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Home News room Remodelling the Service Desk for your Digital Workplace
Acora is a UK based, award-winning IT services and technology company with over 25 years’ experience. We provide a range of IT support and Microsoft-centric business software and cloud solutions to help mid-market organisations modernise their IT so they can compete and win in the digital economy. More than 200 clients trust us to take responsibility for part, or all of their IT from solution design to support.
The Digital Workplace has been with us for a while now. It’s a movable concept of fluid, flexible and enabling technologies that are being used to liberate organisations, their managers, their workers and their resources from the traditional constraints of fixed-everything working.In a Digital Workplace, one or more workers, in one or more places, can do one or more tasks, using one or more platforms via one or more devices at any point in a time zone-free day (or night). This provides the organisation with increased performance, optimised efficiencies and as a result, otherwise unimaginable competitive and commercial advantage.From the IT leaders’ viewpoint, things look rather different. Devices, platforms, applications and intentions are no longer as easy to keep tabs on as once they were. The needs of end-users are less easy to anticipate or to provide for. All of this can result in IT Leaders all too easily finding themselves attempting to tackle today’s challenge, using tools designed for yesterday’s technology.
As a company that provides IT support to organisations in a diverse range of verticals, Acora believes the Digital Workplace poses four specific challenges for IT leaders:
IT leaders whose remit involves supporting a Digital Workplace have no alternative but to embrace a total transformation, in order to provide the business with effective support.Traditional channels alone will not cut it. When asked, employees prefer “asking a colleague” or “looking online or using a self-help resource.” In the new Workplace, users require multi-channel access to support to drive satisfaction and engagement. To deliver this, IT leaders need to look at instant messaging, self-help resources, knowledge guides, desk-side briefing sessions and webinars etc.Once the new support channels are deployed, the traditional measures also need to change. After all, user satisfaction is the key metric.Deploying an effective workplace transformation capability could be the trigger to looking for external support, either for implementation or ongoing managed support. The value being chased in productivity and collaboration are perhaps the areas in-house resources are best focused on leaving support and BAU to a managed service provider working for you, to your SLA’s.
If you’re managing a Digital Workplace transformation, we’d be very happy to talk with you. Get in touch.
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