For years, IT experts and institutions have promoted the likes of Agile, ITSM, DevOps and other popular methods as a way for technology professionals to boost their own careers and to help departments break down complex modern work problems. And IT leaders have used these methods to communicate value (albeit reactively) to business executives to help explain the work they do between IT and non-IT people.
What’s the service desk ticket that finally broke the camel’s back? Andrew Cohen (Sr. Manager, Digital Workplace Services at Cox) never had to find out – because he transitioned to a proactive service desk. In other words: a service desk that isn’t weighed down by growing ticket counts, reoccurring issues, and non-responsive employees. In a recent BrightTALK-hosted webinar, Andrew shared some of his firsthand experiences with building a proactive IT team.
The turbulence of 2020 and increased remote working has meant that many businesses across the globe have been forced to make sudden and significant investments in hardware devices to support the working needs of their staff. Hardware companies like Apple, HP and Dell have been seeing a surge in personal computing/device sales to the point of shortages in the market.
When an IT incident negatively impacts employee experience, IT teams rush to remedy the issue – understandably, as a widespread incident can have major effects on employees’ productivity, security, and overall experience. Yet, so many IT teams find themselves drowning in support tickets even as they continue to resolve top call drivers (the incidents that affect the most employees and drive the most support requests).
We’ve all been there: the Zoom call that drops out in the middle of a crucial discussion; the browser application that won’t load when you badly need to access it. Network problems have been around since the dawn of the Internet, and they always will be. But during this recent period of remote working, connectivity issues have become a much bigger threat to workspace productivity and employee experience.
If someone predicted how IT roles will change in the coming years, they’d likely envision tech roles maturing around emerging and high-value new technologies, such as AI, data science, and the cloud, as well as an ongoing focus on cybersecurity across industries and business divisions. These topics frequently come up in discussions with tech leaders about the near future of IT roles. But many would be surprised by two major trends.
This one goes out to my fellow IT support leaders who might find themselves drowning in ticket data and stuck in reactive mode. I work as the Enhanced Support Services Lead at a global consulting firm where I manage my organization’s L2 support team and in-house Customer Experience Analytics team (CEA)—a group of individuals that I wish had by my side years ago—more on that later.
Even though lockdown in the UK is easing and shops are reopening, there remains a question mark around the timing for the return to the office. As the pandemic continues to impact society, many professionals find themselves continuing to conduct business from their home offices, dining rooms, or bedrooms.
Competition for good employees is fierce. Nearly all business leaders (95% according to a 2021 Robert Half study) say it’s challenging to find skilled professionals. So companies must invest in workplace experiences that can attract and retain talent. Competition for sales and market share is also tough, and that means companies must rely on top-tier talent to thrive in the digital era.
