{"id":7924,"date":"2023-01-17T12:20:48","date_gmt":"2023-01-17T12:20:48","guid":{"rendered":"https:\/\/marlincomms.co.uk\/?p=7924"},"modified":"2024-01-04T16:10:37","modified_gmt":"2024-01-04T16:10:37","slug":"top-3-things-keeping-your-it-team-up","status":"publish","type":"post","link":"https:\/\/marlincomms.co.uk\/blog\/top-3-things-keeping-your-it-team-up","title":{"rendered":"The Top 3 Things Keeping Your IT Team Up At Night"},"content":{"rendered":"<p><span data-preserver-spaces=\"true\">In the world of hybrid working, organisations need to manage increasingly diversified IT ecosystems. IT support teams often rely on multiple tools to identify and resolve problems. But to be effective, they need a new approach \u2014 and a consolidated toolkit.\u00a0\u00a0<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Everyone understands the benefits of hybrid working. But the sudden introduction of hybrid working has made life much more complicated for IT support. Global research* by IDG commissioned by our solution partner <a href=\"https:\/\/marlincomms.co.uk\/partners\/goto\">GoTo<\/a> reveals the 3 biggest issues keeping IT Teams awake at night are flexibility, security risks and productivity &#8211; here are the findings.<\/span><\/p>\n<h2><span data-preserver-spaces=\"true\">1) Flexibility<\/span><\/h2>\n<p><span data-preserver-spaces=\"true\">Technology sprawl is real and it is complicating the work that IT Teams need to deliver. What IT teams need now, more than ever, is a single-pane-of-glass that empowers agents to be agile whilst also giving them more control.\u00a0<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">&#8220;87% use multiple tools for remote support&#8221;, presenting challenges like:<\/span><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">50% agree &#8211; &#8220;The need to switch between multiple technologies is impacting help desk productivity&#8221;.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">49% agree &#8211; &#8220;The volume of technologies in use presents an increased security risk&#8221;.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">48% agree that &#8211; &#8220;Support history and contextual data is dispersed across several tools&#8221;.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">45% agree that &#8211; &#8220;It&#8217;s time-consuming\/costly to manage multiple tools&#8221;.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">42% agreed that they are &#8211; &#8220;Paying for underutilised or unused technology tools&#8221;.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Only 3% agreed with none of the above.<\/span><\/li>\n<\/ul>\n<h3><span data-preserver-spaces=\"true\">The top barriers to consolidation:<\/span><\/h3>\n<ol>\n<li><span data-preserver-spaces=\"true\">A perceived need for backup solutions in the event of a reliability issue.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Concerns about integrating into the existing infrastructure.<\/span><\/li>\n<\/ol>\n<h2><span data-preserver-spaces=\"true\">2) Security<\/span><\/h2>\n<p><span data-preserver-spaces=\"true\">Remote work is not only eating up time, but it&#8217;s also putting businesses at risk. IT teams must have the right security-related features to keep its infrastructure and users protected.\u00a0<\/span><\/p>\n<p><em><strong>&#8220;93% of businesses are concerned about the possibility of a data breach&#8221;\u00a0<\/strong><\/em><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">82% say it&#8217;s challenging to avoid cyber threats with current technology.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">67% say time spent mitigating cyberattacks has increased in the past 20 months.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">49% say the volume of technologies in use presents an increased security risk.<\/span><\/li>\n<\/ul>\n<h3><span data-preserver-spaces=\"true\">The top desired technologies are:<\/span><\/h3>\n<ol>\n<li><span data-preserver-spaces=\"true\">Permission-based support with end-to-end encryption and the ability to enable MFA\/SSO.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Requiring agents to reauthenticate to modify or create potentially sensitive automated tasks.<\/span><\/li>\n<\/ol>\n<h2><span data-preserver-spaces=\"true\">3) Productivity\u00a0<\/span><\/h2>\n<p><span data-preserver-spaces=\"true\">With flexible work demanding more bandwidth from IT, toggling between tools is not best-serving agents. IT teams need ways to keep end users working while supporting their productivity.\u00a0<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Top productivity blockers when supporting remote vs. office-based employees:<\/span><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">50% agree &#8211; &#8220;The average support request for remote vs. office-based employees takes longer to resolve&#8221;.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">43% agree &#8211; &#8220;Reactive support is more challenging remotely&#8221;.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">39% agree &#8211; &#8220;Steps\/technology required to connect to the company network is dependent on location (e.g. use of VPN)&#8221;.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">43% agree &#8211; &#8220;Complexity when troubleshooting off-network devices&#8221;.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">31% agree &#8211; &#8220;Cannot replicate the in-person onboarding experience&#8221;.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">29% agree &#8211; &#8220;Not able to &#8220;see&#8221; the technology issues remote employees are having&#8221;.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">20% agree &#8211; &#8220;No policies or protocols for supporting personal devices including PCs, home WiFi and printers remotely&#8221;.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">29% agree &#8211; &#8220;Unable to push software updates to off-network machines&#8221;.<\/span><\/li>\n<\/ul>\n<p><em><strong>92% consider it highly valuable to have messaging tools like Slack and Microsoft Teams integrated into support processes.\u00a0<\/strong><\/em><\/p>\n<p><em><strong>88% consider it highly valuable to include proactive and reactive support notifications in one IT support tool.\u00a0<\/strong><\/em><\/p>\n<h2><span data-preserver-spaces=\"true\">What Your IT Team Really Needs<\/span><\/h2>\n<p><span data-preserver-spaces=\"true\">With more employees and endpoints no longer all in one place, your IT team needs support tools that are simpler, smarter, and more flexible than ever. <\/span><span data-preserver-spaces=\"true\">Thankfully, there\u2019s a simple solution. <a href=\"https:\/\/marlincomms.co.uk\/gotoresolve\">GoTo Resolve<\/a> offers the flexibility, security, and productivity-optimising features every IT team dreams about.\u00a0\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-8900\" src=\"https:\/\/marlincomms.co.uk\/wp-content\/uploads\/2023\/01\/GoToResolve-IT-Team.jpg\" alt=\"GoToResolve IT Team\" width=\"722\" height=\"398\" srcset=\"https:\/\/marlincomms.co.uk\/wp-content\/uploads\/2023\/01\/GoToResolve-IT-Team.jpg 1307w, https:\/\/marlincomms.co.uk\/wp-content\/uploads\/2023\/01\/GoToResolve-IT-Team-300x165.jpg 300w, https:\/\/marlincomms.co.uk\/wp-content\/uploads\/2023\/01\/GoToResolve-IT-Team-1024x564.jpg 1024w, https:\/\/marlincomms.co.uk\/wp-content\/uploads\/2023\/01\/GoToResolve-IT-Team-768x423.jpg 768w, https:\/\/marlincomms.co.uk\/wp-content\/uploads\/2023\/01\/GoToResolve-IT-Team-100x55.jpg 100w\" sizes=\"(max-width: 722px) 100vw, 722px\" \/><\/p>\n<h2>GoTo Resolve\u2014the all-in-one IT management solution<\/h2>\n<div style=\"padding: 56.25% 0 0 0; position: relative;\"><iframe style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\" title=\"GoToResolve from Marlin Communications\" src=\"https:\/\/player.vimeo.com\/video\/778894737?h=2f6b0c5c5e&amp;badge=0&amp;autopause=0&amp;player_id=0&amp;app_id=58479\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/div>\n<p><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script><\/p>\n<p><span data-preserver-spaces=\"true\">By consolidating essential support tools into a single solution, GoTo <a href=\"https:\/\/www.goto.com\/it-management\/resolve\" target=\"_blank\" rel=\"noopener\">Resolve<\/a> enables IT Teams to manage requests, triage problems, and fix issues faster\u2014with no toggling between disconnected tools.\u00a0 \u00a0<\/span><\/p>\n<h3>GoToResolve Key Features<\/h3>\n<ul>\n<li><span data-preserver-spaces=\"true\"><strong>Flexible for today&#8217;s flex work<\/strong> &#8211; All the tools you need, including proactive and reactive support, conversational ticketing and camera sharing.\u00a0<\/span><\/li>\n<li><span data-preserver-spaces=\"true\"><strong>Security, never compromised<\/strong> &#8211; The industry&#8217;s first zero-trust, identity-based access control secures managed devices from malicious actors.\u00a0<\/span><\/li>\n<li><span data-preserver-spaces=\"true\"><strong>Productivity maximised<\/strong> &#8211; Time-optimising features like unattended access and multi-session handling lets agents and employees get more done.<\/span><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">Discover how to instantly modernise your IT infrastructure with a flexible, easy-to-use IT management and support solution. <a href=\"https:\/\/marlincomms.co.uk\/gotoresolve\">Click here<\/a> to download the GoToResolve datasheet.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">To speak to us now about GoToResolve or IT support management, call <strong>0800 032 8274<\/strong>\u00a0or <a href=\"https:\/\/marlincomms.co.uk\/contact\">request a callback here<\/a>.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">*source: IDG: The State of SMB IT Support: How to Empower and Secure the Hybrid Workforce, January 2022<\/span><\/p>\n<p>&nbsp;<\/p>\n<div class=\"content-box-gray\">\n<h2>About Marlin Communications<\/h2>\n<p>Marlin Communications is an award-winning, leading provider of Unified Communications &amp; collaboration solutions including voice, data, mobile, video, network security and contact centre technology for businesses of 50 &#8211; 5,000 staff.<\/p>\n<p>We have clients across the UK and in Europe and our own, on-premises, 1,000 ft\u00b2 Technology Suite at our Bath office, where we host regular events and showcase technology solutions for our clients. <strong><a href=\"https:\/\/marlincomms.co.uk\/contact\">Contact us<\/a><\/strong> for your free comms audit or product demo.<\/p>\n<h2>Get the latest tech news &amp; reviews &#8211; straight to your inbox<\/h2>\n<p>Sign up to receive exclusive business communications, tech content, new tech launches, tips, articles and more.<\/p>\n<p><a class=\"blog-button\" href=\"https:\/\/marlincomms.co.uk\/subscribe\">SUBSCRIBE NOW<\/a><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>In the world of hybrid working, organisations need to manage increasingly diversified IT ecosystems. IT support teams often rely on multiple tools to identify and resolve problems. But to be effective, they need a new approach \u2014 and a consolidated toolkit.\u00a0\u00a0 Everyone understands the benefits of hybrid working. But the sudden introduction of hybrid working has made life much more complicated for IT support. Global research* by IDG commissioned by our solution partner GoTo reveals &#8230; <\/p>\n<div><a href=\"https:\/\/marlincomms.co.uk\/blog\/top-3-things-keeping-your-it-team-up\" class=\"more-link\">Read More<\/a><\/div>\n","protected":false},"author":18,"featured_media":7932,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[12,227,268],"tags":[],"_links":{"self":[{"href":"https:\/\/marlincomms.co.uk\/wp-json\/wp\/v2\/posts\/7924"}],"collection":[{"href":"https:\/\/marlincomms.co.uk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/marlincomms.co.uk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/marlincomms.co.uk\/wp-json\/wp\/v2\/users\/18"}],"replies":[{"embeddable":true,"href":"https:\/\/marlincomms.co.uk\/wp-json\/wp\/v2\/comments?post=7924"}],"version-history":[{"count":4,"href":"https:\/\/marlincomms.co.uk\/wp-json\/wp\/v2\/posts\/7924\/revisions"}],"predecessor-version":[{"id":9501,"href":"https:\/\/marlincomms.co.uk\/wp-json\/wp\/v2\/posts\/7924\/revisions\/9501"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/marlincomms.co.uk\/wp-json\/wp\/v2\/media\/7932"}],"wp:attachment":[{"href":"https:\/\/marlincomms.co.uk\/wp-json\/wp\/v2\/media?parent=7924"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/marlincomms.co.uk\/wp-json\/wp\/v2\/categories?post=7924"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/marlincomms.co.uk\/wp-json\/wp\/v2\/tags?post=7924"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}