A New Remote World: The Race for IT Support
The right IT support model can keep employee productivity high and company costs low, so executives have kept it in focus. For decades, IT support teams operated with tiered service models for employees. Then, consumer IT service – picture Apple’s Genius Bar – dramatically changed expectations. Executives at the most successful companies defined success as meeting this challenge of delivering faster, better, and less expensive technical support. Many Fortune 50 companies had already shifted from the tiered support model to an on-demand, walk-up TechBar model. Now, with remote work on the rise, executives are in a race to convert this in-person TechBar model to an online equivalent.
Executives are in a race to convert this in-person TechBar model to an online equivalent.
In today’s reality, companies that create online versions of their TechBars are positioned for success in the IT support race. By creating an online version of a TechBar, the IT support team creates a built-in opportunity to leverage ticket services, such as ServiceNow, while simultaneously reaching all employees – regardless of whether they’re in an office or working from home. And savvy IT executives can take the benefits a step further by leveraging the support ticket data to tailor educational programs for specific employee audiences. This kind of targeted IT service delivery has several benefits, including: increasing employee confidence/satisfaction in the IT team and reducing overall ticket numbers. Of course, fewer IT support tickets reduces support cost and the less quantifiable cost of lost productivity.
To maximize success with targeted data and skillfully reach employees, many top CIOs have found success partnering with HR/Learning & Development teams, as well as with internal marketing/communications. Together, the technology, HR, and communications teams build meaningful curriculum, while decreasing the generational skill gap.
Many top CIOs have found success partnering with HR/Learning & Development teams, as well as with internal marketing/communications.
Ellebridge knows how to best support companies large and small in their time of need when it comes to aligning technology, HR, and marketing/communication executives around the desired employee experience. And, once executives have aligned on the workplace framework, Ellebridge specializes in successfully communicating/marketing the new IT support model to employees, keeping the employee experience in focus. This requires change-management skills, internal marketing, knowledge of technology trends, and corporate communications, all of which Ellebridge keeps in focus. We’ve already helped global brands including NBCUniversal and the NBA strategize and shape their efficient and resilient support models. With our help, your company can enact a successful online IT support model that can be used for years to come.
Ellebridge knows how to best support companies large and small in their time of need when it comes to aligning technology, HR, and marketing/communication executives.
Contact Ellebridge to learn how we can help you and your teams launch your online support IT model.