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IT Support Must Step Up Its Game for DX

Digital transformation (DX) has made the consumers demand exceptional services as they are updated about almost everything trending globally. The conventional methods are no longer enough to make digital consumers happy as they expect more from IT service delivery.

In this article at ITSM.Tools, Sarah Lahav explains that the conventional IT help desk and service desk models need transformation.

Upgraded Services

In the last decade, the maturity level of digital services has improved a lot and the ‘one-size-fits-all’ approach is no longer accepted. Since the digital arena is ruled by digitally advanced consumers, even the rules of engagement are set by them. An outsourced or internal IT service desk might be good at fixing IT related issues while ensuring employee engagement. But the scope of improvement for customer-engagement capabilities is still vast. Now is the time for IT firms to reassess their IT support services and capabilities to bring out the best for their consumers. Here are four key areas to be focused on:

  • Service Support Strategy: The IT service desk needs to turn digital to understand their in-house ‘digital consumers’—that is employees, who have high expectations from IT support. To do so, IT companies need to assess their status quo and employee expectations. Observe the channels that the employees use to contact IT support and how they are different from what they use at home. Use this information to craft the IT support channels you will offer. Do not limit yourself to a specific technology and keep trying the new support technologies that are gaining traction in the digital arena.
  • Service Desk Operating Models: Seamless customer engagement is essential for the IT service desk and right approach is required to align it with the business needs and expectations of the consumers. Therefore, see if the IT service desk agents understand the characteristics and behaviors of their consumers. Gather this information to know the disconnect between the IT support status quo and the real business needs and form a strategy that fits all.
  • Modern Support Technology: As new technologies are augmenting human efficiency, IT support tasks will be surely automated in the future. However, to deliver the desired customer experience, one needs to look beyond the successful attempts.
  • IT Support Staff Skills and Capabilities: As service desk agents will be augmented soon by virtual agents, the expectations from them will be high too. Moreover, they will also be subject to address the high employee expectations, something that the technology cannot assist. In such circumstances, human agents need to understand how the customers reached them.

Therefore, the service desk agents need to remain adaptive from being the primary IT support interface, to work within a digitized IT support capability. Click on the following link to read the original article:

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