Tech in the workplace evolves at a faster pace than it did only 10 years ago. One of the main reasons cited for the way IT help desk software is provisioned in the enterprise today is the so-called consumerization of tech.
Twenty-five years ago, even after most ordinary people had PCs in their homes, most of them used more sophisticated technology at work. But that’s not necessarily the case now.
You’ve seen the media photos of the lines of people waiting to buy the latest iPhone, and you may know someone who doesn’t work in tech, yet has built his own sophisticated high-end gaming computer for home. Whether or not end-users are actually more tech savvy than they used to be, or they just think they are, they’re exposed to much more technology in daily life. They also have more experience dealing with tech services for their personal devices.
In other words, delivering IT help desk functions the way you did in the year 2000 is less likely to satisfy end-users, and providing the added business value that IT is expected to add these days means winning the hearts and minds of end-users. Here are 6 tips on how to do that.
He may work in PR during the day, but that doesn’t mean he’s not tech savvy at home.
1. Automate and Provide Self-Service Where You Can
If you forget your password for your Amazon account, there are automated procedures that let you reset it. You don’t have to call up Amazon and have someone reset it for you. So why does your company still require people to do that? More end-users are more confident about handling minor issues through self-service, and allowing that where appropriate is easier on both the end-user and the IT help desk.
2. Offer End-Users Reassurance and Confidence
The IT help desk isn’t exactly like a hospital ER, but there are parallels. When the device that was working perfectly yesterday suddenly doesn’t work, the end-user wants reassurance that things are going to be OK. When your IT help desk has a solution that helps you “triage” issues and respond quickly, you’re better able to reassure end-users and build trust between them and the IT help desk team.
3. Take Responsibility
Nobody wants to hear excuses. They would much rather hear, “I lost track of your help desk ticket, and I’m so sorry” than “Well, things are really busy here, and Nate’s out with the flu, and … ” Obviously, you try to avoid making blunders in the first place. But when someone inevitably messes up, they’ll mend relations with end-users more quickly with an acceptance of responsibility than with excuses or passing the buck.
4. Develop Your IT Help Desk “Brand”
You don’t have to create an IT help desk logo (though there’s nothing wrong with that), and you don’t have to pattern your IT help desk exactly like that of another organization. But developing your department’s brand is about using help desk software that is best at meeting the needs of your particular organization’s end-users and business objectives. Having a mission statement, goals, and an identifiable vibe when everyone’s working “in the zone” builds cohesion and motivation and spurs your team to do their best work.
5. Steal “Best Practices” from Other Organizations Where Appropriate
If you had a great tech service experience with another provider, whether through work or in your personal life, there’s nothing wrong with hijacking their great practices. Were you able to solve a problem quickly using live chat? Perhaps your IT help desk should consider a similar service. Did your visit to an Apple Genius Bar impress you? Perhaps there are elements of that experience you could incorporate into your IT service provision.
6. See Things from Your End-Users’ Perspective
If you manage the IT help desk, why not undertake the occasional “secret shopper” expedition? Kate in Payroll mentions at the lunch table that one of her apps keeps crashing. Why not observe the process of her getting help from the IT help desk from her perspective? You could watch over her shoulder as she submits a ticket, and see what happens. Does someone acknowledge receipt of the ticket promptly? Is a time estimate given for repair? Knowing what your end-users experience can help you identify concrete ways to improve IT help delivery.
Providing IT services isn’t the same as it was before mobility, the cloud, and social media. Don’t let your IT help desk functions stagnate in yesterday’s IT environment. With Samanage, your help desk software continues to evolve.
About Chris Walls
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