Quick wins required in IT support

Let’s face it, now is not the time for five-year plans or the upheaval of a major system upgrade. With business practices upended by the Covid-19 pandemic, the sensible thing to do is to keep your team safe, take one day at a time, and focus on incremental improvement.

From a business perspective, protecting your customer base will be uppermost in your mind during this time and that means ensuring, as best as you can, that service levels remain high. This is despite operating in a constrained environment.

The people who are helping you achieve this right now are your IT Support team. They are the ones receiving and prioritising your customer queries. Have they got the support they need to do their job effectively.

If you have put off introducing automation into the IT support process, then now might be time to consider it. This is especially relevant if your users or customers want to connect with IT support via email.

Automating the process of reading and prioritising emails can ease the team’s workload and free them for more high-value tasks. Here are six key questions to consider:

  1. Will automation save time and improve workflow?
  2. Will automation be easy to install?
  3. Will time saved be immediate?
  4. Will automation be low-risk and non-disruptive?
  5. Will it integrate seamlessly with existing systems?
  6. Will it be implemented without requiring staff to undergo specialist training?

Any time you introduce new technology, you want to know that it will evolve, as your business evolves. So, while this is about quick wins, you want to implement a solution that grows in capability and impact over time.

Find out how Bidfood New Zealand introduced automation into its IT service operation,

Bidfood Case Study

By Scott Green (Aportio CEO)
25 March, 2020