Key Lessons from Remote IT Support During the COVID-19 Pandemic
When workplaces across Australia suddenly went remote in 2020, many businesses were caught off guard. The scramble to move operations online highlighted just how vital IT support is to everyday business. At Gray Area Consulting, we worked side by side with clients during those uncertain times, helping them stay connected, secure and productive.
Now, with a bit of breathing room and perspective, it’s worth reflecting on what we learnt. These lessons aren’t just for the history books — they’re shaping the future of how businesses approach remote support and IT infrastructure.
1. Flexibility is the Name of the Game
One of the biggest takeaways from the pandemic era was the need for IT systems that can bend without breaking. Businesses with rigid, office-bound infrastructure found themselves struggling, while those who had already started exploring cloud services or hybrid solutions adapted far more smoothly.
Tools like Microsoft 365 proved invaluable, giving teams access to documents, emails and collaboration tools from wherever they were logging in. Cloud-based systems took the pressure off internal servers and gave IT support teams much greater flexibility in resolving issues remotely.
2. Communication Tools Became Mission-Critical
During lockdowns, video conferencing apps like Microsoft Teams and Zoom became the new meeting rooms. But not every business had these tools set up or knew how to use them effectively. We spent a lot of time helping clients get up to speed with virtual communication, which included everything from setting up Teams channels to training staff on video call etiquette.
If your business is still relying on outdated phone systems, it might be time to consider solutions like Microsoft Teams Phone or other modern cloud phone systems that integrate seamlessly with your existing workflow.
3. Cybersecurity Risks Increased – and So Did Awareness
With staff using home Wi-Fi networks and personal devices, the cybersecurity threat landscape exploded. Phishing attacks, unsecured endpoints and weak passwords became serious risks for businesses of all sizes. Suddenly, things that seemed like “nice to haves” — like multi-factor authentication or endpoint protection — became essential.
One of the silver linings was that businesses started taking cybersecurity more seriously. We saw a rise in interest around Zero Trust security models and regular cybersecurity risk assessments. The Essential Eight framework also got more attention, especially from professional firms and those in regulated industries.
4. Remote IT Support Is More Than Just a Band-Aid
Before COVID-19, many businesses saw remote support as a temporary fix — something you used in a pinch. Now, it’s clear that remote IT support is a powerful long-term strategy. It’s faster, often more affordable, and allows issues to be solved without waiting for someone to physically show up.
We also helped many firms set up monitoring tools so we could proactively address issues before they caused downtime. This kind of managed support has become a preferred choice for firms wanting reliable, responsive IT help without the overhead of a full-time in-house team. If you’re still on the fence, check out our guide on why remote IT support is essential for professional service firms.
5. Training and Support Need to Be Ongoing
When your staff are scattered from Cairns to Perth, knowing how to use technology effectively becomes even more important. During the pandemic, we saw how gaps in digital skills could slow down entire teams. That’s why part of our support during that time — and now — includes regular training and check-ins.
Whether it’s learning how to avoid phishing attacks or how to use cloud file sharing properly, ongoing education is just as important as the tech tools themselves.
A Quick Anecdote
One of our clients, a mid-sized legal firm in Brisbane, had always been cautious about remote work. But when lockdown hit, they had no choice. With our help, they shifted to cloud-based tools like Microsoft 365 and Teams, and within two weeks, their entire team was operating remotely — securely and productively. By the end of 2021, they’d fully embraced hybrid work, and even credited the transition with helping attract younger talent.
What This Means Going Forward
Remote IT support isn’t just a trend that came and went with COVID — it’s part of how modern, flexible businesses operate. Whether your team is fully remote, hybrid, or back in the office, the tools and lessons from the pandemic will continue to shape how we work.
At Gray Area Consulting, we’re here to help you build on these lessons. From cloud migration and cybersecurity to managed support and training, we’ve got the experience (and the patience) to help your team thrive. Have a yarn with us anytime — we’re only a click away.
Contact us to learn how we can support your business with smarter IT solutions, wherever your team is working from.
