Like most everybody else right now, you're probably working from home. In all likelihood, your entire company is working from home. So what happens when somebody needs help restoring service to a critical application or triaging an error message? If your team is used to having onsite support, this shift in support management presents a big challenge. And even if you are used to having remote support, the increased demand from remote workers can disrupt service and impact efficiency.
Solving the issue of IT support for remote teams involves many factors. Perhaps the most significant is a well-built service desk solution. Handling requests through email, chat, or phone calls is inefficient and lacks any real ability to track or report on work. You need an easily-accessible, user-friendly, flexible service desk set up to stay ahead of the game. While there are multiple tools out there to solve this problem, Jira Service Desk is particularly well suited to handle the complicated and ever-changing environment:
Low Barrier to Entry: Getting new or additional service desk portals started is easy and requires a much smaller investment compared to other options. This is hugely helpful for teams who are short on time or resources.
Flexible Configuration: Making changes to service desk portals can be done quickly, and many can be delegated to other team members to take the burden off system admins. This allows your support team to react quickly to change and improve service quality to meet shifting demand.
Clean, Simple Interface: The front-end portal is easy for customers to navigate, reducing the number of clicks needed to get help. On the back end, service desk agents have the power of Jira at their hands with simplified queue management, allowing them to stay focused on top priority issues.
Capturing support requests through Jira Service Desk will help ensure your teams get the service they need in a timely manner while also providing tracking and visibility for IT management. More importantly, in this time of remote working, it provides a centralized system to manage the flow of communication and keep people engaged.
Not sure how to get started? Have questions? Get in touch with us to start a conversation so we can help your team navigate these challenging times!