What is The Role of Walk-Up Support in The Age of Hybrid Work?

As companies leaped to remote and hybrid work models, there's been a growing chorus claiming that traditional walk-up IT support is a remnant of eras past. The logic seems sound: with fewer people in the office, why would we need a physical IT presence? Isn’t everything better handled remotely these days? It’s easy to see why some might think this IT support model has reached its expiration date.

But let’s pump the brakes on that narrative. Sure, remote work tools have come a long way, and many issues can be resolved over a quick Zoom call or a remote session. But there are times when nothing beats the certainty and immediacy of in-person IT help. To me, this has been and always will be the best (though costly) way to provide IT support.

The benefits of walk-up support are hard to beat. When you’re dealing with tech issues that disrupt your workflow, the immediacy of face-to-face help is beneficial. You walk in with a problem, and walk out with a solution — often in a matter of minutes.

It’s that personal touch — having a knowledgeable and empathetic IT professional right in front of you, ready to troubleshoot on the spot — that makes walk-up support so valuable. There’s no waiting on hold; no email threads bouncing back and forth. It’s quick, efficient and it reassures employees that their tech issues are being handled with care. That kind of peace of mind is something remote support can’t fully replicate.

While the naysayers are busy writing obituaries for walk-up support, savvy organizations are doubling down on it, recognizing that in a world of uncertainty, sometimes you need the reassurance of face-to-face help. Reports of its demise have been greatly exaggerated.

The current role of walk-up support

Of course, the main question regarding walk-up support in our current landscape is ease of access.

I’ve seen firsthand how companies are rethinking the layout of their physical offices to accommodate the changing needs of their employees. Walk-up support centers are being strategically placed near entrances or high-traffic areas because many employees are coming into the office for one reason: to get their tech sorted.

But walk-up support isn’t limited to the office. In many cases, companies extend this concept by sending their tech staff or contractors directly to employees' homes. While this approach can be risky, costly and logistically challenging, it underscores the ongoing importance of hands-on support, even in a remote work setting.

For issues that can’t be resolved remotely, having a technician on-site — whether at the office or at home — ensures that employees get the help they need without long delays.

Walk-up support centers are also evolving in terms of the services they provide. It’s no longer just about fixing broken hardware or resetting passwords. Today’s IT support teams handle a broad range of tasks, from complex software troubleshooting to managing device swaps and upgrades. Some organizations even integrate self-service kiosks where employees can quickly check out a loaner device or get simple fixes without waiting for a technician.

In fact, walk-up support is increasingly being seen as a complement to other IT support channels rather than a standalone service. It’s part of a hybrid model where face-to-face support works in tandem with virtual help desks and remote troubleshooting. This ensures that no matter where employees are working, they have access to the right level of support.

Challenges in the hybrid work environment

Of course, hybrid work isn’t without its challenges, especially when it comes to IT support. Sending technicians out to employees' homes is neither cheap nor risk-free. The costs add up quickly, and with each visit, there’s a level of risk involved — whether it’s the safety of the technician, the security of the equipment or just the logistical nightmare of scheduling.

That’s why many companies, including the ones I’ve worked with, are getting creative. Remote access tools have always been a lifeline, allowing IT teams to diagnose and fix issues from afar without the need for a physical presence.

And for more complex problems that can’t be resolved remotely, companies opt to ship tools directly to employees, sometimes with backup equipment ready to go at a moment’s notice. This way, if something breaks down, there’s always a Plan B — minimizing downtime and keeping things running smoothly, even when everyone’s spread out across different locations.

These solutions, while effective, don’t completely replace the need for in-person support. The challenge for IT teams is to find the right balance, ensuring that employees have access to the support they need, whether they’re working from home, the office or anywhere in between.

Adapting walk-up support

As we navigate this hybrid work landscape, the key to keeping walk-up support relevant is adaptation, rethinking and reshaping the old ways to meet the needs of today’s workforce.

One strategy I’ve seen that works well is implementing remote diagnostics before employees even set foot in the office. An employee schedules a visit to the walk-up support center, but before they come in, they go through a remote troubleshooting session. This allows the IT team to assess the issue, maybe even fix it remotely, or at the very least, be fully prepared to handle it as soon as the employee walks through the door. This saves time and ensures that in-person visits are as efficient as possible.

Another adaptation we’re seeing is the concept of dedicated walk-up support days. With fewer people in the office on a daily, it makes sense to concentrate resources. By designating specific days for walk-up support, companies can ensure that the IT team is fully staffed and ready to tackle any issues that arise, while also encouraging employees to come in on those days if they need help. It’s about making the most of everyone’s time and resources.

Future trends and alternatives

The future of walk-up support is likely to be shaped by emerging technologies like AI and automation. We’re already seeing AI being used to handle routine tasks, such as password resets or basic troubleshooting, which frees up IT professionals to focus on more complex issues that require a human touch.

I wouldn’t be surprised if we see more sophisticated AI systems integrated into walk-up support models, providing initial diagnostics or even guiding employees through certain fixes.

And then there’s the evolution of virtual support. As remote work continues to grow, we’ll likely see these virtual desks becoming more interactive and immersive, perhaps incorporating elements like video consultations or augmented reality to provide that same level of personal support we associate with in-person visits.

It’s an exciting time, and while the tools and methods may change, the goal remains the same: to provide employees with the best possible IT support, wherever they are.

In summary

Hybrid work is forcing us to rethink IT support, but let’s be real: walk-up support isn’t going anywhere.

The truth is, the more we push toward a fully remote model, the more we’ll see employees craving that in-person touch — especially when their tech fails them at the worst possible moment.

While remote solutions are great, nothing replaces the immediacy and assurance of a face-to-face fix. Those who claim walk-up support is obsolete might be the same ones frantically Googling, “IT support near me” when things go wrong.