InvGate Blog

Even as we progress in what is now the “new normal,” the impact of the COVID-19 crisis continues to challenge IT service desks around the globe. But what about the challenges of your end users? IT professionals are techies and engineers. We love our gadgets and having new toys to play with. The rest of the business? Not so much. Using smartphones or apps will be second nature to most IT professionals but it’s a completely different story for some of our colleagues. To help, this blog looks at ways to best manage the shift in working practices for employees and their potentially new technology needs in the “new normal.”  

Topics: COVID-19

We think we can all agree that it’s not easy delivering the best IT support service to our colleagues at the moment. There’s a higher volume of tickets, a lack of people due to illness, social distancing, or self-isolation (with IT support staff remote working too), as well as limited equipment and delivery mechanisms. Plus, our customers are likely to feel differently, and isolated, when IT issues prevent them from doing the work they need to do while working at home.  It all means that keeping normal service levels going is a real challenge. To help, this blog explains how you can manage your queues effectively such that you and your team can better keep on top of the most important things.

Topics: COVID-19

The COVID-19 crisis has brought new ways of working to many employees, with them now confined to their homes. Likely using more technology – to get their work done – than ever. The crisis has also impacted how IT organizations work. In particular, being able to support the large increase in homeworkers. From the additional equipment and new IT solutions that have been required to the refocusing of IT support on the key employee issues such as the lack of connectivity impacting their productivity (while working from home). Plus, of course, your organization’s IT employees aren’t immune to the need to stay at, and work from, home either – with the ramifications this brings. 

Topics: enterprise service management, COVID-19

Service desk technicians and IT departments across the globe are under an unprecedented amount of strain due to the COVID-19 crisis. For instance, higher volumes of calls and longer days as a result, more demanding end users (who are unable to work at home because of technology issues), sick or absent colleagues making workloads harder to complete, and perhaps even homeworking themselves for the first time. All of which will undoubtedly harm their wellbeing and potentially even their mental health.   To help, with the potential issues here, this blog looks at ways to safeguard and better look after your IT support people. 

Topics: COVID-19, mental health

The COVID-19 crisis has changed the way that many employees work in a very short space of time. So, it’s no wonder that there are some frayed nerves out there. Employees are often having to adapt to working remotely, potentially with unfamiliar equipment and/or less-than-ideal workspaces. To help, this blog looks at ways to deal with frustrated end users and how best to help them effectively, efficiently, and with empathy.   

Topics: COVID-19

IT service desks everywhere are under pressure. The COVID-19 crisis has changed the way we work and how businesses are able to operate around the world. Employees might be ill, and others are self-isolating and having to work in completely different ways. Many IT service desks will be dealing with staff shortages, an influx of remote working tickets and equipment requests, and the potential negative effect on morale that these might bring. To help you, this blog looks at seven tips to help turn things around when your IT service desk is overwhelmed. Especially in a time of crisis. 

Topics: COVID-19

With the ongoing pandemic of the coronavirus continuing across the globe, many restrictions have been imposed on society with the risk of infection increasing and spreading; and as such, the need for looking after our health and wellbeing is greater than ever before. To diminish the spread of COVID-19 many of us have been adapting to working from home for the first time, struggling to balance work and home life together. This sudden, and disruptive, change, brings with it a lot of emotional challenges – ones that impact our mental health and wellbeing, potentially without us even realizing. So what can we do to keep ourselves fit, happy, and healthy during this coronavirus epidemic? Here we take a look.

Topics: COVID-19, mental health

The COVID-19 crisis continues to change the world in which we live and work, and the pressure is on for IT service desks to keep up with the many IT support requirements of employees who have suddenly found themselves working from home. Social distancing and remote working are the new normal and IT service desks need to maintain business services while delivering the best possible support experience to employees via multiple channels including phone, app or web browser, and email. All of which might result in the need for “hands-on” IT support. Or, now in these days of home working, the need for remote support.  To help your IT service desk to use remote support capabilities to its best advantage, this blog offers five tips for providing remote support efficiently and effectively while remaining people-focused. 

Topics: COVID-19, Home Working

In another COVID story, that looks at how InvGate’s customers are using its solutions to help with the many challenges of the COVID-19 crisis, Silvateam shares its experiences of enrolling in the InvGate COVID-19 response program. If the program is new to you, please read more about how InvGate has stepped up to help organizations – whether they are customers or not, and no matter where they are in the world – to deal with the many challenges that the global crisis has thrust upon them. We’re here to help your company too. 

Topics: COVID-19