Enhancing End-User IT Engagement: A Strategic Imperative for IT Leaders
Joseph Whyles
Head of Customer Success - US | UK&I | DEX Improvement Expert | Helping modern IT teams bridge the gap between driving greater efficiency while ensuring watertight security readiness and a top end-user IT experience.
In my interactions with over 50 IT leaders last year regarding the paramount challenges in enhancing end-user IT experiences and operations, a common theme emerged: end-user engagement is the number one hurdle. Achieving effective assistance for end-users is inherently challenging if they do not actively engage with IT departments to share feedback and elucidate the issues they encounter.
This problem is not isolated. According to CIO Insights, a staggering 53% of technical problems are not initially reported to IT departments. Many end-users prefer to attempt resolving issues independently, seek help from non-IT colleagues, or refrain from reporting due to the perceived triviality of the issue or time constraints. This trend leaves many IT teams grappling in the dark, needing clear visibility into the daily challenges end-users face. This lack of insight goes beyond just impacting user experience—it significantly hampers the security readiness of end-user devices. It complicates their management and maintenance, escalating the pressure on IT resources. Typically, when IT is informed of an issue, it has escalated significantly, affecting the end-user profoundly.
The traditional reactive model of end-user IT support is becoming increasingly obsolete. However, there are pragmatic, data-driven solutions available that can revitalize how IT departments regain control. One effective strategy is the implementation of proactive feedback mechanisms. These systems empower end-users to volunteer feedback about their experiences and enable IT to issue targeted surveys concerning specific issues with their digital tools. This approach cultivates a positive feedback loop, making end-users feel valued and heard, thereby encouraging a more proactive model of issue resolution.
For IT departments aiming to improve engagement with end-users, a shift in approach is necessary. Below are five straightforward steps to enhance your end-user IT experience, paving the way for smarter, not harder, IT work:
Implement Regular Feedback Channels: Establish continuous, open channels for feedback, such as regular surveys or digital comment boxes, to encourage constant communication.
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Educate and Empower Users: Offer regular training sessions and easy-to-access online resources to help end-users solve common problems and understand when to contact IT.
Promote a Culture of IT Visibility: Increase the visibility of IT efforts and successes within the organization to build trust and awareness among end-users.
Leverage Technology: Utilize software solutions that can automatically report issues before they become critical, thus reducing the need for users to report them manually. Follow this link to see exactly how a straightforward and no-nonsense end-user IT experience tool works.
Reward Constructive Feedback: Acknowledge and reward users who contribute useful feedback, fostering a culture that values proactive engagement.
These steps, supported by a shift towards a proactive IT support model, not only enhance the end-user experience but also significantly improve the operational efficiency of IT departments. By embracing these strategies, IT leaders can ensure that their teams are not just reacting to issues but are ahead of them, thus fostering a more efficient, secure, and user-focused IT environment.
Interesting article Joseph. A key factor not mentioned here is that users can often feel ignored or abandoned when they report issues if the Service Desk doesn't respond in a timely fashion, and I don't mean "but we met our SLA" but the SLA is articulated and seen as reasonable by the rest of the organisation. This really needs a "one team" approach where there is a governance/review body of the service which includes some end users (not senior staff, but front-line people most impacted by issues which may seem trivial at an organisation level but are very impactful at an individual level). This in turn needs to be supported by "you said, we did" responses and not high-level IT achievements that miss the mark if end users don't see an improvement in their direct experience. "Utilize software solutions that can automatically report issues before they become critical, thus reducing the need for users to report them manually." - this is a very powerful way of genuine UX improvement and can really help, alongside proper Problem Management and ensuring repeat issues are few and far between. All of this of course requires investment and resourcing, and benefit can be hard to put a value to.
CEO & Founder of MudiLabs | Entrepreneurial Strategist, Investor & Technology Advisor
9 个月Interesting article! Communication is indeed a significant hurdle in engaging end users. Many IT operations are outsourced to offshore companies in India, the Philippines, and other locations, where interactions often rely heavily on scripted responses rather than a deep understanding of end-user issues. This communication barrier can lead to hesitation in contacting the IT department. By prioritising a positive end-user experience, IT departments can potentially enhance user engagement and satisfaction.
Digital & IT Support Manager at London Borough of Hounslow - ITIL 4 certificated.
10 个月Joseph Whyles - another issue for IT Leaders could be skill set. At times you have people in roles who clearly do not have the skills to perform certain tasks. Everyone should be trained and assessed within the role they have been hired to work in and improvement tools put in place if below par. Training should be regularly reviewed to ensure that staff are equipped to handle ever changing new world technology. Ensuring staff are highly skilled is a merit to the organisation and will ensure that single point of failure does not exist. Apple have managed to successfully maintain monopoly and power although the creator of that company is sadly no longer with us. Why is this? And why have they decided to maintain their framework? If people are not right for the role help them find their true fit
Digital & IT Support Manager at London Borough of Hounslow - ITIL 4 certificated.
10 个月Brilliant read Joseph Whyles - I also found your questions although simple interesting that several organisations experience similar issues. What could be the root cause and pattern.