Home working policies, hot desking and flexible hours mean it is no longer the norm to see people at their desks throughout the working day. Laptops, tablets and smartphones have made it easier than ever to work remotely, and much more likely that work will takeplace out of normal hours.
Flexible working can have great business benefits – but it is also placing new demands on IT support staff.
Email, access to shared networks and corporate infrastructure are no longer just business critical from 9 to 5 and within a company’s walls. They are essential out of hours and remotely, even for the smallest businesses.
For IT support staff, this means that the environments they are supporting and the hours they are expected to cover have expanded enormously.
Who will take a call when the chairman or CEO cannot access email on his BlackBerry on a Sunday afternoon, or if the sales director cannot access a file for that important presentation because his password has expired? If servers go down or passwords need resetting out of hours, it is no longer enough to wait until the morning.
The old mechanism of a chain of calls to the CIO, then the IT director, then the IT support staff no longer works – it is inefficient, costly, and out of hours, often impossible. Monitoring the corporate IT environment 24/7 is a growing challenge, and one that many in-house IT departments cannot afford to meet.
At Intrinsic Technology we are being approached by more and more companies seeking to outsource their IT support. They are looking for proactive monitoring of their IT infrastructures on a 24/7 basis, and for level 1 and 2 support out of hours.
Our flexible, bespoke solutions provide levels of service that can be impractical or unaffordable for in-house IT departments to deliver, but essential to support the new mobile workforce.
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