Good IT Support is harder to pin down than you’d think but deciding which technology is better than the next is pretty straightforward for most of us.
Who wouldn’t pick the latest iPhone or Android device over a flip-phone?
Actually, most senior citizens—but to their credit flip-phones never really die, they just regenerate into larger flip-phones. Bad example.
Point is we can rate, compare, trial, and study just about every digital technology on the market. We have endless information and visibility into the key variables that help determine strong versus weak technology.
But when our work devices and digital applications fail us, and IT Support is asked to intervene, we don’t really know the key components that make their services “good”.
L1 Tech Support can think good means less tickets.
A CIO can define it as a cost-savings KPI.
And employees can think good IT is synonymous with invisible IT—they want as little interaction with tech support as humanely possible. For them, IT should act the same as a covert security detail, hidden in plain sight but with the capability to identify and resolve issues before anybody else even notices.
What is good IT support?
If you search “what is good IT support?” on Google, you’ll find everything from technical metrics like MTTR and first time fix rates, to theories about the appropriate psycho-emotional traits of support technicians. While these points are all valid there are particular variables out there that we think are 100% irrefutable.
Any serious IT department needs these key factors:
ROI that is reliable, accurate and attributable to any IT project or initiative, no matter how big or small. We know exactly how to solve those dreaded 3 letters.
Contextualized surveys that collect timely and robust sentiment data. Most people ignore IT surveys because they are annoying and out of context. We know when and how to quickly collect digital employee feedback. See how we do it.
Clear, actionable dashboards that quickly give IT both a summary of their entire digital architecture and the ability to pin-point specific issues, down to the very user and device. IT Managers can save hundreds of hours troubleshooting problems by quickly zooming-in and zooming-out with the Nexthink platform.
AI-backed automations and remediations that are reliable and easy to perform. Most of what you see in the Nexthink platform is out-of-the-box. New automations and one-click remediations can be triggered in a matter of seconds, so no time is wasted writing out code or troubleshooting integrations with your ITSM tools.
A comprehensive Digital Employee Experience Score (DEX Score) that continuously tracks key areas of your IT infrastructure and digital employee engagement—a single metric that can accurately measure internal progress and benchmark against competitors in your own industry. Free up your data scientists, we got this one covered. The DEX Score is a simple yet powerful metric that can help you lead any digital transformation and monitoring project.
You now know what the variables are that truly matter, now you need help getting them.
If you’re serious about improving your IT services then: