By Roman Kruglov
The shift in technology to cloud-based solutions is causing technology to be less platform-centric. Mobile devices are replacing traditional PCs and the use of mobile apps, rather than applications in a client-server environment is going up. With this shift our users are becoming more technology savvy and independent, they are looking outside of the traditional helpdesk tools and process to accomplish what they need, we must be able to adjust to this change to keep users happy. Digital transformation is happening everywhere; we have automation at home; we have smart TVs, phones, and watches. The end user expectation in the enterprise for technology to simply work as it does at home is what’s driving the need for change in how we approach the support. There is no longer a fine line between consumer technology and enterprise technology.
Change Happens, Change is good, but change is not a light switch you can simply turn on. It does not happen overnight; there must be enough resources and time for the process to take place. You also need proper tools to help implement this type of change. While change is happening, communication will play a key role. You must make sure that the service desk has enough people because no amount of automation and processes will help if you are not staffed properly. We must find a way to provide support via all different channels, including social media. Knowledge management is also essential to empower users as well as it will save time for your service desk team from opening un-needed tickets.
Automation and self-service are the key ways to empower users. Look at the big pictures if 15% of all your tickets are password reset, then a self-assisted password reset tool will eliminate most if not all those tickets eventually. Analyze service desk trends and look at the ways to automate anything that’s a repeatable task. The idea behind self-service and empowering your users is not to push responsibility back onto the end user but to improve their experience and productivity by giving them the ability to resolve their problems quickly and without traditional IT process. The next big trend in service desk automation is Chat-bots that can truly understand a service request and have a proper workflow configured to execute that requests, which results in the user getting instant help and service desk being free to work on the real issues. AI-powered chat-bots and automated self-service are going to be the driving force in transforming your service desk to the next stage and reducing your operations costs while increasing user satisfaction.
Automation can also help with skill-based routing, so the incidents and problems go to the right team or person and reduce the bouncing between the teams which still happens quite often and does not reflect well on the Service Desk or IT department as a whole. Automation is there to save time and saving time is saving money, as well as reducing a chance for a user error that happens during manual entry.
Concentrate on user happiness: Companies that place user happiness at the center of the service desk tend to be more successful and have better employee retention. One of the most important steps in keeping the user happy is communication. Let them know you are working on their problem, send them constant updates on the status of the tickets, and follow up when the problem/issue is resolved. Think about your own positive experiences, when you travel or when you go to a store and note what customer service did to make you happy, then think about how you can implement that in your company.
Customer Satisfaction and user feedback: It is important that we ask for user feedback via surveys, but it is even more important that we act on that feedback, by following up in person about their experience with the service desk. Keep your surveys short 1-3 questions not to overwhelm the user and provide an option for comments. Only by knowing, can we improve and move forward, achieving greatness.
Service Desk Zero is like a finely tuned race car, that requires continues improvement and maintenance, but delivers the results. Results that both satisfy the users and makes the job of service desk easier.
Roman Kruglov was born in Moscow, but has lived in New York City where he is constantly shooting pictures.
His love for photography came at an early age. He says, “ I remember the dark room and watching the pictures magically come to life.” He says he tries to photograph every day and his camera goes with him everywhere he goes. The inspiration for his photos come from seeing them develop on the screen much like they used to develop in the dark room and then being able to share those developed pictures. Roman’s work has been published in Dodho Magazine, Popular Photography June 2014, Bloomberg, Popular Science, Business Insider and a book called “How to Photograph Everything”