InvGate Blog

The COVID-19 crisis changed the world on both a social and business level, with IT departments not immune to its impact. Many have seen an unprecedented number of requests for help, with them needing to manage an ever-increasing queue of tickets with reduced resources and trying to maintain service levels in a socially distanced environment. As we emerge from the crisis into what many are calling the “new normal,” we think it’s fair to say that we’ve all had to collectively up our IT support game. Not only to cope with the operational changes imposed on us but also to cater to the rising employee expectations. To help, this blog looks at how to improve your IT service desk’s employee experience in the new normal across eight key areas.

As we all try to return to some semblance of normality post-pandemic, your IT service desk will no doubt be looking to make changes that reflect the now-different business needs and priorities – with these in part influenced by the employees who are now likely working differently to versus pre-crisis. There’s much that might need to change and to undertake the required evolution of IT support well there’s a need to ensure that your portfolio of service desk metrics and key performance indicators (KPIs) is fit-for-purpose. To help, this blog looks at some of the common performance management issues that could derail your improvement activities before offering some key tips for getting your metrics aligned with the needs of the ‘new normal’.

While the worst part of the COVID-19 crisis might be behind us, “we’re not out of the woods yet.” Most organizations are trying to adapt to the “new normal” – even though the new normal has yet to fully materialize yet – and we’re still living and working in the shadow of a potential second wave. Even if localized rather than national. In many ways, your IT service desk is in a position of rebuilding for this new normal. Both rebuilding how it delivers service and support to the parent organization and supporting that organization as it rebuilds itself too. As part of this rebuilding effort, it’s important to understand what will need to change – with a big part of this influenced by the challenges that your IT service desk, and the wider organization, will come across through the rest of 2020 and perhaps into 2021 too. To help, this blog considers six of the key challenges that your IT support organization is likely to face.