For almost all organizations, it is an important goal to make ICT seamlessly match the activities and objectives of the organization. In fact, that ICT is used to create added value for the organization's customer. However, this is not easy. Indeed, bringing the organization and ICT together not only requires new cooperation models and technologies, but also takes a close look at daily activities. How do end users experience ICT and how important is it to support them in this?
Despite the fact that it is not always clear and is also difficult to measure, it is clear that many employees suffer from ICT problems. Out various studies it appears that even 20% of all end users spend one hour a day on ICT problems in the office. This ranges from startup issues to delays and printer issues. These problems are quite common, but they greatly affect the effectiveness and motivation of employees. Of course, this in turn has a negative impact on achieving organizational goals.
ICT problems therefore cause frustrations in the workplace, but more importantly, they cost the organization money. So you can imagine that organizations find IT support for end users important. five common situations where ICT support is required are:
In recent years, the infrastructure for business applications has become increasingly complex and dynamic. As great as innovations such as virtualization, cloud computing and software technologies are, they do make insight and overview difficult for end users. That she ICT support being able to use is therefore a logical consequence. Where end users would like help with ICT problems, the employer is usually happy to facilitate this. The better end users can make use of support, the faster they can get back to work and thus optimally contribute to achieving organizational goals.
In most large organizations, solving end users' ICT problems is invested in a ICT helpdesk. For the end user, this department is of great value. However, a high workload often means that the helpdesk is unable to provide end users with the right ICT support. The high workload is often caused by:
Nowadays, an organization's ICT helpdesk is increasingly using application work instructions, often in combination with a ticketing system, to provide end users with ICT support. Especially when it comes to questions about performing an action within an IT application, end users can be efficiently supported. Due to application work instructions, the ICT helpdesk often takes less time to solve a problem. In addition, it is an advantage that when end users have access to a platform with application work instructions, far fewer incidents will end up at the ICT helpdesk. This reduces the workload in that department.
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