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New Findings: Modernizing the IT Service Desk Leads to Improved Employee Experience

Posted by on September 02, 2020

Modern Service Desk for Employee Experience

As businesses enter the second half of 2020, many executives are seeking a more strategic service desk that prioritizes safe, productive, and reliable employee experiences. Our new research released illustrates how the novel coronavirus has impacted employee experience and the opportunities for service management technology to better enable the workforce.

The research findings are outlined in the whitepaper we released along with our partner, PowWow Mobile and StarCIO, targeting business executives and leaders of companies with at least 2,000 employees from selected industries. It focused on the shift to remote working, goals on providing excellent employee experiences, and perceptions of the IT service desk’s practices and technologies when responding to employee requests and problems.

Respondents to the survey expressed multiple employee experience priorities, including safety, productivity, and quality of operations. However, they required that their IT service desk meet basic expectations, and almost 50 percent of respondents state that time to resolve tickets must be improved.

Almost 50 percent of C-level and VP respondents recognize that the service desk platforms need upgrades to support employees working anywhere, integrations with other enterprise SaaS tools, self-service capabilities, and integrations with messaging applications.

“We love to hear directly from the market—what they are experiencing, and service management can have the biggest impact on their business,” said Matt Klassen, Vice President of Product Marketing, Cherwell. “These survey results reminded us that the basics like fast MTTR will always matter, and that the market is looking for better self-service experiences that drive real engagement and productivity.”

The whitepaper outlines how companies can achieve the following going into the second half of this year:

1. Enable remote work as a strategic priority: The findings concluded that remote working requires IT to provide exceptional basic services, including onboarding, responding requests, and solving issues. Almost 50 percent of survey respondents did not feel that their current service desk tools are providing great experiences.

2. Focus on productivity, safety, and having the best-in-class tools: The results of the survey highlighted that many C-level executives expect more from their service desk solutions. It’s the nimble platforms that enable IT to respond to new opportunities and risks more efficiently. This provides ample opportunity for low-code platforms to establish themselves as a differentiator and improve IT productivity.

3. Improved technology capabilities that drive employee experience: Respondents focused on “first things first” issues with the service desk, highlighting that ticket resolution time, lack of ownership, closing issues prematurely were the top concerns.

For more information, download the whitepaper “Modernizing the IT Service Desk: Enabling Great Employee Experiences” to learn more.

Download the Whitepaper