The year 2020 was a unique time that brought many challenges both personally and professionally. In the context of the IT world, we saw a variety of new trends make a big impact, such as the rise of remote work and the need for online communication solutions. Now that it’s 2021 and the business climate has changed once again, what are the biggest topics affecting IT support services this year?
IT Support Trends
Everything from new technology innovations to work culture can have an effect on the direction of IT support. As a result, this service has to constantly evolve to suit the technical demands of business. Which is why trends tend to change from year to year. Here are the main points of talk for IT support in 2021.
A Renewed Importance for IT Service Desk Optimization
The pandemic forced many businesses to adopt a work from home business model. Consequently, employees who were affected by this change became much more reliant on technology in general. Out of this grew a need to change the traditional ways of delivering IT support.
To prevent interruptions that could lead to downtime, IT support needs to be better, faster, and cheaper than ever. The key to achieving this goal is through IT support optimization. The more optimized support is, the more efficient technicians can be when delivering solutions. While this was a trend that started last year, it continues to be a trend this year.
Elevate Customer Experience Expectations
The ultimate goal of IT support is to help employees and make sure their technology is functioning properly. However, expectations of IT specialists have changed as the workforce has become more remote. Along with providing solutions, there is now an elevated sense that IT specialists should also focus on providing a better customer service experience.
In this situation, customer experience refers to delivering better means of communication. This includes enabling multichannel communication processes, introducing chatbots, and providing access to a self-help knowledge base. These measures can improve reputation and create a work environment free of frustration.
Workflow Automation
The current push to automate processes is speeding up. With automation, organizations can use technology to take care of mundane and repetitive business operations. Not only does this help reduce employee stress, but it also allows workers to be more efficient and productive. We should see a steep incline in automation throughout the foreseeable future.
Value Affirmation
These days it’s important to understand the value you’re getting from the services you use. This includes the different levels of IT support you get from your IT department or managed service provider (MSP).
If you were to contact IT support and ask what value they bring to your organization, what would they say? If it’s something similar to, “We fix things and provide new technology,” that’s not a good enough answer. There’s an increasing desire for IT support to demonstrate their worth. For example, if an IT issue is fixed, but the employee is still unable to do their job, then where’s the value of the service?
That’s why we’re seeing a push this year to change how companies look for value in their IT support. Many companies are now taking factors like employee productivity, business efficiency, and support availability into consideration.
The Continuing Growth of Internet of Things Solutions
The internet of things (IoT) is nothing new, but it has been gaining popularity and continues to do so in 2021. This solution focuses on the direct integration and interconnectedness of computer systems and IT devices. Simply put, it enables the exchange and transfer of data through the internet. The biggest benefit of IoT is having the ability to control all connected devices from a single spot.
An increasing number of organizations are searching for help in integrating IoT into their existing networks. As a result, IT support is expected to be the go-to source for assistance with this solution.
Get IT Support You Can Count On
The Logic Group offers a comprehensive list of IT services you can use to improve your business. From managed IT support to IT compliance, we have everything you need. If you’re looking for something more personalized, we are able to tailor our services to fit naturally with your operations.
Contact us to learn more about the IT services we offer.
