The minute we hear about tech support, it sounds like a mundane task, until we need someone to do it for us. Additionally, organizations think that this is more of a non-core KRA, and therefore, prefer to outsource it to service providers who can take up the task and deliver it on an SLA basis.
However, what is even more important in the field of IT support is time. Time is money for most people and even the slightest amount of downtime can cause catastrophic damage to any organization. Hence, whenever there is an issue of downtime, it is most important to communicate effectively and efficiently and ensure that every minute is utilized to resolve the issue in a timely manner.
Even though communication is the key ingredient in IT support, there are some challenges and roadblocks that can turn into a barrier for seamless IT support:
Here are three critical roadblocks that can hinder successful IT support management:
1. One of the main roadblocks is the inability of users to describe the problem that they are facing. The solution could be as simple as restarting or rebooting the system, but because the user was not able to explain the exact nature of the problem, the support team member usually has a tough time in coming up with the right solution quickly. This typically ends up with a dissatisfied customer.
2. Imagine a situation in which the support executive who is at level 1 is assigned to a customer and is trying to capture all the details. However, since the L1 executive is not able to resolve the issue on his own, he must escalate it to the next person in the queue. If the L1 executive does not relay the exact message to the L2 executive, this could be a major source of confusion on what the actual problem is, which leaves the customer unhappy.
3. Sometimes, the issue is not a major one. The problem is so simple that it goes unnoticed. For example, an unplugged cable or a simple configuration changer may be the problem. Not recognizing simple problems can create a lot of back and forth communication and impacts the productivity of many users. This also increases downtime as the support team spends time in looking elsewhere for the solution.
The ideal scenario for eliminating these roadblocks is to provide a seamless support mechanism. This can be done by taking remote control and transfer of access or by doing all troubleshooting in unattended machines, which will not impact the downtime. Finally, mobile applications are the best way to take care of minor support queries. The objective of an IT support team is to resolve any issue with maximum efficiency and minimum time.
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