Bio-Techne

Incidents need to be resolved in the quickest time frame possible. At the same time, you need quality solutions to prevent recurrence of issues.

Fulfilling requests efficiently and consistently is equally important. Standard services such as access, hardware, software, onboarding and offboarding should be completed through clear and defined processes with known expectations. Support channels, self-service options and service definitions also need to be easy to find and easy to understand.

Quality of service also needs to be measured and improved. Performance is tracked using meaningful metrics such as response time, resolution time, customer satisfaction, and ticket health, and you need to utilize the data to drive improvements. IT should also focus technology to impact improvement of day-to-day operations and revenue. Along with that, there is a need to document procedure and known resolutions, promote self-service where possible, and automate common and redundant tasks to speed delivery and reduce manual work.

As IT support continues to evolve, AI, automation, and enhanced security integrations are shaping the next stages of IT support. Utilizing AI to improve data analytics and commit to proactive instead of reactive measures is one of the leading trends. Automation to optimize workflows and increase productivity, along with enhanced security integrations to better protect your environment while balancing user access needs, are also influencing IT client services in research-driven and technology-focused organizations.

Technical Problem Solving and User Experience

To balance technical problem-solving with a strong client-focused service culture, you need to set the expectation. They own the experience of taking any ticket from submission to resolution. Users need to know they are part of that process and will be kept informed. Quality service and technical excellence need to work in tandem, not in conflict with each other. This will lead to better solutions and user satisfaction.

 Don’t let knowledge live in a silo. Be open and transparent with what you know and share it. 

Once that foundation is in place, use the stability metrics and workflows as your guide to ask the “Whys” to find areas to improve the experience and increase efficiency in workflows. This process must place a high value on learning versus blame. The focus should be on learning from the process and not blaming past procedures or legacy systems for their deficiencies. If you keep the idea of “always looking for ways to do it better” front of mind, you will improve.

The Mindset Behind Effective IT Leadership

For IT professionals aspiring to leadership roles in client services and technology support, the focus should be not only on what is being accomplished but how it is done. Stay open to thinking about the user experience throughout the process of resolving the tickets, and think about not just fixing it but how do you prevent it.

That also requires clear and consistent communication. Communicate clearly and often, set clear expectations and be open to feedback. It is equally important to understand how your departments use technology while helping them resolve issues and improving their experience.

At the same time, utilize data to “tell the story.” Review your metrics to understand your gaps and how to fill them to drive improved service. Just as important, don’t let knowledge live in a silo. Be open and transparent with what you know and share it. Always look for ways to learn something new and accept feedback. The first step in learning is knowing you don’t know everything.