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IT Firms Need to Reassess IT Support in 4 Key Areas

Digitization stresses on the transformation of conventional IT service desk models to offer better customer support and delivery. Now, to improve the customer-engagement efficiency of IT support or service desk, the organizations need to reevaluate their offerings and capabilities.

In this article at ITSM.Tools, Sarah Lahav suggests some key areas that IT organizations must reassess in a bid to improve their IT support.

Survival of the Fittest

New technologies and the expectations of digitally savvy customers have made a profound impact on the IT industry. Digitization demands companies to use IT in areas where it has never been used before. Here are some key areas for IT firms to focus on:

  1. Service Support Strategies: Firstly, all the IT service desks must think digitally and try to understand the needs of ‘digital consumers’ to address them well. To do so, an IT organization needs to assess the status quo and the gap between the status quo and employee expectations. Learn about the new support technologies that are already in play, particularly in the world of consumers. Then assess the IT service desk responses to support requests. Ascertain what works well and what does not.
  2. Service Desk Operating Models: These are more about the IT support approach to engage customers. Align the goal of the IT service desk with your business needs and consumer expectation. Analyze the information gathered to understand the disconnect between the IT support status quo and real business needs.
  3. Use of Modern Support Technologies: The future holds more automated IT support tasks with new technologies augmenting human efforts. So, analyze if the ‘virtual agents’ used by your IT service desk is employed at the right spot and do the customers feel that these virtual agents improve their support experience?
  4. Skillset & Capabilities of IT Support Staff: Human service desk agents will soon be replaced by virtual agents. If employed correctly, these virtual agents will reduce human effort. But they will also raise expectations of the employees they serve. The human agents will likely not to be the first point of contact, and thus, they need an understanding of the journey the customer has already taken to reach.

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