Today, 67% of people say their service department is doing great, which seems like things are going pretty well. However, only one 42% To speak they don’t have long term IT problems. It’s an issue that we need to talk about.
What does that mean?
First, people in IT are doing great. Despite the remote work transition, IT teams are doing their best to help users combat the relentless wave of technical problems. With 67% approval, there is a clear consensus: When people interact with the service desk (and IT in general), their needs are met.
Unfortunately, that doesn’t mean users have a good overall tech experience. Almost 60% of users said that to some extent they had a technical problem that couldn’t be fixed by the service department. There is a systemic problem: Despite the best efforts of IT, technology does not meet employee expectations.
Why is it important?
Many people may think this fact is unfortunate, but it is important to realize that this one has a direct drain on employee productivity and experience (EX).
Think of it this way: Employees at your organization are hired to do a job. Overall, staff would like to make it work – in fact, primary A predictor of employee engagement is the ability to make progress in their daily journey or “be productive in their role.” This plays an important role in an employee’s professional life.
Today, almost every action a person can perform in the workplace – from phoning a prospect to talking to a coworker to filling out a leave request – is performed by technology. When that technology fails or breaks in a way that’s not even completely – like a flickering screen on their laptop, slow VPN loading, or frequent network interruptions – it affects their ability to perform. the work of each employee. Unfortunately, the system technology disruption that prevents employees from performing their function is an organization that tells employees that their function is not important.
So what can we do?
Why These errors persist very simply: IT has severe resource constraints and often lacks visibility into the user experience. IT has been seen as a cost center and too “lean optimizer” – aka undercapitalized. In most organizations, employee experience has only recently become a priority and is often the last factor considered when buying a business’s technology.
To better meet the needs of employees, a change is needed in the way we think about the tech experience. We’ll talk about how organizations can pursue this in an upcoming report on the state of the service desk, but business leaders must know that to better deliver EX, IT assurance Having a seat at the table is step one to understanding how technology can best serve employees.
To begin this process, organizations need to think beyond service interactions and standard metrics. There are two parts to solving this problem:
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Develop a better understanding of the employee’s environmental experience.
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Be more proactive to address issues that affect longtime employees’ experience.
This post was written by Analyst William McKeon-White and it appeared originally this.
