Transform Your Employee Experience With Excellent IT Support

Introduction

We are living in a tech-disrupted world.

Your workforce has grown up around tech.

The employee experience combines three distinct factors: Culture, Technological environment & Physical environment.

The technological environment is all about the tools an employee needs to do their job, including the user interface, mobile/desktop/laptop, and different software to get their job done.

While being in tech, still 80% of Americans experience some type of frustration with technology every day. So, perpetually scaling up your IT support is important for improved employee experience.

Let’s understand how IT support matters for your employee experience and how you can scale up your IT support.

What is Employee Experience?

Employee experience is an employee’s journey from their own perspective, starting at the very initial stage of getting recruited through text recruiting till they stay with your organization. Factors such as organizational culture, work environment, growth opportunities, employee well-being, etc., matter a lot when offering a positive experience to employees.

Why is Employee Experience Important?

More Engaged Employees

Employees that are not engaging with each other properly can create a negative work environment/culture. It can also create a negative impact on the revenue of the company, as less engagement can result in less productivity of the employees. On the other hand, engaged employees can communicate with each other properly whenever facing any sort of issue, resulting in increased productivity and efficiency.

Retain More Employees

It’s hard for businesses to find quality employees. That is why once found and recruited; organizations need to ensure that they support their employees at every touchpoint. They must value every single employee that works in their organizations. Things such as employee well-being, work-life balance, flexible work arrangements, appreciation of their work, etc., enhance the employee’s experience and motivate them to do better. Organizations become successful in retaining employees when they start valuing every single employee and treating them all equally with the same respect.

Positive Workplace Environment

Every business wants to recruit employees that are highly skilled in order to make their organization grow. But do such employees with high skills and experience join any organization without having their own requirements? No. These skilled employees thrive in a workplace that offers them a positive and supportive work environment that can motivate them to give their 100% to work. A positive employee experience can also drive a deeper sense of community at work.

Delighted Employees

Delighted employees can benefit your organization in more than one way. When employees are happy with the organization, they give their 100% to make sure that they are helping the organization to grow from their end. According to a study by Oxford University, delighted employees are 13% more productive. And it is obvious that more productiveness of the employees can drive better results for the business.

Lower Employee Turnover Rate

Employee turnover is when employees leave your organization. And a low employee turnover rate refers that your employees are happy being a part of your organization. An increase in the employee turnover rate can cost your organization a lot from a financial point of view. It can also hamper the reputation of your organization. When you are not able to retain your skilled employees, it can also have a negative impact on the future goals of your organization.

Attract High-quality Candidates

Employees that feel they are embraced and supported by the organization will never think of living the organization. Before applying for a certain job role in your organization, the candidates ensure that they research a little bit about it. They seek the reviews of the employees that are already working in your organization via LinkedIn, Glassdoor, etc.

Through these reviews, the candidates can get a rough idea of how the organization is and whether they should start their new journey with your organization or not. But, one thing is for sure if your organization values the employees, it makes the decision-making process a lot easy for the candidate.

Here are Some of the Employee Experience Statistics

• Companies that invest in employee experience are 4x more profitable than those that do not.
• According to a report in 2022, one-third of all workers always or very often feel burned out at work.
• Only 12% of employees strongly agree that their organization does a great job of onboarding.
• More than 4.5 million people voluntarily left their jobs.

What Obstacles are Faced by Employees?

Tackling Drastic Changes

Employees face difficulties whenever the organization introduces a new kind of technology. They might not be able to use it properly and might need assistance to better understand it. Once understood, the new technology might help them in their work, but the initial challenge when they try to adopt it can be daunting.

Getting Stuck Due to IT issues

IT projects mainly have a deadline, and all the employees of the organization work hard to complete it before the deadline. But the major obstacle that stops them from doing so is the IT issues. These issues hamper the employee’s workflow, due to which they get stuck, and a lot of time might get wasted.

Requirement of High-quality IT Support

As we saw in the above point that the workflow of the employees gets hampered, or in worst-case scenarios, they might even get stuck due to some IT-related issues. For such scenarios, the employees require an IT support team that looks after their issues and offers them a quick solution so that they can continue doing their job without delays.

What Obstacles are Faced by the IT Support Teams?

Repetitive Queries of the Employees

Whenever any IT-related issues are faced by the employees, they reach out to the IT support teams in search of solutions. But most of the time, the queries raised by the employees are similar. It does not take long to find a solution to these queries, but it can consume a lot of time just to reply to these queries with the solution.

Taking too Long to Solve Employee Issues

Employees reach out to the IT support team and expect them to offer quick solutions so that they can move ahead with their work. But sometimes, it might not pan out this way. The support team might require more time than usual to find out the solution. There can be a number of reasons behind the delay in finding out a solution, such as misunderstanding of the issue, poor communication, inaccessible data, etc.

Not Having a Suitable IT Help Desk Software

Solving queries can be pretty daunting when done without the right software as it can consume excessive time, data cannot be easily accessed, communication is poor amongst team members, the productivity of the support team decreases, etc. All these can be reversed in a snap once you employ the IT help desk software. It comes with a lot of features that can help you streamline your support and also improve your support remarkably.

Poor Communication Amongst Team Members

When solving employee queries, communication plays a crucial role. Without communicating with other team members, you might get stuck, or you might end up offering the wrong solution to the employees. Sometimes it might also occur that, due to poor communication, the employee queries can become a lot more complex to solve.

Reasons Why IT Support is Important

Enhances Employee Support

The employees continuously face some or other issues when it comes to IT. For such instances, having an IT support team in place becomes very crucial. They can ensure that all employee queries are managed effectively and solved on or before time. This way, the IT support team can enhance employee support by offering them quick and correct support.

Quick Solutions to Complex IT Issues

IT issues can be considered one of the major factors behind the delays in the completion of projects. The issues can be easy to solve or complex, but one thing is for sure they would require the attention of the support team. The employees might not have the expertise required to solve these complex issues. One more added benefit of having a support team in place is that the time does not get wasted, they can find out the solution for your issue as soon as possible, and you start your work again without much delay.

Effective Data Management

Businesses possess a lot of crucial data about their customers as well as their employees. These data can be anything from the personal information of the employees to their bank details. Just imagine such crucial information getting hacked and accessed by some intruder. All this data can be misused for crimes. Businesses need to ensure that all this crucial data is kept safe. This is where having an IT support team comes in, they know the importance of this data and how to keep it safe. The IT support team can not only manage the data but also build a backup system that protects the data from getting breached.

Consistently Offers High-quality Service

IT issues require proper attention and expertise in order to get solved. Otherwise, the issue would not get resolved or it may take a lot of time to get resolved. That is why having high-quality IT support to tackle all employee queries is not just important but necessary. They are the ones who you can reach out to the support team whenever facing any issues related to IT. It could be any department from your organization. High-quality IT support can make a huge impact on the experience of your employee as well.

How Can IT Support Improve Employee Experience?

Make it Easy to Reach Out to the IT Support Team

Just imagine, being an employee, you have a deadline to complete a project but you are constantly facing some or the other issue and have no one to reach out to for help. It could be frustrating. Now, again just imagine, other employees of the organization facing the same issue. Putting it this way, makes us wonder how much time can get wasted and how much loss the organization has to bare when their employees are not able to work properly.

That is why, an IT support team can do wonders for your organization, as they can easily to reached out whenever the employee is facing any sort of issues. One more thing, organizations have to figure out is, how easy the process is of reaching out to the support team. If the process is complex your employees might not put in extra effort to reach out and would try solving the issues on their own and end up wasting a lot of time. So, always make sure your IT team is easy to reach out to, also remember to offer your employees omnichannel support.

Empower Employees with Self-service

Let’s suppose 90% of the time, employees may seek the help of the IT support team. But what about the other 10% when the IT support team is not available? The employees cannot afford to waste their time and wait for the IT support team to offer them a solution. In such instances, you as an organization can make sure that your employees are offered a backup option of self-service.

Self-service can put your employees in the driving seat. They can help themselves without depending much on the IT support team. They can just visit the knowledge base and refer to the articles that can help them solve their query. This way, what happens is they do not get stuck even when the IT support team is not around, they help themself and can get a little extra knowledge, etc. One more thing that can set apart self-service is that being a 24/7 support option it can allow employees to access it anytime they want.

Automation of Internal Processes

The IT support team gets a lot of repetitive queries. These queries can consume a lot of their time as they have to reply to all these queries manually. In the absence of IT service desk automation, solving repetitive tasks gets hectic. That is why automating internal processes of your support becomes crucial. Ensure that your support teams get the benefit of automation to streamline their workflow. Automation can not only help them save time but also make them more productive.

Strong Brand Impression and Loyalty

Employees are the faces of your organization. They can create a happy impression of your brand amongst the customers. Happy customers can work more effectively and can increase their productivity as well which can make a positive impact on the results of your business. As an organization, you need to ensure that not only your customers but your employees are also loyal to your business. As their loyalty is equally important, they need to trust in your vision and have faith in it. Because only then you can make a collective effort and achieve success.

User-friendly Service Catalog

Employees often require new hardware, software, etc. to cope up with their projects or when facing any sort of IT-related issue. Offering them a service catalog that they can use to request the needed service items can enhance their experience, as it reduces their efforts and saves a lot of their valuable time. With the help of these service catalogs, they can also track the status of their request. Thus, providing a user-friendly service catalog to your employees can enhance their experience a lot.

Conclusion

After reading this blog, one thing is for sure, we all know how important employees are for any organization and more importantly, how crucial it is to keep them delighted and motivated. You as an organization can try out a lot of things to ensure that your employees get an excellent working environment/culture. In this blog, to make it easy for you, we have mentioned how IT support can transform your Employee Experience.