Home Working and Hybrid IT Support

Making files reachable without a VPN

Many offices bolted a VPN onto an old server when staff first went home. It works until it does not: connections drop, mapped drives time out, and Office files lock because the connection blipped mid-save. For most small businesses the better answer is moving shared files into SharePoint and syncing them with OneDrive, so they work the same in the office, at home or on a train.

If you rely on software that genuinely needs the office network, such as a desktop accounts package with a shared database, we look at alternatives: a hosted version, a remote desktop session, or a properly configured VPN with MFA. See cloud migration for how the move works.

Securing laptops that never come into the office

A laptop at home sits on a network you do not control, alongside games consoles, smart TVs and whatever the family has installed. We put sensible controls in place:

• BitLocker encryption, with the recovery key stored in Microsoft Entra ID rather than on a sticky note.
• MFA on every account, using Microsoft Authenticator or passkeys. See password and MFA set-up.
• Windows Hello for sign-in with a PIN or face, and a short screen-lock timeout.
• Automatic updates through Windows Update for Business, so patches do not depend on someone remembering.
• Remote wipe if a device is lost, through Intune.

We also advise against using personal or family PCs for work. Where staff must, Intune app protection policies can keep company data inside Outlook and OneDrive without managing the whole device.

Home Wi-Fi and broadband problems

Poor Teams quality at home is rarely a laptop fault. Common causes include a router in a cupboard at the far end of the house, the laptop clinging to the 2.4GHz band, neighbours on the same channel, and upload speed being eaten by cloud photo backups. We check the connection with the user over a call, test speed on Wi-Fi and on a cable, and suggest fixes: moving the router, a mesh system, an Ethernet cable to the desk, or a different band.

We cannot change the broadband contract for an employee, but we can tell them exactly what to ask their provider. For more detail see broadband and router support and Wi-Fi support.

Everyday remote helpdesk

Home workers lose the option of asking the person at the next desk. Our helpdesk handles the everyday problems: Outlook asking for a password, OneDrive sync errors, headsets not detected in Teams, docking stations not driving a second monitor, and printing to a home inkjet. We connect with the user's permission and fix it while they watch, so they learn the fix too.

For businesses with home or hybrid teams, the Complete plan at £99 a month + VAT includes IT and Microsoft 365 helpdesk support and 3 hours of work each month. Without a plan, home working fixes are £45 an hour + VAT, with a 30-minute minimum and 15-minute blocks after that. See support plans.

Data protection at home

Personal data handled at home is still covered by UK GDPR. Encrypted devices, MFA, files kept in Microsoft 365 rather than on USB sticks, and a clear process for lost devices all help you show you took reasonable steps. Our GDPR IT compliance page covers the technical side in more detail.

A few practical habits make a big difference: lock the screen when stepping away, keep work calls out of earshot of smart speakers, shred printed customer documents rather than putting them in household recycling, and never forward work email to a personal account to 'make it easier'. We can block automatic forwarding to external addresses in Exchange Online so the last one is not left to good intentions.

Equipment at home

Hybrid staff often end up with a better setup in the office than at home. A docking station with a single USB-C cable, a proper headset with noise cancelling, and a second monitor solve most complaints. We can check that a dock is compatible with the laptop model before you buy it, update its firmware, and sort out the classic problem of a monitor that works in the office but not at home because of a different cable or DisplayPort setting.

What it costs

Support plans from £25 a month + VAT, or £45 an hour + VAT for one-off fixes. Pick a plan if you want it looked after every month, or pay by the hour for a one-off job.

Related