Blogs, Insights & Expertise in Global IT Services
Explore our latest articles on smart hands, staging, site surveys, and global IT support. Learn how our technicians deliver quality, reliability, and multilingual service—anywhere.
What is augmented reality support for onsite IT technicians?18 August 2025
Augmented reality (AR) support for onsite IT technicians is a technology that overlays digital information onto the real world through smart glasses or mobile devices. This allows technicians to receive real-time visual guidance, access documentation hands-free, and collaborate with remote experts while working on IT equipment. AR creates an interactive layer of information that helps technicians identify components, follow repair procedures, and solve complex technical issues more efficiently, transforming how onsite IT support is delivered. Augmented reality support is essentially a digital assistant that lives in your field of view. When you’re working on IT equipment, AR technology overlays helpful […]
What KPIs matter most for onsite IT service delivery?17 August 2025
The most important KPIs for onsite IT service delivery include response time metrics (initial response time, time to arrival), resolution quality indicators (first-time fix rate, mean time to repair), and customer satisfaction scores (NPS, CSAT). These metrics help organisations track service quality, identify improvement areas, and ensure consistent delivery across multiple locations. By monitoring these KPIs, you can prevent revenue-impacting downtime, control costs, and maintain high service standards across all your sites. When you’re managing IT services across multiple locations, measuring performance becomes more than just a nice-to-have – it’s how you keep your operations running smoothly. Think of KPIs […]
Should companies outsource or build internal onsite IT teams?16 August 2025
The decision between outsourcing IT support and building an internal team depends on your specific business needs, budget constraints, and long-term goals. Most organisations find that a hybrid approach works best, combining internal expertise for core functions with outsourced support for specialised tasks, geographic coverage, and peak demand periods. The key is evaluating your actual costs, including hidden expenses like recruitment and training for internal teams versus contract management for outsourcing, then matching your choice to your operational requirements and growth plans. When comparing costs between internal IT teams and outsourcing, you need to look beyond basic salaries to understand […]
How do hybrid support models combine onsite and remote assistance?14 August 2025
A hybrid IT support model combines onsite field technicians with remote support specialists to deliver comprehensive technical assistance. This approach allows remote teams to handle software issues, system monitoring, and initial troubleshooting, whilst onsite technicians manage hardware installations, physical repairs, and tasks requiring hands-on presence. The two teams work together through unified ticketing systems and real-time communication platforms, ensuring businesses receive the right type of support at the right time. This flexible model helps organisations maintain consistent IT operations across multiple locations whilst optimising costs and response times. A hybrid IT support model is a strategic combination of onsite field […]
How do you onboard new onsite support technicians?12 August 2025
Onboarding new onsite support technicians requires a structured 30-60 day process that combines technical training, safety certifications, and hands-on experience. You’ll need to provide comprehensive hardware and software training, ensure proper documentation and tool access, and implement mentorship programmes to maintain consistent service quality across all locations. This systematic approach reduces service inconsistencies, improves first-time fix rates, and ensures compliance with safety and security protocols that protect both your technicians and clients. A well-structured onboarding programme forms the foundation of successful onsite IT support operations. When you bring new technicians into your team, you’re not just filling positions, you’re building […]
What hidden costs exist in onsite IT support agreements?10 August 2025
Hidden costs in onsite IT support agreements typically include after-hours charges, travel fees, minimum billing increments, equipment markups, and emergency response surcharges. These unexpected expenses often emerge after contract signing, when businesses discover their standard agreement doesn’t cover specific scenarios like weekend support, remote location visits, or rapid hardware replacement. Multi-location businesses frequently find their actual IT support costs exceed initial budgets by 30-50% due to these overlooked charges, particularly when operating across diverse geographic regions or requiring 24/7 availability. The most common hidden costs in onsite IT support contracts include after-hours charges, travel expenses, minimum billing increments, and equipment […]
What is white-glove IT support service?09 August 2025
White-glove IT support service is a premium, personalised approach to IT assistance where highly trained technicians provide comprehensive onsite IT support with exceptional attention to detail. Unlike standard IT services, white-glove support delivers dedicated professionals who act as extensions of your internal team, offering proactive problem-solving, consistent service quality, and 24/7 availability. This service model includes everything from deskside support and hardware installations to emergency response and secure logistics, all delivered with the care and precision you’d expect from a concierge-level service. White-glove IT support represents the highest tier of IT service delivery, where every interaction is handled with meticulous […]