Welcome to the future of IT support! To stay competitive, businesses must ensure that their IT infrastructure is always up and running. The demand for 24×7 IT support has become a necessity for organizations of all sizes, as downtime can result in lost productivity, and revenue, and even affects customer trust. With AI and automation, it’s now possible for your business to enable round-the-clock IT support without investing heavily.
What’s happening in 2023?
- Supporting a remote workforce is one of the prominent factors that has influenced the IT budget for businesses in 2023. – Spiceworks
- IT talent crunch is affecting IT spending. – Gartner
- CIOs that invest in digital adoption platforms and ITSM automation technologies will see a 40% increase in productivity by 2025. – IDC
Why 24×7 IT Support is Important?
Technology has become an integral part of our personal and professional lives, and any disruption or malfunction can have significant consequences. With 24/7 IT support, end-users and businesses can receive immediate assistance at any time, ensuring minimal downtime and maximizing productivity. Whether it’s a software glitch, hardware failure, or network issue, having round-the-clock support ensures that problems can be addressed promptly, minimizing the impact on operations and preventing potential financial losses.
The global nature of business and the interconnectedness of our world mean that IT issues can occur at any time, regardless of time zones. Many organizations have operations spanning multiple countries or have clients and customers around the globe. With 24/7 IT support, they can provide uninterrupted service to their customers, irrespective of their location or time zone. It also demonstrates a commitment to end-user satisfaction and reliability, instilling trust and enhancing the reputation of the organization.
What Makes 24×7 IT Support Necessary for Every Industry?
Healthcare
Given the round-the-clock responsibility of patient care, any IT issues can pose a threat to critical systems, potentially compromising patient safety and medical operations. Consequently, medical professionals must have uninterrupted IT support to ensure immediate access to patient records, diagnostic tools, and communication systems at all times.
BFSI (Banking, Financial Services, and Insurance)
Financial transactions occur globally and across different time zones. Moreover, 24/7 IT support ensures smooth operations for banking services, trading platforms, and payment processing systems. Additionally, data security and fraud prevention are paramount in the BFSI sector. Furthermore, continuous IT support helps detect and mitigate cyber threats promptly, safeguarding sensitive financial information.
Manufacturing
Modern manufacturing processes heavily rely on automated systems, data analysis, and supply chain management tools, all of which require constant IT support to maintain efficiency and minimize production downtime. Additionally, real-time monitoring of equipment, inventory management, and logistics systems is essential for seamless manufacturing operations. This makes 24/7 IT support vital to ensure continuous functionality.
Pharmaceuticals
Pharmaceutical research and development often involve complex data analysis, simulation, and collaboration. Additionally, uninterrupted IT support ensures that scientists, researchers, and regulatory teams can work efficiently. Moreover, compliance with strict regulatory requirements and maintaining data integrity necessitate continuous IT support for security, data backup, and system validation.
Energy
Power generation, distribution, and monitoring systems are critical for the energy sector. 24/7 IT support is essential to monitor infrastructure, manage grid operations, and ensure uninterrupted power supply. Remote monitoring and control of energy assets, such as wind farms or oil refineries, rely on real-time data analysis and continuous IT support for efficient operation and maintenance.
Retail
E-commerce platforms and online retail operations operate globally, enabling customers to shop at any time. Moreover, with 24/7 IT support, smooth online transactions, inventory management, and customer support are ensured. Additionally, retailers heavily rely on point-of-sale systems, supply chain management, and customer relationship management tools. These tools necessitate constant IT support to avoid disruptions.
Media and Entertainment
Digital media platforms, streaming services, and broadcasting companies, in turn, serve a global audience, necessitating continuous IT support to ensure content delivery, platform performance, and user engagement. Additionally, media production involves collaboration, digital content management, and post-production workflows that rely on uninterrupted IT support for smooth operations and content delivery deadlines.
Real Estate
Real estate agencies and property management companies, in addition to handling diverse operations such as property listings, tenant management, and financial transactions, rely on 24/7 IT support to ensure smooth operations and data accessibility for real-time decision-making. Furthermore, real estate websites and online portals, which provide property information and support customer inquiries at all times, necessitate continuous IT support to ensure seamless user experiences.
How Your Business Can Ensure 24×7 IT Support?
1. Leverage chatbots and AI-powered tools
One of the easiest ways to provide 24/7 IT support is to use chatbots and AI-powered tools. Chatbots excel at handling routine IT queries, delivering prompt and precise responses. Moreover, they provide personalized technical support, eliminating the necessity for IT help desk involvement. AI-powered tools can assist in system analysis, understanding endpoint performance, and orchestrating support services. These tools can enhance the employee experience by aligning services accordingly.
2. Enable self-service capabilities
Self-service options empower employees to solve their IT problems quickly and efficiently without having to wait for a support representative to become available. A self-service conversational AI is instrumental in delivering one-click fixes to the end-users better than a knowledge base, FAQs, or video tutorial. Plus, employees can access remote IT support anytime, anywhere.
3. Provide multi-channel support
Employees expect to be able to reach out to the IT support desk through multiple channels, including email, phone, chat, and social media. Providing multi-channel support can help you deliver remote support where they prefer and ensure that they can reach out to you in the way that is most convenient for them. It’s essential to provide consistent and seamless IT support across all channels for an absolute digital employee experience (DEX).
4. Be Proactive & Preventive, Not Reactive
Providing proactive support can help you identify and solve IT issues before they become significant problems. This can include using endpoint data to predict issues, providing regular updates and maintenance, and analysing end-user devices, systems, and networks proactively to identify vulnerabilities. Proactive IT support reduces downtime risks and avoids system failures.
5. Utilize Automation
Automation can help you streamline your support processes and reduce manual workload. It provides faster and more accurate support to your end-users. This can include automating routine tasks, such as password resets, device and application troubleshooting, ticket management, onboarding & off-boarding, etc. Automation can help you save time and resources while providing consistent and high-quality support to your end-users.
6. Prioritize Support with Live Remote Analysts
When it comes to IT support for critical requests, combining live remote analysts with automation is a game-changer. Remote IT analysts can monitor and resolve end-user device issues in real-time without needing to be on-site. Consequently, this can result in improved employee productivity and reduced downtime. Moreover, businesses can resolve up to 90% of IT support tickets remotely, thereby reducing support services costs.
7. Streamline IT Support with Managed Services
If you don’t have the resources to provide 24/7 support in-house, consider outsourcing IT support to a managed services provider. It can help you save time, money, and resources while providing high-quality 24/7 support to your end-users. However, it’s essential to choose a reliable and trustworthy provider that can align with your business values and provide the level of support your employees expect.
Get 24/7 IT Support Without 24/7 Staff: Keep Employees Happy & Customers Happier
For the past 25 years, Progressive Infotech has been delivering uninterrupted IT support to businesses from various industries. Around the clock, 24 hours a day, 7 days a week, 365 days a year, our dedicated team ensures consistent assistance. With our 24×7 NOC-SOC, Technology Center of Excellence (CoE), and global presence, we utilize top-of-the-line tools and our expertise in end-user experience management to ensure continuous IT support. Therefore, by choosing Progressive Infotech, you are entrusting your business to one of India’s most reliable managed IT service providers.
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