How the Digital Age Has Changed IT Support

IT Support Will Continue to Change

The information age has changed much of everyday life, with technology penetrating everything from social interactions to transportation. Not only has the digital age affected daily technological activities, but it has also greatly changed IT support. Interactive voice, virtual agents, guided knowledge, and smart home technologies have begun to reinvent IT support and services.

The traditional IT help desk model is long gone. Service desks used break-fix or incident management, but these tactics no longer meet the demands of people who work and need IT support. The digital world has changed expectations dramatically. Now, consumers are impacting operating models, service support strategies, the use of technology, and the skills of IT professionals.

Operation Models

Operation models are a company or organization’s approach to IT support. This is all about how the IT professionals are interacting with clients, which requires answering a number of question about the hierarchical support model. These include whether it’s applied to all situations, any sensitivity about who the client is, and if they are governed by service agreements. Furthermore, it depends on how the company views success. It is wise to adapt accordingly to the situation and style of support needed. Now it is vital to make sure support personnel are delegating correctly and adopting either situational or client-based models in specific departments.

Support Strategy

Understanding the extent to which clients are digital consumers and how this effects their expectations helps IT companies anticipate clients’ needs. Building a list of support-situations that commonly occur and asking clients what methods of communication they use to request technical support will help to discern what methods they prefer in certain situations.

Use of Technology

It is also imperative that the technicians know the latest technologies. Virtual agents and interactive voice are both tools to help. Remember that expectations are a huge part of IT support and determined by what the client does at home more often than work. Inspecting responses to requests and analyzing how they were involved with customers tells IT professionals a lot about how the client’s emotions are affected by what is happening.

Skills of IT Specialists

Considering all of these above factors, the skills of the IT specialist have greatly improved to meet the standards of technology and the expectations of our customers. This is only the beginning. IT will continue to advance as technology does the same.

Contact us today to get the IT support your business deserves. Matthijssen is always committed to superior IT support.