Over the past two decades, remote work has been steadily, albeit slowly, on the rise. Then, of course, the Covid pandemic arrived in 2020, forcing around half of us to work from home at its peak and resulting in a profound shift in the way many of us work to this day. In fact, many of our clients across Glasgow and the central belt tell us they continue to allow employees to work remotely in some capacity, a practice that avoids costly commutes and gives staff a better work-life balance. 

Providing remote staff with access to secure IT that keeps them productive and engaged is not without its challenges however. It’s vital to ensure your data remains within your business’s control at all times, while staff need easy access to resources and tools that enable seamless, productive remote collaboration.  

In this article, we’ll look at the technologies and practices you can deploy to ensure your staff have the resources and support they need to work productively while balancing your business’ need for strict data access and cyber security controls. Here are some tips for managing the IT support needs of remote workers in your Glasgow business. 

Take Advantage of The Cloud 

The cloud is the primary vehicle used by remote-capable businesses to give staff access to the resources and services they need, and it’s not hard to see why. Here are some of the ways the cloud can empower your remote staff while helping you manage the risks and challenges of remote work.

Remote Accessibility. Cloud solutions are location-independent. All you need is a reliable internet connection to give your team 24/7 access to what they need from any location. Unlike some other remote access options that require advanced technical knowledge to establish and maintain, many cloud software solutions are effectively plug-and-play, with hosting and maintenance undertaken by the cloud service provider on your behalf.

Real-time Collaboration. The cloud enables remote workers to work collaboratively using a range of communication media, including instant messaging, video and voice meetings, email and phone. Cloud storage providers like Microsoft’s OneDrive and Google Drive even let multiple users collaborate on a document together, in real-time. This can aid data protection efforts by avoiding the sending of files as email attachments, which without due care can result in the duplication and misplacement of sensitive information. 

Scalable Resources. Cloud services can be more readily scaled than traditional solutions, with the ability to add new users in as little as a few clicks. IT support teams do need to ensure however, that resources provision is extended in a secure and managed way, ensuring that work devices are diligently enrolled onto the mobile device management system and that dormant or unused user accounts are shut down to reduce the risk of account compromise.

Security. Cloud service providers invest heavily in the security and stability of their platforms, with Microsoft famously spending over $1 billion per year on cyber security. Many cloud solutions incorporate native security features too, such as multi-factor authentication and malware scanning and document controls, adding further to the security measures on offer to protect remote workers. It’s worth remembering however that IT support teams remain responsible for the overall security of the remote work environment, and should deploy a managed end-to-end solution that safeguards applications, devices and user identities against cyber threats. 

Business Continuity and Disaster Recovery (BCDR). The cloud provides the all-important offsite storage location that is vital to establishing a robust business continuity and disaster recovery plan. Cloud storage locations can easily be paired with a third-party cloud backup, further enhancing data recoverability. IT support teams should support BCDR efforts by ensuring that data across all devices and storage locations is backed up comprehensively according to best practice guidelines. They should also test backup solutions regularly to determine that they’re working effectively. 

Offering seamless remote access to data, scalable resources and a host of features and capabilities that aid collaboration and data security, the cloud makes a compelling offer to remote workforces. Your IT support team should be pivotal in managing, configuring and supporting cloud assets to ensure they support productive remote work and provide a safe controlled environment for data to reside in. 

Let’s now look at some other steps you can take to effectively support your remote workers… 

Set Up Clear Communication Channels 

It’s essential that your remote workers know where to turn when IT issues affect their ability to work. Create a structured framework encompassing multiple communication methods that instructs staff on how to access IT support services. Details of support procedures, escalation paths and expected response times should be clearly outlined to ensure remote workers are aware of their responsibilities in terms of reporting issues, and that they understand the timeframes involved in issue resolution. 

Do Everything You Can to Manage Cyber Risks 

Working remotely doesn’t carry inherently greater cyber risks than operating from the office, but it does require a dynamic, vigilant approach to cyber security to ensure risks are kept to manageable levels.  

Start by creating information security policies to establish ground rules around the safe handling of company data and the appropriate use of work devices. Consider enrolling staff on cyber awareness training courses to engender a culture of security vigilance in your business, ensuring that staff are knowledgeable on commonly encountered cyber threats like Phishing, and security best practices like secure password hygiene. 

Your IT support team should also be proactive in deploying a range of technical measure to counter cyber threats. Multi-factor authentication for example, can be beneficial for safeguarding user accounts against credential theft, and VPN connections should be used to create an encrypted tunnel between remote user devices and your corporate network, preventing interception from the likes of eavesdropping attacks. IT support should also ensure that anti-malware protections are rolled out across all remote devices, and that applications and operating systems are regularly patched and updated. 

Secure Remote Access 

Secure remote access to files and other resources acts as the cornerstone of any successful remote work strategy. Sharing files via email attachments or flash drives shouldn’t be considered as a secure, sustainable solution. Consider instead using a secure remote access solution like a remote access VPN or an SD-WAN connection, both of which can create a safe, encrypted connection between remote workers and your company’s internal network, as well as to any cloud services you use. 

As mentioned previously, cloud services like Microsoft 365, also represent an attractive secure remote access option, and come with an array of in-built security features to further improve data security. 

Provide Self-support Resources 

Some remote workers show a tendency to reach out to IT support more readily, often due to the fact that they don’t have colleagues in close proximity to ask for help for minor issues. Giving employees a body of self-support resources can encourage them to address common problems independently. This helps to develop technical confidence among staff and alleviates pressure on IT support teams. 

Consider creating an FAQ resource that provides step-by-step guidance on resolving common IT issues. This resource should contain non-technical language so as not to discourage users, and present information in a visual way to aid accessibility.  

Mobile Device Management (MDM) 

Remote workers often require portable devices, such as mobile phones, laptops and tablets, to carry out their work on-the-go or at home. Used as access points for your corporate data, these devices can represent a huge security liability unless rigorous oversight and governance is in place to enforce data security best practice. 

Mobile device management (MDM) platforms provide IT support staff with the means to remotely configure mobile devices in line with company security policies. They allow software updates to be rolled out, advanced authentication measures to be enforced, as well as a range of other controls that limit cyber risk, such as the prohibition of unsanctioned downloads. In summary, MDM solutions allow IT support staff to ensure remote devices remain, secure, compliant and under the control of your business. 

Create Virtual Team Support Channels 

Remote teams often interact with IT resources differently than office-based workers. This can create the need for a tailored support experience for remote workers that contains resources pertinent to remote work challenges and encourages a collaborative approach to solving problems. Consider creating a dedicated remote support channel that features chat or video which can double as a team-building space to assist with remote employee engagement. 

Create the Conditions for Effective Remote Work in Your Glasgow Business 

Supporting remote workers requires a proactive approach that reconciles unhindered access to resources with your need to keep your data secure and controlled. By creating open communication channels between your remote workers and IT support staff, encouraging employees to use their initiative to solve simpler issues and prioritising robust cyber security measures, you’ll set your remote team up for success with an environment that promotes productivity and security.  

Brightskye, your Glasgow IT Support partner

Are you seeking exceptional IT support in Glasgow? Look no further than Brightskye, your premier partner for IT solutions in the heart of Glasgow. Our dedicated team of experts is committed to providing you with proactive IT support, robust cybersecurity measures, cutting-edge cloud services, and more to ensure the seamless operation of your business. With our swift response times and transparent pricing, we guarantee that your technology empowers your business while safeguarding your invaluable data and upholding your reputation against cyber threats. When it comes to IT solutions, don’t compromise – choose Brightskye for dependable services that fuel your business’s success. Reach out to us today at 0141 212 2240 to embark on a brighter IT journey in Glasgow.

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