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The End User Experience of Remote Service Desk Support

Your vehicle has broken down on the highway. Do you know how to get it going again?  From an end-user perspective, having to wait for help is frustrating. It wastes time, creates stress, imbalances the day, and could be costly.  

What would happen if your IT infrastructure was ill-supported and faulty, resulting in a breakdown? Would you know what to do to recover and get your employees and company on the road again? 

IT is Influential 

Employees are your biggest assets and are, at times, at the mercy of the IT system you have in place. Users feel the brunt of a system outage, a slow network, or faulty applications. If work stalls, management can lose patience quickly. 

Enlisting the expertise of a remote IT service desk is an effective solution in providing reliability, timeliness, and efficiency. Having professionally trained staff with the expertise and knowledge to resolve issues quickly and accurately is vital. Partnering with an IT provider who delivers quality, dedicated customer service can help employees feel supported, impacting the productivity of your entire company in a positive way.  

It is important that your workforce feels heard and supported by their IT presence. To encourage this, the service desk environment must involve: 

  1. Solid Communication. Information exchange is vital and depends on both the technician providing the assistance and the environment from which they are working. For example, a noisy work space with an inadequate headset may result in poor audio quality, frustrating the end user. A technician who seems distracted or is less than communicative regarding the issue at hand may escalate an already stressful moment, reflecting in a poor user experience.  
  2. Readiness and availability. Remote is the new work motto and signifies anytime and anywhere support. A 24/7/365 model is critical for more businesses than ever before.  
  3. Timeliness. An IT team is one of investigative troubleshooting and their work needs to happen quickly. End users are at a halt until their issue is resolved. Technicians need to react as if their own productivity is getting stalled. They must approach their service from an internal level of understanding. 
  4. Courtesy and empathy. Feeling heard and understood is what customer service does, and the service desk is a customer-oriented entity. IT personnel need to be understanding and encouraging. This starts from recruitment. Finding employees who have an innate sense of empathy are easier to train on service desk details, rather than having to teach scholarly yet flat persona, how to be understanding and upbeat. Providing ongoing training that covers job skills that correspond well with personality attributes helps to keep technicians poised from both angles. 

Remote Services Teach and Rescue

When IT isn’t the core function of a company, they often partner with an expert service provider. Doing so offers several benefits and advantages including:   

  • Convenience for the End-User: Your workers can remain at their desks while the technician performs the task or service remotely. 
  • Employee Interaction: Your employees engage in conversation with the tech and feel involved in the process, learning tips and tricks for improved maneuverability. 
  • Extended Service Hours: Remote IT technicians are available beyond normal work hours and within multiple time zones, to assist someone working early, late, or in another location.  
  • Metrics and Monitoring: Your IT partner utilizes metrics to monitor multiple aspects of the remote system, providing you with knowledge on what could be improved.  
  • Preemptive Approach: Issues and trends are documented and tracked, allowing for preventative measures and the opportunity to fix things before they get worse or fail.  
  • Access to resources and knowledge: Enlisting the help and guidance of an IT services provider immediately gives your business access to years of tenure and experience within the IT realm. From storage solutions to cybersecurity, your IT department will have continued resources for you and your team. 
  • Heightened security: Internal IT technicians are immediate problem-solvers. Businesses have a ‘bigger picture’ for their technological positioning, but initiatives and efforts often get overshadowed by the here and now. Enlisting a team of experts that span tiers and possess a strong knowledge-base contribute in a beneficial way, keeping your business protected and competitive. 
  • Decreased overhead: The elimination of hardware, workspace, workers’ compensation payments, salaries, recruitment, and retention are removed from the budget. Licensure is part of the SLA. 
  • Scalability: Remote services are flexible and allow for scaling up or down as your business dictates. It is a relationship geared to making sure that your business is aligned in the best way possible. 
  • Various Models: Remote IT comes in several shapes and sizes, and offers different aspects of support, timing, and cost. Onshore and offshore models are often compared for pricing and timing. Tiers offer support that is specific to the issue, and its level of intensity. Remote IT is a vessel for open resources with solutions that are tailored to your business. 

Roadside Assistance

An effective IT support system is vital for your overall business functionality – from managing infrastructure and user issues to the overall attitude and productivity of your employees. It allows a company to focus on its core business and achieve its goals more efficiently and effectively. 

Rather than being stuck on the side of the road waiting for help to arrive (and potentially without all of the needed tools), a remote IT service desk can help your business remain productive. If an IT setback occurs, your employees know to make one call, and they will get the help and support they need, no matter where they are or when they need it.   

 

Learn more about our services and how Cayuse can help your business with its IT presence.

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