In my last blog, we began to uncover the value a super user can bring to modern working environments and the need to bring these unknowing super users out of the shadows. Modern IT service desks should be the central hub for technological innovation within the workplace and empower users with the knowledge, technology and support they need. This will allow your workforce to solve their own day-to-day IT issues and champion wider innovative solutions throughout their career.
A recent example of where this has worked is with Hays Recruitment who wanted to provide employees with a broader choice of engagement channels to interact with IT service teams. This was in a drive for increased productivity enabled through the minimisation of system downtime. Hays has historically been positioned as the leading digital recruitment agency, being the first in the industry to adopt truly digital recruitment selection and placement. Revenue generation at Hays is dependent on the productivity of its 2,200-plus UK sales consultants, and with technology playing an ever-increasing role in the selection and placement of client’s, employees’ IT queries and issues need to be dealt with quickly.
At the end of 2015, Hays became an early adopter of Computacenter’s Next Generation Service Desk (NGSD) solution. The NGSD offering was well positioned to manage the business needs of Hays, providing a consumer-like, user-centric experience with anytime, anywhere IT support and knowledge delivered via an intuitive online portal and mobile app.
Although the NGSD solution can be integrated and laid on top of existing infrastructure, the success of the solution was not simply a golden bullet. Instead, Computacenter and the team at Hays needed to create a desirable business environment that would encourage the whole workforce to truly understand the capabilities of the technology, adopting the behaviour into their working norms. In order for this to take place, we offered a new approach to service desk deployment asking internal employees to agree, nominate or suggest business champions for each team, division or office.
The business champions are a perfect depiction of Computacenter’s overall approach to solution deployment, focusing on customer-centricity. The champions’ involvement in the concept formulisation stage are a vital aspect of the success of a modern service desk deployment, as they can tailor internal communication and drive behavioural change, whilst integrating unique capabilities that will benefit their internal workforce. Stephen Gerhardt, IT Production Services Director at Hays believes this was a key to its success, “The business champions helped drive the piloting and testing phases, and remain a great conduit for feedback from the user base.”
Through implementing the solution, a number of success factors were achieved including:
- 60% of IT support transactions at Hays Recruitment now happen online
- An average of 1,180 web chats and 370 self-logged incidents per month
- Hays does not display or offer the help desk phone number anywhere within the Hays ecosystem, replacing that with an NGSD widget
- Staff outside of the UK can log an incident at any time instead of having to wait for the service desk to open at 7am
By providing relevant and responsive support 24 hours a day, Hays are able to maximise the time that staff spend on revenue generating activities, which helps to drive profitable growth. The user-centric support experience will also contribute to greater staff retention and satisfaction moving forward.
Service desks have been involved in business operations for decades and have been doing a reasonable job at coping with operational IT service issues. By bringing exceptional user experience, combined with popular consumer features and a fully engaged workforce, an effective and streamlined service desk will transform productivity and efficiency whilst encouraging innovative developments in workplace technology. This enables the service desk and the workforce itself to move from an operational technology to a enablement experience, in relation to driving change and hosting innovative solutions.
Stay tuned for my next blog where I will explore the implementation techniques that allow the NGSD proposition to differentiate itself from market norms. To find out more on the rapid implementation that we rolled out with Hays, see the full case study here.