4 Ways to Make Service Desk Enable the ‘New Normal’ in Employee Experiences




By Fakeha Malik and Rich Lantos

The coronavirus has rendered the employee experience unrecognizable. With many office workers now working from home, the way they interact with your organization and their job is completely unfamiliar.

One straightforward and effective solution? Service Desk. As employees’ primary connection to their work has become electronic, IT support has become mission-critical. To be sure Service Desk is delivering exceptional employee experiences, take these four steps:

1.Make Service Desk the first point of contact.

For employees working from home, Service Desk has become their first point of contact. It ensures that workers can easily access their applications and data, and be as productive as they were in the office. In fact, it helps you transition to a new paradigm for work.

Service Desk also needs to become a single point of contact. Employees can no longer easily ask a co-worker or tap on the shoulder of an IT team member for informal help. That’s especially true for new employees who don’t even know what they need or whom to ask. Service Desk sets the tone for the rest of the employee experience.

2.Invest in best-practice methodologies.

For your Service Desk to support the new way of working, it needs to follow best practices. Most important is 24/7 support. Remote employees are now working nontraditional hours. They can’t wait till the next business day to resolve issues.

A close second is end-to-end handoff. It’s imperative to implement best-in-class incident management so that there are no questions around who owns a ticket and that the right people are following up.

Profile-based customization will promote faster resolution and higher employee satisfaction with IT services. When a worker calls the Service Desk, her profile should already be set. The Service Desk should know her name, where’s she’s located, and the technology she’s using.

3.Embrace self-healing and automation.

Service Desk needs to transform from reactive to proactive. That begins with a guided knowledge base and other self-service tools. IT teams should be supported with documentation so that agents solve issues the right way and the same way every time.

Self-healing tools and automation of repetitive task drive greater speed and fewer errors. The days of, ‘I have a problem and I need help’ for every issue are behind us. For a growing number of issues, the employee’s device should be able to diagnose the problem and advise on next steps.

4.Start and end with metrics for continual improvement.

Needs change over time – as organizations are discovering now. To keep up, identify key performance indicators (KPIs), especially for issues that drive employee satisfaction. These would include metrics such as time to resolution and percentage of issues resolved at Level 1 support.

Set a baseline and then set goals for improvement over 12, 18, and 24 months. Be honest about where you are today – and whether you can achieve your goals internally or need to work with a partner.

Finally, focus on the “soft” skills of your agents. Employees want empathy. They need to feel respected, and they need patience with their frustration that they have an IT issue. It’s that level of attention that will ensure Service Desk contributes to user satisfaction, employee engagement, and business success.

Learn more about Service Desk.

Fakeha Malik is vice president of Solutions and Managed Services and Rich Lantos is director of Support Services for Computacenter.
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