troubleshooting points for distant workers has turn into extra advanced for a lot of tech help groups, which can now work remotely too. These distant help instruments could make the duty simpler.


Picture: Shutterstock/fizkes

It is estimated that between 25-30% of the U.S. workforce will probably earn a living from home a number of days per week as soon as the COVID-19 pandemic ends. This implies tech help and assist desk staff, a lot of whom can also be working remotely, will face challenges offering satisfactory help.

Today, as a result of tech help groups themselves cannot be bodily onsite to help the entire earn a living from home (WFH) groups, they want entry to the fitting instruments to restrict service disruption. With extra firms recognizing the necessity to higher deal with catastrophe preparedness, enterprise continuity planning and safety considerations, distant tech help has by no means been extra in focus. Consequently, the assistance desk options market is predicted to hit $11 billion by 2023. Cloud-based distant help instruments, resembling those we’ll have a look at right here, may also help tech help groups unravel points and supply higher service to workers with much less disruption.

Distant help vs. onsite help

Distant tech help is digital help that allows IT groups to assist workers and prospects troubleshoot points and ship help from a distance over the web, with out being onsite. It is as efficient as conventional onsite help, and it supplies some important advantages. For firms, distant help is cost-effective, and there is much less overhead for sustaining workplace area, related prices and infrastructure. Workers additionally profit by accessing 24/7 help from wherever on the earth, which decreases service disruption whereas bettering productiveness.

Distant instruments that assist enhance tech help for WFH workers

Offering efficient and well timed tech help to workers throughout a corporation requires distant software program or instruments. These 5 can turn out to be useful.

Atera is a distant entry, monitoring and administration instrument designed for managed service suppliers and IT professionals. It helps tech help groups with distant entry, file switch and multi-screen help. 

Key options of Atera:

  • Safe connection help to allow tech help to remotely entry computer systems, recordsdata and purposes and debug points for any location.
  • Assist desk monitoring and alerts on bodily and digital networks, server and software program updates, and extra.
  • Workstation and server IT activity automation.
  • Automated patch administration for Home windows service pack, Workplace, driver, Java and different updates.
  • Distant upkeep instruments to uninstall purposes and run scripts and lots of different superior instructions.
  • Reporting and analytics instruments to measure and monitor system well being, IT stock, assist desk actions and licensing.

Pricing for the Professional plan is $89/month/technician. The Progress plan is $129/month/technician, and the Energy plan is $169/month/technician. Lowered pricing is offered on annual plans.


The ConnectWise Management Help resolution affords IT assist desk groups a quick distant desktop help instrument with the flexibility to remotely, securely and seamlessly entry, handle and help worker desktops and cellular units from any location.

Key options of ConnectWise Management Help:

  • ConnectWise View permits tech help to dwell stream with workers utilizing their laptop digital camera to resolve their points in real-time.
  • Management Help safety ensures consumer authentication and permits for distant role-based safety and permissions, session exercise logging, video session logging and extra.
  • Simplified administration of a number of LDAP consumer sources and AD directories.
  • Automated and dynamic creation of subgroups which might be simpler to search out.

Pricing for the One plan is $29/month/consumer and one connection; the Customary plan is $49/month/consumer and as much as three simultaneous connections; and the Premium plan affords $59/month/consumer and as much as 10 simultaneous connections. Lowered pricing is offered on annual plans.

ConnectWise Management

GoToAssist supplies a technician (agent) console that ensures cellular distant workers have quick, limitless, hassle-free concern decision that helps them keep productive and targeted on doing what issues.

Key options of GoToAssist:

Technical help members can simply entry worker {hardware} and software program configuration info by way of distant diagnostics.

  • As many as 15 classes/technician will be concurrently accessed by way of multi-session technical help.
  • Help groups can swap and navigate between a number of buyer displays concurrently.
  • Patches, updates and extra will be simply dealt with utilizing safe file transfers.
  • Communication with different technicians and workers is enabled by way of Slack.

Pricing is $69/month/agent or lowered pricing of $55/month/agent when billed yearly. Cell help is offered as an add-on at $20.00/month/agent.


With FixMe.IT, technical help groups can help WFH workers with points resembling configuration, logging in, file transfers and different advanced technical help wants rapidly, securely and from any location.

Key options of FixMe.IT:

  • Technicians and workers profit from two-way desktop sharing for help and walk-throughs.
  • File and folder switch will be executed rapidly and remotely utilizing drag-and-drop.
  • Two-factor authentication will be enabled for elevated safety.
  • Mass purposes will be deployed utilizing Group Coverage.
  • Video help classes will be created for audit or coaching functions.

 Pricing is offered in a month-to-month plan at $30/seat/month or lowered pricing at $300/seat/yr.


RemoteToPC is a scalable distant IT administration resolution that helps on-premises or WFH groups of any dimension. It helps workers on the net or by way of smartphone entry utilizing two-factor authentication.

Key options of RemoteToPC:

  • A low-impact monitoring expertise permits technical help groups to keep watch over and obtain alerts concerning the well being and metrics of all computer systems on a community.
  • Quick 256-BIT AES + Poly 1305 AEAD fashionable cryptography connection between two peer units.
  • Distant printing and file switch capabilities.
  • Limitless distant classes.

Pricing relies on 5 annual plans: a Primary plan at $99.00/yr for as much as 10 distant computer systems, a Marketing strategy for $179/yr for as much as 20 computer systems, an Enterprise 1 plan at $299/yr for as much as 100 computer systems, Enterprise 2 at $549 for as much as 250 computer systems and Enterprise 3 at $899 for as much as 500 computer systems.


Different concerns when in search of tech instruments to help your workforce

It is vital to do not forget that the worth and options aren’t the one issues to think about when purchasing for a tech help resolution in your WFH workers. Different elements to think about embody:

  • Current infrastructure and legacy system limitations.
  • The dimensions and complexities of your workforce.
  • Present processes and insurance policies.
  • Vendor repute, stability and the help they supply for his or her resolution.

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