In practice, we often see that organizations are busy. It takes a lot of IT people to get the job done, and they are hard to find. Service desks of organizations often have well-trained IT people who, in order to reduce the workload, take on certain jobs. But actually, these people should move on to other places within the organization. Because it’s in nobody’s interest if they’re doing work that does not actually enthuse them, and this is certainly true in the long term. It is better to focus on innovation or active management. Unfortunately they can often be found focussed on basic matters such as requesting certain rights for an employee or resetting passwords.
Put the right people in the right place.
What you, as a successful company, should really want is to get the right people in the right place. This means for example that you attract new employees to your service desk. These are often people with strong communication skills who enjoy listening carefully to customers, and who also have different types of soft skills. These are the exact qualities required to increase customer satisfaction. Of course there are quite a few IT people who can do this, but they generally do not enjoy working at a service desk.
Make your customer self-reliant
And there’s another important role. Because what would happen if we made customers more self-reliant in addition to giving them great help? For example, by explaining how to reset passwords themselves. Or by setting up the platform so they can easily and quickly assign rights to a specific role or employee. You would then be killing two birds with one stone:
1. Customer satisfaction increases thanks to the increased control they have over their own process. And customers are often more satisfied because they have been given better help. This is because they no longer have to wait days (or longer) for their application to be processed. Far too often, especially if a service desk really has too much work to do, the completion of a ticket takes a very long time. And we all know how annoying it is when a password reset seems to take ages, or a new employee has not yet been created in the system despite the first day of work approaching.
2. Any IT employee who is reluctant to work at the service desk can move on to a more suitable position within the organization. By looking at your workforce in this way, you actively focus on keeping people employable in the long term. And this is an advantage in a time when finding IT professionals is as hard as finding a needle in a haystack.
3. The service desk employee becomes more empowered because the workload decreases while the work becomes more fun. Very often. absenteeism is reduced because people feel better about themselves.
Finally, long story short…
What do we want to achieve with this article? We want you, the reader, to think carefully about how you currently have things arranged. Do you have the right people in the right place? Is every employee able to fully develop his/her talent in their current role? What do the service desk employees still do themselves that the customer could do via the Ydentic platform, and which would free up time for your employee to deal with other matters for the customer?
