Blog How Workplace Services Help Your Business Power Modern Work
By David Downs / 11 Jul 2023
Modern, cost-effective end-user support is easier to achieve than you might think — and it makes your workplace stronger while taking stress off your plate. Let’s explore the key components of modern end-user support that lowers costs, transforms support, drives operational excellence, and increases user satisfaction.
End-user support challenges
Employees have mobilized, and business is no longer confined to a fixed office space. We’re living in the era of the hybrid workforce with employees working from home, the coffee shop, or on the go. This work-from-anywhere environment requires a new approach to IT support.
Regardless of where end users work, they need access to intuitive IT support — but many organizations are still struggling to meet this need. Here are some of the most common challenges we see:
- Internal IT technicians are swamped with basic end-user support needs for app support, PC break/fix, and device requests that are logistically challenging.
- Employee support has become expensive.
- Resolution times are lengthy.
- Poor, unwieldy end-user experiences have resulted in a loss in productivity for all involved.
Benefits of modern end-user support with workplace services
Many organizations are taking advantage of modern workplace services to streamline and manage end-user environments, deliver support to transform IT processes, and empower employee productivity. From common help desk issues to device replacement, solutions like Insight Modern Workplace Services integrate with your organization to fill the gaps — meeting end-user needs, simplifying internal processes, and enabling IT to refocus on strategic priorities. You can expect benefits such as:
- Lowering the cost of end-user IT support
- Resolving common issues with automated self-help service
- Accessing agents up to 24/7 via phone, email, and chat
- Providing one-to-one live support, virtually (or in person for more complex issues)
- Reducing downtime with streamlined device swap options
What to look for in a digital workplace services solution
At Insight, three critical support elements come together to drive drastic improvements in our clients’ environments:
Service Desk capabilities that lower costs for better end-user support with a focus on self-service
Insight Tech Hub that offers direct access to Level 2 (L2) technicians via scheduled virtual or in-person appointments
Digital Employee Experience (DEX) services that proactively monitor and resolve issues impacting the digital employee experience
Here’s a breakdown of each component:
Service Desk
- An experienced service desk that acts as a seamless extension of your team with ITIL and SLA-based delivery
- Integrated self-service capabilities within a user-friendly, branded support portal
- Fully managed program that provides real-time reporting and actionable analytics
- Committed continuous improvement and cost savings built into your contract
Insight Tech Hub
- Virtual or walk-up L2 support users can reserve appointments with simple scheduling
- Virtual appointments held over enterprise collaboration tools with remote diagnostics
- Experienced and certified technicians supporting complex incidents and requests
- Reintroduces the personalized IT experience users received while working in an office
DEX services
- Reduces employee downtime with proactive problem resolution to eliminate issues before users are impacted
- Deploys proactive endpoint and employee experience monitoring software and services
- Establishes a real-time DEX score to focus on reducing friction between your users and their devices and applications
- Helps achieve positive ROI with ticket avoidance and faster resolution to drive CSAT and cost savings
Modern workplace: what does it mean?
In this video, Insight experts break down the components of a digital-first workplace, what today's end users expect — and how to get started on the right foot.
Embrace the future of work with confidence.
Whether your workforce is remote, in-office, or hybrid — you stand to gain a host of benefits with modern workplace services. At Insight, we’re seeing clients across every industry lower the cost of support for employees while providing an experience that meets modern-day expectations.
Achieve your digital transformation goals. Explore our capabilities to architect, implement, manage and secure innovative IT solutions.
David Downs
Product Owner, Cybersecurity, Insight
A proven and dynamic IT leader, David joined Insight in 2010. He's currently dedicated to envisioning, designing and building service offerings that improve the employee experience with technology and support. If you’re looking for transformational workplace services that will drive your company’s productivity, achieve business outcomes and optimize costs — David can help you craft that solution.
