5 remote tools to improve tech support for WFH employees

Troubleshooting points for distant workers has change 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 seemingly make money working from home a number of days per week as soon as the COVID-19 pandemic ends. This implies tech help and assist desk employees, lots of whom may additionally be working remotely, will face challenges offering satisfactory help.

Lately, as a result of tech help groups themselves cannot be bodily onsite to help all the make money working from home (WFH) groups, they want entry to the precise instruments to restrict service disruption. With extra corporations recognizing the necessity to higher handle catastrophe preparedness, enterprise continuity planning and safety considerations, distant tech help has by no means been extra in focus. Because of this, the assistance desk options market is predicted to hit $11 billion by 2023. Cloud-based distant help instruments, akin to those we’ll take a look at right here, can assist tech help groups resolve points and supply higher service to workers with much less disruption.

Distant help vs. onsite help

Distant tech help is digital help that permits 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 gives some important advantages. For corporations, distant help is cost-effective, and there is much less overhead for sustaining workplace house, related prices and infrastructure. Staff additionally profit by accessing 24/7 help from anyplace on the planet, which decreases service disruption whereas enhancing 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 come in 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 process 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 plenty 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 Development plan is $129/month/technician, and the Energy plan is $169/month/technician. Diminished pricing is on the market on annual plans.


The ConnectWise Management Help answer 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 cell gadgets from any location.

Key options of ConnectWise Management Help:

  • ConnectWise View permits tech help to stay stream with workers utilizing their laptop digicam 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 can be simpler to seek out.

Pricing for the One plan is $29/month/consumer and one connection; the Commonplace 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. Diminished pricing is on the market on annual plans.

ConnectWise Management

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

Key options of GoToAssist:

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

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

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


With FixMe.IT, technical help groups can help WFH workers with points akin to 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 may be achieved rapidly and remotely utilizing drag-and-drop.
  • Two-factor authentication may be enabled for elevated safety.
  • Mass purposes may be deployed utilizing Group Coverage.
  • Video help classes may be created for audit or coaching functions.

 Pricing is on the market in a month-to-month plan at $30/seat/month or decreased pricing at $300/seat/12 months.


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

Key options of RemoteToPC:

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

Pricing is predicated on 5 annual plans: a Fundamental plan at $99.00/12 months for as much as 10 distant computer systems, a Marketing strategy for $179/12 months for as much as 20 computer systems, an Enterprise 1 plan at $299/12 months 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 issues when on the lookout for tech instruments to help your workforce

It is necessary to keep in mind that the worth and options aren’t the one issues to contemplate when looking for a tech help answer in your WFH workers. Different elements to contemplate embrace:

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

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