Service Desk for Smart working: how to work from home without problems

Smart working

How to harness the potential of service desk, for smart working.

The globally experienced scenario, with the outbreak of the pandemic, brought enormous changes in companies, in the way they work remotely and in the fundamental role, assumed by service desk, for smart working.

The take-off of working from home, indeed, had strong impacts on companies’ organization and, in particular, on service desk, allowing the IT department to reaffirm its value, with respect to the organization and employees, in some ways.

In fact, now more than ever, IT and support teams are so heavily involved in helping with the migration of systems in use by office workers, to remote locations, playing a key role in companies' prompt business continuity responses.

Service desk for smart working: the IT support is necessary

A recent Gartner survey revealed that 67% of organizations will upgrade support systems for remote workers, in order to enable them to optimally perform their tasks from home.

This radical and permanent shift, towards new ways of working, also implies an evolution in the provision of the support and infrastructure, required for agile working. There is, therefore, an important review of the services and technologies, used to effectively deliver them, according to new business procedures.

For example, there is a need to ensure a stable Internet connection, a landline or mobile phone service and to have policies that address terms of use for devices, or for the network.

The Service Desk, in the context of smart working, identifies the provision of services needed by remote workers, ensures quick responses, in case of an incident or problem and can structure specific processes, related to the assets, in charge of the employee.

Which service desk tools facilitate smart working?

A structured path to address the construction of a smart working environment includes an analysis of the necessary and enabling technologies, collaboration, an efficient service desk system, that manages and coordinates the virtualization of the workstation.

A service desk solution, in fact, can manage:

  • • User profile
  • • Applications in use
  • • Access
  • • Operating System
  • • Other assigned hardware and software assets

With this approach, the smart workers will have the ability to have their own tools, to continue being operational from home.

3 main service desk tools for smart working

1. The Service Desk, especially thanks to Self-Service channels, aims to promote an excellent service experience to users, enriching itself with processes and automation logics, to be ever closer to the needs of remote workers.
Therefore, the service desk which offers self-service assistance channels, also available outside working hours and that the employee can consult in complete autonomy, is more enabling.
With respect to the theme of self-help, HelpdeskAdvanced has introduced the use of artificial intelligence in the support, providing the remote user, who is facing an operational problem, the possibility to use natural language, to ask for assistance, even h24.

2. Another central theme is collaboration, both as a business strategy and a choice of usable technologies and/or platforms. The integration between the Service Desk and the company's collaboration tool can be extremely useful, in speeding up contact methods, between the remote worker and the support team.
HelpdeskAdvanced, for example, integrates with Microsoft Teams, one of the main enterprise collaboration tools, to manage processes related to IT support or other fields.

3. The latest enabling tool, to accelerate and facilitate service desk activity for smart working, is Service Remote Control.
HelpdeskAdvanced integrates remote control features, allowing IT support staff to connect to user locations and unattended computers, to provide remote assistance. The service desk team, by clicking directly from the ticket, opened in HelpdeskAdvanced, activates the remote connection procedure, thanks to the integration with TeamViewer. This integration allows the support team to interface with any terminal on the network, providing remote assistance, promptly solving the reported problems.