IT Support for Home Workers

Multiply your service desk capacity with a modern digital service management platform

Separated from their colleagues, the service desk is a vital lifeline for your employees. The challenge for service desk managers is to support many more home workers—and provide a different kind of support because people are working differently.

You service desk needs to make sure your people get the technology they need, support when they need it, and new how-to knowledge to help them use unfamiliar collaboration technologies.

Because physical interaction isn’t an option, mass home working is driving a shift towards digital technologies which enable home workers to be productive. Likewise, the service desk needs modern digital technology to support an increase in home workers (without expanding the service desk). But, if you’re still using a legacy ITSM solution, you may not have the latest ITSM technology which is essential to providing all your employees with a great digital support experience.

Give them the technology they need

The best way to ensure your home working employees have the technology they need is a service catalog—a one-stop-shop for apps, devices, and services. Our assyst ITSM solution incorporates an award-winning service catalog which lets people quickly search and order the services they need, through a consumer-like web and mobile portal. Under the hood, automated service fulfilment reduces the cost of providing digital services to almost zero.

FIND OUT MORE: SERVICE CATALOG

Give them the help they need

Our assyst digital service management portal gives your employees choices in the way they get support. They can interact with a virtual agent chatbot, chat with a human agent, collaborate with their peers, search the knowledge base, or simply log a ticket if they want a service desk agent to investigate the issue for them. They get the help they need—without flooding the service desk with calls.

FIND OUT MORE: SELF-SERVICE PORTAL | VIRTUAL AGENT CHATBOT | KNOWLEDGE MANAGEMENT

Give them the know-how they need

The shift to home working demands a change in the way people work—and requires new IT services to support that change. The service desk must ensure employees have the know-how they require to transition smoothly to home working and be productive. With our assyst web portal you can centralize and control content. The right people get the right content at the right time—without losing a big slice of your budget to one-on-one training.

FIND OUT MORE: KNOWLEDGE MANAGEMENT

Transitioning to home working

Shifting an existing employee from office working to home working is like onboarding a new one—it’s about getting them set up with everything they need to be productive. Like onboarding, the transition experience will have a profound influence on how an employee rates the quality of your IT support, so it’s important to get it right. Our assyst solution helps you plan and execute a seamless shift to home working—driven by a powerful yet simple drag-and-drop service orchestration engine which automates delivery and cuts costs.

FIND OUT MORE: SERVICE ORCHESTRATION