The IT help desk, as it once existed, has changed. Driving that evolution has been the changing demands and expectations of digital customers. Simply put, digital is revolutionizing the world of IT support and service. These newer and more complex requirements of digital customers (which include employees) are causing IT teams to re-evaluate what they have to offer in terms of support and capabilities. If your organization or team is at a similar crossroads, here are four key areas on which to focus.
IT Support Strategies
Regardless of whether your IT service desk happens to support a company of ten or a multi-location, enterprise level organization, the time to start thinking digital is now. A great place to begin is by uncovering how employees have evolved into so-called “digital consumers” and, more significantly, how this evolution has changed the expectations they have of IT support.
To do this, evaluate the gap between your current situation and those changing expectations. In particular, look at your current channels of support. Poll employees to determine whether they feel the current channels they are using to contact IT support are sufficient and effective. Figure out what channels they might prefer. Also, examine common customer use cases and needs. Then, use this information to develop a strategy that incorporates newer, more innovative support channels (like self-service chatbots and virtual support agents).
How does your IT service desk engage with customers? The focus here should be more on this approach as opposed to best practices and ITSM processes. To bring your operating models in line with digital transformation, ask yourself and your team the following questions:
- Is your approach to IT support adequately in line with your realistic business needs and expectations? For example, what is the overall goal? Cutting IT support costs? Minimizing lost time and revenue at a business level? Understand your objectives and align your strategy accordingly.
- Do your IT support agents understand “personas” of its customers (i.e. the common characteristics and behaviors they share)? Do your operational practices accurately reflect these personas?
- How does your IT support desk measure success? Is it primarily related to how the IT service desk has helped and/or improved customer and business operations?
Once you’ve answered these questions, use the data you’ve gathered to identify any and all disconnects between IT support status quo and the actual needs and desires of both the customer as well as the business as a whole. These gaps are where changes must be made.
IT Support Technologies
Without question, the future of IT support will rely heavily on automation. In fact, newer technologies have already made it possible for organizations to augment their human workforce by leveraging ever-improving artificial intelligence capabilities. With these advanced technologies deployed in the right areas, IT support teams are able to more effectively deliver on the increasing demands of digital customers.
Whether your service desk is already leveraging virtual support agents or is planning to in the near future, it’s important to ask the right questions. In particular:
- Are your virtual agents being used to their fullest potential?
- Are your virtual support agents being employed at the right points during the customer journey?
- Do end-users feel that the VSAs improve their support experience?
- Have you established a robust and accurate knowledge-base from which the VSAs can draw?
This last point is key, as virtual IT support will only be as good as the data behind it. That being said, creating an environment that blends high-tech automation with the human touch of IT support agents will position your organization for greater success.
IT Support Staff
The question of whether human service desk agents will be assisted, augmented and possibly even replaced by virtual support agents is no longer an “if,” but rather a “when.” Getting employees onboard with the concept of artificial intelligence isn’t always easy, especially those L1 agents who view automation as a threat to their livelihood. But it’s essential for an organization of today to remain competitive tomorrow.
Educate your IT support team on the value and benefits that AI has to offer. Make it about them – how AI will make their lives easier, enable them to perform more meaningful work, provide an opportunity to learn new skills and make themselves more marketable, etc. – not just about the company. And start investing in your current workforce. Identify champions of the cause and reskill them so they’ll be ready to face the digital future with confidence. Get them excited about the possibilities that lie ahead!
There is no longer any doubt. IT support as we know it today is changing. Only those organizations that are willing to adapt and evolve their strategies, models, technologies and people alongside those changes will make it through unscathed.
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