Enterprise management must recognise the hidden challenges faced within IT systems. A productivity survey by Lakeside Software revealed that 40% of employees choose to endure technology issues silently, without reporting them to the help desk. But why?
These silent sufferers bear the burden of malfunctioning laptops and unreliable tablets, impacting their satisfaction and productivity. Their silence stems from various reasons. Some attempt to troubleshoot independently, while others avoid confrontation. Either way,this silent suffering translates to substantial losses in productivity and business outcomes for enterprise.
So, how can we effectively tackle this issue at the enterprise level?
Harnessing technology and AI to advance IT support
AI purpose-built for offers a transformative approach to enhancing the IT help desk experience. Using advanced Digital Employee Experience (DEX) technology ingrained with patented AI empowers organisations to streamline ticket management, expedite resolutions and, perhaps most important for enterprise management and employees, optimise productivity.
Here are three simple yet strategic ways that enterprises can reshape and improve the IT help desk experience of every employee, particularly silent sufferers:
1. Implement automated self-service support
Recognising that some employees prefer to do things themselves, deploying AI-driven IT support self-help automations for resolving common IT issues is imperative, especially since those issues often do not get reported.
By combining real-time device insights with automation, IT support can address recurring issues proactively and often autonomously, reducing help desk inquiries. One notable success story involved a multinational bank automating a recovery key process, preventing an estimated 800 monthly service desk calls. Furthermore, by integrating "self-healing" IT mechanisms proactively, an entire strategy will address issues before users even notice, minimising disruption and alleviating the help desk ticket burden on IT staff.
2. Deploy AI-powered intelligent support:
Bridging knowledge gaps with AI-based intelligent support systems significantly reduces the time IT has to spend searching for relevant and optimal IT resolutions. By deploying AI-driven help desk support, IT agents can use the co-pilot to swiftly access all the information needed to resolve user issues effectively and efficiently, cutting down research time and filling in knowledge gaps.
3. Embrace predictive, proactive issue resolution:
Thanks to AI's predictive capabilities, enterprises can anticipate and prevent potential disruptions, guaranteeing smoother operations. By leveraging AI-driven anomaly detection, IT teams gain unparalleled visibility into tech environments, giving them a practical advantage for maturing proactive IT. In allowing AI to assist the IT team to address issues proactively, business interruptions and employee downtime are significantly minimised.
By embracing AI-driven technologies, enterprise IT can revolutionise the IT help desk experience, providing automated self-service options, delivering precise support and proactively abating potential issues.
This transformation caters to silent sufferers but also enhances productivity and employee satisfaction across entire organisations. To ensure your enterprise management is tip-top, harnessing AI and other technological advancements to elevate IT support services will only drive unparalleled business performance.
