Knowledge silos are a natural outcome of the way we’ve structured work.
Employees generally advance their careers within organizational verticals (like IT, HR, or Sales), building subject-matter expertise as they go. Horizontal career progression across different teams isn’t really a thing.
That’s part of why so many organizations have verticals (or teams) outside of which useful information just isn’t shared. Effective cross-team sharing of knowledge and information just isn’t built-in to the way many companies operate. And that results in avoidable losses in innovation, efficiency, and profitability.
Modern support automation tools demonstrably improve customer service. They give people tools to fix their own problems, leading to faster resolutions. They keep customers up-to-date on the status of their requests and let support teams pay more personal attention to complex problems.
Automation–especially in the form of artificial intelligence (AI) technologies–is set to have major impacts on the modern workplace. Many of those impacts are positive. The results of a 2017 survey showed that nearly half of all companies using automation felt the technology “either transformed or had a positive impact on their businesses in the last 12 months.”
Some impacts of automation can be negative—or at least perceived as negative. The biggest concern is that the adoption of automation will lead to layoffs. But the reality is that the benefits of implementing automation in the workplace far outweigh the disadvantages. And even the disadvantages are often exaggerated, better described as challenges.
Our approach is built on a fundamental premise: We believe business software can be lightweight and delightful. Even categories of software traditionally considered “boring” can feel rewarding to use when they’re designed with the user in mind.
We live in a knowledge economy, making knowledge one of the modern company’s most important assets.
How important? Consider these statistics:
Given the importance of knowledge to efficiency and productivity, it’s critical that organizations manage their knowledge effectively.
There are two ways to measure the performance of your IT help desk. The first is by monitoring metrics and tracking your progress toward KPIs. This provides a clear picture of the progress your team is making over time toward lowering costs, increasing output, expediting resolution, and providing quality service—meeting important goals.
But once you know how your team is doing today compared to how it was performing in the past, the next step is to benchmark your metrics against those of other companies. Without this second step, it’s difficult to know whether the standards you set are unachievable—or not aggressive enough.
You can use the following 35 IT help desk statistics to benchmark your team’s performance against others in the industry.
Let’s be honest. When your job is to keep the company and office running smoothly, you likely wear more hats than British monarchs.
You’ve got a million different to-dos to tick off your list, plus an onslaught of daily interruptions to handle and fires to put out—all with a smile on your face.
If repetitive run-the-business tasks are preventing you from focusing on big-picture projects, it’s time to look into your options for automating the office. These 11 office automation tools take the small stuff off your plate, letting you focus on more important work.
Technology roles are among the most difficult to fill. Demand exceeds supply in the industry, so talented tech workers can afford to be choosy when looking for work.
For IT teams, this makes retention crucial. When you struggle to replace employees who voluntarily leave the company, there are negative impacts to productivity, customer service, information security, and profitability. Employee loyalty is essential to your success.
So what inspires loyalty? Job satisfaction. Satisfied employees are less likely to look for new work and less likely to consider other opportunities. The latter is especially important in IT because the average IT pro receives 32 job solicitations each week.
When an employee quits her job or retires, the company she leaves doesn’t just lose an employee—it loses all of the knowledge that employee gained during her tenure. That loss of knowledge has a cost: it’s estimated to cost Fortune 500 companies $31.5 billion each year.
While the cost of knowledge loss may not be quite so large for SMBs, the impacts can be more detrimental. In an enterprise, more employees typically means more overlap in roles—more shared knowledge. But in a small business, there’s often a single person in charge of crucial knowledge areas like HR, IT, or finance.
Support roles are dynamic. No two days are the same. Your day-to-day tasks on an internal support team are entirely contingent on what everyone else is doing—and struggling to do.
Your fellow employees rely on you to get their own jobs done. The problems on the plates of your coworkers are your problems, too. You field questions that can’t wait for answers, handle problems that only you have the tools to resolve.
It’s a lot of pressure, so it takes a very particular set of qualities and skills to succeed in a support role. When hiring support staff—or working to improve the service you provide—use these 15 help desk skills to define stellar support in the workplace.