IT self-service (desk): important & valuable

Supporting employees at a high level has become more complex for an IT service desk. This is because more people work from home and outside traditional office hours. Nevertheless, employees expect more and better support than ever. IT self-service, also known as self-service support, offers an IT service desk the opportunity to support employees better and faster.

What is IT self-service?

IT self-service ensures that employees are independently able to solve IT problems. Here, there is no contact between an employee and a IT service desk. With increasing technological opportunities, employees expect to be treated at the same level as customers. According to Paychex, 80% of employees expect self-service tools to be used more effectively for the digital workplace.

Self-service desk: the benefits

Facilitating self-service provides organizations with the following pros compared to direct service desk support:

• Time and cost savings: employees solve problems themselves, reducing the number of tickets submitted to the service desk.
• Work more efficiently: employees are able to solve problems immediately and do not have to wait for a service desk employee to help them.
• Always available quickly: employees have 24/7 self-service support available immediately, while this is often not the case with a service desk.
• Better (internal) customer experience: employees solve problems through validated processes and workflows.

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Types of self-service for employees

Facilitating self-service for employees is possible in various ways. Examples include knowledge bases, FAQs, how-to videos, virtual agents, chatbots, manuals, and digital work instructions. mostly digital work instructions, also known as digital manuals, are growing in popularity among organizations. Special platforms enable organizations to create, optimize and update digital work instructions at lightning speed.

Signs that IT self-service is necessary

Not fully convinced of the benefits of IT self-service yet? Check out the signs below that confirm that your organization needs IT self-service:

• There are many repetitive user questions submitted.
• Service desk KPI values are underwhelming.
• Valuable IT staff spends a lot of time on support.
• Users are dissatisfied with the current level of support.

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Facilitating IT self-service with digital work instructions

A trend in the field of IT self-service is the provision of current digital work instructions to employees. This is partly due to the benefits of new tools, software and platforms:

• Digital work instructions can be created and edited very quickly.
• Digital work instructions can be managed centrally.
• Digital work instructions can be used independently of time and place by end users.
• Digital work instructions can be created for each application.

Want to get started with IT self-service and digital work instructions yourself?

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