Who’s responsible for remote workers’ device maintenance?

The tech that powers our working lives has evolved dramatically in the last two decades. Laptops are more powerful, with better durability, security and battery life. Wi-Fi continues to offer users faster speeds and capacity. We have also seen conferencing applications improve to standards where they can consistently and effectively replace in-person meetings. These benefits have made it possible for more people to work remotely, with a study by the Office of National Statistics last year finding 44% of workers reporting some form of home or hybrid working.

Putting the debate about the personal benefits (worker happiness and even productivity) and possible professional consequences (reduced networking opportunity, for instance) of hybrid working aside, this article focuses on equipment and tools. The possibility of working from any location shifts at least some responsibility for creating an appropriate workspace to employees. While companies can introduce systems and protocols that enable home-working – including software subscriptions or online project management tools – they’re no longer in charge of managing the day-to-day upkeep of all devices.

So who bears the burden of responsibility? In the absence of clear policies, employees may be stuck without support when there is a device fault or break in connectivity – a drain on company time and resources. To minimise this downtime, companies must cover the following areas (as a minimum) in their IT policies – for both office and home environments:

1. Tech failures

According to Asurion Europe’s research on the connected home, around a third of consumers say they experience a significant issue such as a hardware failure, software failure or connection outage at least once a quarter. For a business, this can become expensive.

One US study found that remote employees experience more tech issues compared to others (an average of 4.1 problems per week) while hybrid employees faced an average of 3.7, and on-site employees an average of 3 issues per week. When these incidents occur, employees need access to reliable and speedy support – including an engineer visit if needed.

2. Onboarding

Asurion Europe’s study shows a consistent increase in both the adoption and usage of smart technology within the home. Yet only half of adults considered themselves to be “tech savvy” in one survey of 2,000 UK adults; the remaining half may need help setting up devices or even getting familiar with online platforms and software. Where employees are working remotely, companies may need specific procedures for checking that devices are being used optimally. Providing access to tech support also means that employees have an outlet for asking questions as needed.

3. Device disposal

The UK has a serious electronic waste problem, as one of the biggest producers in the world. Part of the issue, as Asurion Europe discusses in its report on the subject, is a lack of convenient recycling and disposal facilities. One suitable option is to partner with a trade-in service provider to dispose of unwanted or unused devices, and recoup any residual value.  Providing a corporate drop-in service for old electronics can also support ESG targets and activities.

Though workers now spend more time doing their jobs outside the office, it is important businesses still provide appropriate support to ensure maximum efficiency. Our reliance on devices and digital tools means that any outage can cause major issues; with no in-house tech team on hand, a tech protection and support service is one suitable alternative.

Support specialists are informed on potential issues with a vast range of products, so effective tech protection services can allow employees to quickly fix problems and get back online. As well as supporting with tech problems, specialists can provide guidance on best practices to keep devices in optimum condition for longer, reducing the need for frequent replacement.