What IT agents really want for Christmas
It’s finally the most wonderful time of the year, and this calls for a blog post on what service desk agents really want for Christmas! In addition to a warm blanket, a holiday watchlist, and a steaming cup of hot cocoa, IT agents could also use these service management functions for an extra merry holiday season.
Continue reading to find out what they are:
1. A self-service portal to avoid shoulder tapping incidents
If there’s one thing that everyone and not just IT agents could benefit from, it is a self-service portal that empowers end-users to raise tickets on their own. A self-service portal allows you to provide information and services so users from different teams can help themselves at any time, anywhere. And the best part? IT agents can drink their hot cocoa in peace without being tapped on the shoulder. Talk about a win-win solution!
2. An enriched knowledge base to deflect tickets.
An enriched knowledge base allows end-users to find answers to issues on their own from the self-service portal. By leveraging features like smart auto-suggesters, you can proactively suggest solutions to issues even before the end-user raises a ticket. This way, IT agents have more time to take care of other high-priority tasks like, say, building a snowman or baking Christmas treats.
3. Workflow automators to reduce manual efforts
Manual efforts are worth it only if you’re building a gingerbread house from scratch. Not for redundant tasks like assigning tickets to the right agent or team, following up on approval, and so on. By using workflow automators, you can auto-assign tickets to the right agents or groups, set up multilevel approvals, and automate processes like travel desk approvals, and employee onboarding, among other things.
4. An extra pair of (virtual) hands to power through the holiday requests
Just like how Santa and the elves work together to power through the holiday season, IT agents can use an extra pair of hands from the virtual agents to relieve them from performing mundane work. By deploying virtual agents, end users can chat 24*7 with the virtual agent using natural language to resolve their queries. You can also connect your virtual agent with your orchestration capabilities to instantly fulfill service requests such as password reset, adding employees to an email distribution list, granting access to software tools, and so on.
5. Milk, cookies, and a large serving of enhanced employee experience.
At the end of the day, what IT agents really want is a scalable service management solution that puts employees at the center of their business. Solutions, with futuristic self-service experience, user-friendly service catalog, and a robust knowledge base will help IT agents execute their tasks more efficiently and increase productivity. And trust me when I say this, milk and cookies taste so much better when you don’t frequently run into issues with clunky systems!
Well, that brings us to the end of the article. What kind of additional service management features do you think IT agents could really use this Christmas? Let me know in the comments!