PRODUCTIVITY TOOLS
Employees are frustrated with the IT helpdesk: personal assistance has been replaced by a ticketing system that delays or leaves issues unresolved. Urgent cases often get escalated to managers, who then chase the right department themselves.
TOOLS AND APPLICATIONS
NEOITS Service Portal
MAIN TASKS
Managers tasks Learning tasks
ONE TIME TASKS
- Learn about laptops and operating systems
- Learn about work from home benefits
- Receive hardware (laptop, accessories)
- Setup hardware
- Login and resolve any account / authentication issues
SET INTERVAL
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FUNCTIONAL SPECIFIC
- IT: Provision, image new laptop
- IT: Answer support tickets
- MR: Enter research project into iTracker
AD HOC
- Install software
- Upgrade software, OS
- Get help / technical support
- Request computer upgrade / replacement
- Receive hardware (laptop, accessories)
- Setup equipment
- Login and resolve any account / authentication issues
- Order equipment for new hire.
PAIN POINTS & QUOTES
PAIN POINTS
- Employees feel highly frustrated when dealing with the IT helpdesk
- Language barriers
- Lack of training
- Lack of ownership
- Very low resolution performance
QUOTES
“We have like a chatbot to talk to but is not friendly, you don't get the answer, you can't solve you problem, you don't understand, you get frustrated, so you ask a colleague”
“I tried to purchase an external process, but did not work and support was not able to help us. They were not aware. We have been waiting for orders for at least 4 weeks”
“There is a language barrier […] I don't know how to fix it. I am not paid to understand how tech works, I am just paid to use it”
“I don't have a problem with the site, I do have it with the team and issues […] I don't think they are trained very well”
OPPORTUNITIES
- Empower the IT helpdesk team to take ownership of issues
- Break down language barriers
- Provide better, more specialized training for the IT team