Supporting your workforce post-pandemic with a Modern Service Desk

Since the onset of the pandemic, the workforce landscape has undergone substantial changes, notably in remote working. This shift has highlighted the expectation that IT teams offer comprehensive, quick and seamless support, regardless of employees’ locations or time zones.

With this shift and with the aid of a Modern Service Desk, there is an increasing need to provide a range of channels for customer/employee interaction tailored to their working conditions to foster customer satisfaction and productivity while delivering uninterrupted business services.

Beyond the traditional avenues of phone and email support in IT Service Management (ITSM), transitioning to an omnichannel approach for ITSM to support remote work yields significant organisational benefits. Drawing from my years of industry experience, here are some critical areas organisations can explore to enhance customer support.

Simplify employee experience with Self-Service Portals

Implementing an IT self-service portal can revolutionise the support process. As the primary gateway to the IT department, these portals offer access to links, submission forms, service request forms, and knowledge bases. By empowering users to resolve simple queries independently, self-service portals remove the burden on IT teams, leading to quicker issue resolution and improved employee satisfaction.

Enable instant interaction with the Service Desk

Providing employees with the option to engage with the Service Desk instantly, whether through virtual agents or live chat, accelerates the time to resolution. From AI-powered virtual agents for self-service to live chat for direct assistance, these channels ensure employees can swiftly obtain the help they need, irrespective of location.

Ensure accessibility anytime, anywhere with a Service Desk Mobile App

A Service Desk mobile app extends support beyond the limitations of the office, allowing users to address issues from anywhere, at any time. With features like incident tracking, asset management, and real-time notifications, the app facilitates efficient incident management and enhances responsiveness to employee needs.

Foster collaboration and flexibility with Teams or Slack Integration

Integrating the IT Service Desk with collaboration tools like Microsoft Teams or Slack promotes seamless communication and issue resolution. Through this integration, users can effortlessly manage tickets, add comments, or resolve issues directly within these platforms, leading to quicker resolution times and improved SLA adherence.

By embracing these strategies, organisations can meet the evolving needs of their remote workforce and enhance operational efficiency and employee satisfaction.

SolarWinds Service Desk ticks all the boxes to assist you with these strategies. Our ITSM solution is a modern, cloud-based, AI-powered ITSM platform that enables organisations to maximise productivity, accelerate resolution, and support their customers with whatever channel they prefer.

Please get in touch with us if you want to know more about how SolarWinds and Prosperon can assist you with your ITSM initiatives.