{"id":891,"date":"2020-08-13T10:00:31","date_gmt":"2020-08-13T09:00:31","guid":{"rendered":"http:\/\/51.75.254.207\/Club-Freelance\/?p=891"},"modified":"2022-10-10T16:21:58","modified_gmt":"2022-10-10T15:21:58","slug":"strengthening-the-it-support-team-top-back-to-school-challenge-for-cios","status":"publish","type":"post","link":"https:\/\/wp-uk.mindquest.io\/?p=891","title":{"rendered":"Strengthening the IT support team: the top back-to-school challenge for CIOs?"},"content":{"rendered":"

Many companies have been hit hard by the Covid-19 epidemic. Disruption was inescapable, from decline and suspension of activity to forced restructuring of teams and processes. IT teams were among the most impacted by these upheavals, as IT decision-makers had to take on a new role<\/a> to help their organizations navigate the crisis. Therefore their new mantra: adapt, anticipate, and reassure internally. Is then strengthening the IT support team the top back-to-school challenge for CIOs?<\/p>\n

As we approach the start of the new school year, the challenges for CIOs and other IT managers are increasing. Like who awaits impending doom, they are faced with the threat of a new lockdown at any minute. Adapting to a new way of working and conducting business won’t be easy either. <\/p>\n

It is now more strategic than ever to strengthen their IT support team, guaranteeing operational continuity and completing the digital and organizational transformation of the company. Yet budget and organisational constraint make this a challenging endeavour.<\/p>\n

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Strengthening the IT support – A front-line service<\/strong><\/h2>\n

IT support has always been a vital service
\nwithin the company. Operating as an internal customer service, it helps solve end-user
\nproblems, responds to all their requests related to the work environment, and
\nimproves productivity.<\/p>\n

In just months, the pandemic has
\nstrengthened the role of IT within organizations and propelled the IT service
\nto the front line. While some companies had to completely shut down activity
\nduring lockdown, many were able to remain active thanks to telework.<\/p>\n

But managing such a sudden and massive transition has required significant technical and organizational adaptation. Setting up collaboration tools, remote troubleshooting and technical assistance, rapid resolution of incidents, training of employees regarding cybersecurity risks… IT support teams had to put in long hours to ensure the proper functioning of remote work.<\/p>\n

Moreover, to complicate things, cybercrime has skyrocketed since the start of the pandemic and continues to rise. \u00a0Hackers are taking advantage of the human and organizational weaknesses of companies, targeting remote access points and employee email. Finding the right security experts has become a big challenge<\/a> for businesses in recent months.<\/p>\n

In short, IT support teams have made
\nthemselves more essential than ever.<\/p>\n

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Facing new challenges<\/strong><\/h2>\n

The challenges related to the Covid-19
\ncrisis add to a multitude of already existing challenges within IT support
\nteams. Issues such as cost reduction, process optimization and quality of
\nservice have only acquired more importance.<\/p>\n

The notion of the internal customer is
\nleading many companies to redefine their structure and put the user at the
\nheart of the process to improve employee experience. This perspective, which
\nbrings benefits like satisfaction and fluidity, often requires support teams to
\nunify points of contact, collect feedback and proactively participate in
\nimproving the image of the overall IT department.<\/p>\n

Another challenge: reducing tasks with low
\nadded value and exploiting technologies such as AI to automate as many
\noperations as possible. The idea here is to allow support teams to focus on
\nmore strategic tasks like provide guidance to users.<\/p>\n

IT support managers have also one more major new challenge: communication. They need to be transparent and reassuring with their team and play an important role in raising employee awareness about increased security threats.<\/p>\n

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Set up an adapted Talent Strategy for strengthening the IT support team<\/strong><\/h2>\n

To have a good IT support, you need to
\nstart by having a suitable team. Having the right people in place is an
\nessential condition for success, as it is often the skills and motivation that
\nmake the difference between an efficient support service and an insufficient one.<\/p>\n

But how do you make sure you have a strong
\nteam? You can start by following these few tips:<\/p>\n