Quick Summary
This article shares 6 best practices for improving IT support for remote workers, including standardised onboarding, remote monitoring, clear support channels, self-service resources, strong cybersecurity, and asset tracking.
It highlights productivity, security, and cost control benefits, and shows how Devices for Teams streamlines remote workforce management.
Struggling to Keep Your Remote Teams Productive with Limited IT Support?
When your employees work from different locations, whether at home, in a co-working space, or on the road, IT issues can quickly derail productivity.
A laptop that won’t boot, a video call with no sound, or a security breach in a remote location isn’t just an inconvenience; it’s a business risk.
Many companies find that their traditional, office-based IT support models simply can’t deliver the same speed, security, and consistency for remote teams.
This Devices for Teams article covers six proven best practices for improving IT support for remote workers. We’ll cover strategies that keep your hybrid teams productive, secure, and well-equipped, while reducing stress on your IT department.
But first…
Why Listen to Us
With over 35 years of experience and a 4.9 Trustpilot rating, Devices for Teams has helped many UK businesses with flexible, scalable IT solutions.
We provide in-house support, hardware, and lifecycle management under one agreement, helping remote teams stay productive while reducing pressure on internal IT departments. So when it comes to improving IT support for remote workers, we know a thing or two.
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What Does Remote IT Support Really Mean?
Remote IT support is the delivery of technical assistance to employees without the need for an on-site visit.
Using secure remote-access tools, phone, email, or chat, IT teams can diagnose problems, install updates, configure settings, and resolve issues, no matter where the user is located.
For businesses with remote or hybrid teams, this approach is a lifesaver. Instead of waiting hours or days for in-person help, employees can get instant support that keeps them working.
Why Getting Remote IT Support Right Matters
- Maintains productivity: Remote workers can’t afford to wait days for IT fixes. Quick resolution keeps teams moving and prevents small issues from becoming major blockers.
- Reduces security risks: Distributed teams face greater cybersecurity threats. Proactive monitoring and rapid incident response help protect sensitive company data.
- Improves employee satisfaction: Nothing frustrates remote workers more than tech problems they can’t solve. Reliable IT support boosts morale, job satisfaction, and retention. Devices for Teams ensures your employees always have the right devices, pre-configured and ready to use, reducing technical headaches from the start.
- Enables business continuity: When your IT support works seamlessly across locations, your business stays resilient regardless of where your team works.
- Controls costs: Proactive remote IT support prevents expensive emergency fixes and reduces the need for on-site technician visits, keeping budgets predictable and manageable.
Best Practices for Improving IT Support for Your Remote Team
1. Standardise Remote IT Onboarding
Inconsistent onboarding creates unnecessary friction for new remote employees.
Without a standardised process, new hires face device delivery delays, incomplete configurations, and missing access credentials, all of which generate avoidable support tickets and delay productivity.
To create effective remote onboarding:
- Preconfigure all devices with essential software, security settings, and user permissions before delivery
- Use pre-recorded onboarding videos or live walkthroughs for setup guidance
- Create onboarding checklists to track completion and ensure nothing gets missed
- Schedule a virtual IT orientation to walk through tools, policies, and support processes
A standardised onboarding process ensures every remote worker gets the same high-quality start, regardless of their location or technical expertise.
Devices for Teams simplifies this by delivering preconfigured devices directly to employees’ homes, so teams can start working efficiently from day one.
2. Implement Remote Monitoring and Device Management
When employees work remotely, IT teams can’t physically check devices, enforce updates, or spot issues early.
Without proper monitoring tools, problems can quickly turn into downtime or security risks.
To stay ahead, deploy robust remote monitoring with:
- Mobile Device Management (MDM) platforms like Shepherd MDM for centralised device control
- Automated policy enforcement for password strength, software updates, and device encryption
- Proactive alerts to flag issues like low disc space, outdated antivirus, or missing patches
- Remote diagnostics capabilities for troubleshooting without requiring physical access
- Real-time monitoring dashboards that track device performance, security compliance, and software updates
Devices for Teams supports this with built-in MDM integration. Devices arrive pre-enrolled and policy-ready, giving IT teams immediate visibility and control from day one.
3. Establish Clear Communication and Support Channels
One of the biggest challenges for remote employees is knowing where to go when something goes wrong.
Without natural access to on-site IT teams, even simple issues can feel frustrating and isolating.
To create an efficient support experience:
- Centralise support access through a single ticketing portal, email address, or live chat channels.
- Define and communicate expected wait times and escalation paths.
- Automate confirmations and status updates so users are never left wondering.
- Log and categorise every request to track recurring issues and allocate resources.
With Devices for Teams’ Device-as-a-Service (DaaS) solution, every remote user has direct access to expert support through a single, dedicated channel.
This removes pressure from internal IT teams while ensuring every device-related issue is resolved quickly and consistently.
4. Offer Self-Service Resources and Knowledge Bases
A large share of IT tickets come from simple, repeatable issues—password resets, VPN access, and printer setup. Without clear, accessible guidance, staff are forced to escalate low-level issues, clogging support queues and delaying responses to more urgent problems.
A well-structured self-service system like our self-service portal addresses this issue by providing remote workers with the tools they need to quickly and confidently resolve everyday problems.
To make this work, focus on two key areas:
Build a Practical, User-Friendly Knowledge Base
- Organise content by task type, urgency, or department (e.g., “Wi-Fi Troubleshooting”, “New Device Setup”, or “Finance Tools”).
- Use a mix of formats, such as short videos, annotated screenshots, and step-by-step written guides, to suit different learning styles.
- Include a “Top 10 Issues” section with quick fixes like email sync errors or device pairing problems.
- Include feedback buttons so users can flag unclear content and help keep guides up to date.
Complement with Tools for Self-Troubleshooting
- Offer downloadable checklists and quick guides for common issues
- Embed AI-powered help widgets or smart search within platforms like Slack or Teams for fast access to relevant solutions.
- Let users log their issue and see similar resolved cases instantly; this reduces repetitive back-and-forth with IT.
When done right, self-service becomes the go-to for everyday support, reducing downtime, lowering support volume, and boosting confidence across your remote teams.
5. Enforce Strong Cybersecurity Measures and Training
According to TechRepublic, 20% of organisations experienced a security breach as a result of a remote worker. This shows that remote work significantly increases exposure to cyber threats, especially when devices operate outside protected office networks.
Start by defining and enforcing baseline security controls across all remote devices:
- Require multi-factor authentication (MFA) across all systems, especially email, cloud storage, and admin dashboards.
- Enforce full-disc encryption and auto-lock policies on every company-issued device.
- Block USB storage use where possible to prevent unmonitored data transfers.
- Set up remote wipe capabilities in case of loss or theft.
Technical controls only go so far without awareness. Train remote employees regularly on:
- Spotting phishing emails and reporting them
- Avoiding public Wi-Fi for work use (or using a company VPN)
- Password hygiene and credential storage best practices
- Recognising suspicious device behaviour or access requests
A remote environment thrives on trust and preparedness. By aligning your team with modern security tools and proactive habits, you prevent the likelihood of breaches while building a culture of accountability and digital safety.
6. Maintain Visibility Through Asset Tracking and Ongoing Health Checks
Out of sight shouldn’t mean out of mind, but that’s sometimes what happens with remote devices.
When devices are scattered across home offices, shared spaces, and travel bags, it’s easy to lose track of who has what, what’s working, and what’s quietly breaking down.
This makes regular asset tracking and health checks important.
- Keep an accurate, centralised asset register to record every device and licence issued, noting the assigned user, location, and warranty status.
- Monitor device health remotely using RMM tools to check battery life, storage capacity, and OS version in real time.
- Automate maintenance and compliance checks to schedule OS updates and antivirus scans without disrupting remote workflows.
- Create feedback loops to collect input on device performance and IT responsiveness, helping you identify patterns in support issues and flag frustrations early.
This ensures remote devices are not only accounted for but also optimised, secured, and running smoothly.
Simplify Your Remote IT Support with Devices for Teams
Supporting a remote workforce requires more than reactive troubleshooting; it demands proactive, structured, and scalable IT support.
The best remote IT support combines the right technology, clear processes, and expert knowledge to create seamless experiences for distributed teams.
It’s about enabling productivity, not just fixing problems.
That’s exactly what Devices for Teams delivers. We provide pre-configured devices, built-in monitoring, and expert support, all under one agreement. We handle everything in-house, from onboarding to asset recovery, so your teams stay productive and your IT department stays focused on strategy.
Ready to improve IT support for your remote workers? Book a call with us now!
Andrew Morgan is Co-Founder of HardSoft Computers, where he’s spent over 30 years driving innovation in tech leasing. With a focus on making IT solutions flexible and accessible, Andrew leads strategy across product development, SEO, and digital marketing.
He’s passionate about helping businesses thrive with the right technology and regularly shares insights on the HardSoft blog.
LinkedIn: Andrew Morgan
Email: [email protected]