IT support services struggle to adapt and scale amid Covid-19 pandemic


SINGAPORE – When homework became mandatory during last year’s breaker, inventory manager Eric (not her real name) thought his business was ready.

Before the rule came into effect, the IT support team had asked him and his colleagues to install a virtual private network (VPN) client on their laptops so that they could access the distance to customer data on the internal network of the logistics company.

But when Eric tried to connect to the system from home for the first time, he received an error message informing him that he had to be connected to the internal network to activate the VPN.

“It meant we had to already have the VPN for the VPN to work. It was such a big joke,” said Eric, who is in his 40s.

He said the issue was finally resolved after two days, after members of the IT support team visited each worker’s home in person to activate the VPN using stored configuration files. on a USB stick.

“Since then we can work from home, but we still have occasional problems. The network can sometimes crash for hours,” added Eric.

His business is not alone.

In September, a survey of 500 office workers from five countries, conducted by service management software provider OTRS, found that IT help desks around the world were grappling with new demands and challenges. during the pandemic.

A quarter of those surveyed were not satisfied with their current IT support.

When asked about the average time it takes to resolve a computer problem, 39% of respondents responded within 60 minutes, 28% responded over an hour, and 12% responded over a day.

Almost half, or 47%, expected help from IT support within 30 minutes and 69% wanted help in less than 60 minutes.

Many small and medium-sized enterprises (SMEs) have faced similar challenges in the context of the rise of working from home as a standard, said David Loke, managing director of cloud service provider ReadySpace Singapore.

Mr Loke, whose company provides third-party technology expertise to SMEs looking to go digital, said many of his customers struggled when remote working became mandatory last year due to lack of resources, d ‘tools and know-how to quickly adapt their operations.


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