• Christos Karafeizis

Employee support capabilities for companies switching to remote work

Over the last five to six weeks we have seen a dramatic shift on how companies operate. Due to the Coronavirus outbreak the number of people working from home has increased significantly. A Gartner, Inc. survey of 317 CFOs and Finance leaders on March 30, 2020* revealed that 74% will move at least 5% of their previously on-site workforce to permanently remote positions post-COVID 19.


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As a result, many companies must provide their employees with new digital tools in order to be effective in their daily job which is now done remotely. This is not an easy task to get accomplished for many companies, especially if you take into consideration that a big majority of them did not even have a policy in place that would allow employees to work from home.

IT Service Desk teams are experiencing increased volume of incoming employee support issues

Traditional methods of employee support are ineffective in this new era. You can no longer just walk over to your favorite person in IT and ask them to fix your issues and to process your service request. Also, 24x7 support availability is not possible for agents and administrators running the company’s service desk. Moreover, there is lack of knowledge, among service desk agents and administrators, on how to prioritize and troubleshoot the increasing number of incoming incidents and service requests that range from issues such as Wi-Fi connectivity, VPN access, video conferencing and overall COVID-19 crisis management.

There is Need for New Digital and Intelligent Processes to Support Remote Employees

When it comes to internal employee support, companies must adapt to new digital and “intelligent” standards not only to meet their needs but also to provide excellent employee experience that will boost their productivity. They must partner with IT Service Management software vendors that are suitable for remote work companies and provide capabilities such as:

  1. Self-service portal access to all employees where they will be able to find answers and fix their issues on their own time without having to submit incidents and service requests to their internal service desk team.

  2. Omni-channel support options that give them the ability to open incidents and service requests via their communication and messaging platform of their choice (Slack, Microsoft Teams etc.) and via mobile.

  3. Intelligence Augmentations (IA) to enable service desk agents and administrators resolve service requests and incidents more expediently. They include automatic triaging of incidents and service requests, predictive and proactive alerts, and numerous other features enabled by modern artificial intelligence and machine learning.

Let’s keep in mind that digital transformation is not only about having the right software in place. It is equally important for each company and its human workforce to possess the right mindset in place that will enable digital transformation to succeed and flourish. Companies that are managed and run by leaders with a “fixed” mindset mentality are likely to fail.

Verticals such as financial, healthcare, education, manufacturing and legal that have been traditionally slow to deploy digital workflows within their organizations must act now. They don’t have any longer the option to sit and watch.

Gaspardesk’s product is being built from the ground up to ease this transition. Please reach out to us to schedule a demo session. We look forward to accelerating your digital transformation towards a more flexible and intelligent workplace when it comes to internal employee support.

www.gaspardesk.com

email: info@gaspardesk.com

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