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Over the past ten years, technology has advanced significantly. There is no exception to how firms handle their IT. When your PC broke down not so long ago, you had to wait for a specialist to arrive at your house or place of work and fix your malfunctioning device.

The IT assistance sector has undergone a transformation thanks to remote help software. Professionals in IT, service desk, managed services, and help desk have benefited greatly from employing remote support tools. These advantages include increased customer satisfaction, faster response times, and even lower expenses.

According to a recent survey, 96% of businesses use at least one digital service, making remote support solutions absolutely crucial were something to go wrong.

So what precisely is remote IT support? How much does it cost? How does it work? And what’s the best course of action for your company? Get all the answers you need by reading on.

What is remote IT support?

An engineer does not need to be present on site when providing IT services to clients thanks to remote IT support. With secure remote support software, it is the capacity to remotely access and control devices at any time and from any location.

With the use of remote IT support technology, even the smallest SMEs can easily obtain professional assistance with anything from network and security software setup to PC support.

The technician can take over the equipment and carry out any necessary tasks during a remote access session. They are able to carry out maintenance, fix problems, and apply upgrades. The majority of remote support solutions provide extra features that enable IT professionals to work more efficiently when delivering remote support. File transfers, remote printing, screen sharing, chat, session recording, and more are a few examples.

Help desks, managed service providers, and IT support teams can all respond to support tickets more quickly by having the ability to remotely access a device. They will be able to accomplish more during the day and save time as a result. Supported end consumers experience quicker service, which raises their level of satisfaction.

1st and 2nd line IT support

In remote IT support, there are two primary levels of service: 1st line and 2nd line. The main differences between the two are in terms of their roles, abilities, and responsibilities. Let’s take a closer look at each one.

1st Line IT Support

First-line support or front-line support is typically the first point of contact for customers who are experiencing IT issues. These may include problems with software, hardware, or connectivity. 1st line support technicians are responsible for addressing simple and common technical issues efficiently and effectively.

They must have excellent communication skills to calmly handle frustrated customers and gather relevant information about the issue before escalating it to the next level if necessary. 1st line support is typically provided by a help desk or a call centre and can be provided remotely through phone, chat, or email.

2nd Line IT Support

Second-line support comes into play when the issue is more complex and requires specialised knowledge and expertise. They are responsible for resolving technical issues that cannot be resolved by 1st line support, such as server maintenance, network troubleshooting, and advanced software configurations.

In some cases, 2nd line support may need to escalate the issue to a vendor or a third-party specialist for further assistance. 2nd line support is typically provided by IT professionals who have specialised knowledge and skills in specific areas.

6 benefits of remote support sessions

The installation of remote access software in your business has many benefits including:


Every organisation eventually encounters IT problems that have a detrimental effect on production. Remote IT support’s quick reaction times eliminate delays that would otherwise hinder the output of your team. When your IT is functioning well for you, you can expect lower downtime and more operational efficiency.

Quick response times

Time is money in the corporate world. Additionally, lost time means lower productivity for your business. With remote IT services, you may get technical issues fixed fast and spend less time away from the important things in your business.

Business growth

Every company owner wants to see their company expand, grow, and keep growing. However, many are impeded by restrictive traditional work environments. Business leaders can set even higher goals and accomplish targets more quickly when their workforce receives remote support.

There are plenty of remote IT service providers who will fit in with your particular needs and business plan. Your business’s potential is limitless when you have confidence that IT problems are promptly remedied.

Expert IT support

Your company benefits from an unattended remote support solution beyond just having your PC fixed when something goes wrong. It may support you strategically by bringing all aspects of your firm into alignment with measurable, explicit goals. Considering your goals in the short, medium, and long terms will help you make smart investments and maintain an efficient IT roadmap from year to year.

Better cyber security

According to a study by IBM, human error is the main cause of 95% of cyber security breaches.

This frequently happens when employees are overworked or lack sufficient cyber security knowledge to recognise potential threats. Since prevention is always the best defence, the majority of managed IT companies now give staff training and educational materials to keep your company safe.

With a remote managed service provider, you can further safeguard your company by investing in stronger software that blocks potentially dangerous programmes. An IT support company can aid in your quicker recovery in the event of an attack and provide cyber security essentials.

Remote support technology for the future

Keeping up with the latest trends in technology can be challenging. You can contact tech specialists via remote help to make sure your IT infrastructure is prepared for the future. Because that assistance is always-on, you can be sure that your IT will be adaptable to new technology trends and changing business needs.

How much does remote IT support cost?

For many SMEs, maintaining an internal IT department can be costly. Particularly when seeking top personnel to guarantee that your IT plan aligns with your corporate objectives. 

Employing a remote computer technician team from outside offers all the advantages of industry expertise and experience without the expense of hiring a whole internal department.

It makes sense that remote IT help offers more value for money because it eliminates the need for in-person appointments and travel costs. It can also offer a more comprehensive service at a far lower total cost of operating for your company. 

This implies that small and medium-sized companies can participate as well. Unattended remote access IT services don’t have to be of poor quality to fit a low budget.

Looking for expert remote desktop support for your small business?

In order to minimise downtime and increase productivity, IT support services is an affordable and effective solution to provide individuals and organisations across different industries, regions, and time zones with high-quality technical assistance and troubleshoot difficulties.

The kind of remote help you select will depend on the particular requirements and circumstances of the user; in order to offer comprehensive support and handle the various difficulties that may arise throughout your organisation, a combination of different types may be needed. Possessing the appropriate tools will enable you to maximise your support procedure and address every aspect.

Binary Blue have been providing remote support to a number of small businesses for over five years, our complete care ethos makes sure all your IT needs are covered.

We are experts in 1st and 2nd line support, cyber security, IT migrations and IT management.

Contact us today to find out more about our small business IT support packages!

What is remote IT support FAQs

What does remote IT support do?

Remote support enables experts to perform diagnostics, update software, and manage files on the user’s computer. In certain cases, access to a computer or mobile device can be granted by IT support systems even in the absence of the user.

Why should I use a remote desktop?

IT administrators can take control of devices via a network connection by using remote desktop software. This enables users to solve problems, update apps, install or remove software, and more, independent of the location of devices.

Why is remote assistance important?

Technical support via remote assistance gives experts complete access to a user’s system. This makes it easier for them to recognise issues. In addition to facilitating screen sharing, remote assistance technologies can be helpful for onboarding.