While I’d like to think all aspects of the pandemic are behind us, the truth is that the operational world we knew before COVID-19 is unlikely to return any time soon. Most of the workforce is remote or hybrid and corporations are downsizing their office needs. However, the demand for support continues to grow, and we must address it by adapting and providing more tools for our customers and technical support teams.
Expanded Tool Sets
The pandemic has led to an increase in the demand for technical support beyond the typical chat or video session. Our technical teams must be equipped with resources that provide insight into deployed systems, allowing them to check the operating status and security compliance of remote systems quickly and efficiently. In addition, tools like Microsoft Intune, ManageEngine Endpoint Central, and Ivanti Endpoint Manager are necessary to address remote workers’ needs.
Self-Service Fueled by Knowledge
To keep up with demand, technical support teams have begun emphasizing self-service options. For these options to be effective, knowledge bases must be adaptable and updated frequently to address changes in the technology stack and within an organization (think HR and Finance). Access to a comprehensive knowledge base allows customers to uncover solutions to their issues quickly. This also means increased Service Desk productivity and consistent support — a win for all!
While service desks might not operate 24×7, the needs of their customers do. Intelligent kiosks like the IVM SmartCenter integrate with ticketing systems and allow customers to interact with Service Desk team members, contact-free. In addition to traditional video-based support, the SmartCenter gives customers the flexibility to securely pick up, exchange, or return hardware. Kiosks are ideal for remote locations, high traffic facilities and organizations who have adopted hybrid operations.
The COVID-19 pandemic has shifted the delivery of technical support significantly. Increased demand, remote support, cybersecurity, self-service options and automation are all things to keep top of mind as we maneuver through our new reality.