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Device issues are inevitable. The average US worker loses at least 22 minutes a day dealing with IT-related issues. In a 40 hour work week, that’s two hours lost a week, and 95 work hours a year. However, minutes can easily turn to hours for a remote employee who does not have immediate IT support to hand.
When employees are in the office full time and devices never leave the premises, team members can go straight to IT with any hardware issues they have. If the whole workforce is in the same building at the same time, IT support only has to match office hours. But that’s not how the majority of organizations operate anymore.
If your organization is distributed, you are likely to have teams across multiple time zones. If your support works limited hours (e.g. 9-5pm BST), and a team member does not have access to hardware support when they need it, there are implications for your business, from productivity, to employee experience and IT security.
If your IT Hardware Support runs 24 hours a day, you can cover every time zone. So every employee gets the support they need, when they need it.
Even if you don’t have employees in every time zone right now, hiring is unpredictable. You could hire into a new time zone at any point.
You are way better off, in the long run, having 24/7 support as standard, rather than having to find an additional local solution, or a new solution, every time you expand into a new region.
Providing 24/7 IT hardware support offers many additional benefits, from reducing employee downtime and security risk, to improved efficiency and flexibility for your employees.
Here’s a breakdown of the key benefits.
Workers lose around 46 minutes a day due to slow technology, which based on the national average salary, is £2,752 lost per employee per year. If your employees experience technical issues outside of support hours, you risk hours of downtime and the costs associated with it.
If your IT Hardware Support is available 24/7, you can minimize employee downtime by addressing issues as they arise, keeping projects on track and ensuring optimum efficiency across your workforce.
The sooner you can deal with a hardware issue, the easier it is to contain. Minor issues can easily escalate into serious problems if not dealt with speedily enough.
Then also the human side of things. Team members depend on one another - if someone can’t work for a few hours because of a hardware setback, their teammates will be affected. Miscommunications can sometimes occur - especially when team members are working in isolation - which can turn a hardware issue into a joint hardware-team issue.
With 24/7 support, you have the resources to contain issues in real-time, so there’s less risk of these issues snowballing into bigger ones.
Security breaches are another matter. The average time needed to contain a data breach is 73 days, so the sooner your IT Security Team is alerted to a potential security risk, the better positioned your organization is to tackle a security incident.
If your support runs 24/7, you can ensure that there's always someone ready to tackle these issues, mitigating potential losses and maintaining your organization's credibility.
Employees spend an average of five hours a week waiting to get in touch with people that have the unique knowledge they need, including troubleshooting and technical hardware knowledge. So having technical hardware knowledge at-hand 24/7 will only make operations smoother and more efficient.
If a hardware issue is complicated and a device needs to be taken for repair, providing loaner devices during repairs is a great way to maintain employee productivity and avoid possibly weeks of downtime.
Over 90% of workers want flexibility over when they work. Even if your teams can work remotely and asynchronously, their flexibility is compromised if they cannot access the hardware support they need, when they need it.
That’s because if an employee cannot work for hours waiting on support to clock in, they may feel pressured to work overtime to make up for the lost hours. And with burnout cited as the number one reason for people leaving their jobs, you could do more damage to your workforce than you realize.
When support is always at hand, hardware issues get resolved in real-time, allowing your remote team members to take control of their own work schedule.
No matter where your team mates work, provide the hardware support they need to maximize their productivity and experience, while minimizing security risk and downtime, through Hofy’s Global, 24/7 IT Hardware Support.
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