Over the past few years, we noticed an increased demand for End User Support.
But… the way End User Support needs to be tackled, differs in many aspects from the approach to IT Infrastructure Support.End users are in most cases not technically qualified, don’t understand the specialist jargon, and quickly want a solution to their problem. So it is not such an evident mission to accomplish. Wondering how we handle this at Auxility?
To get things on track, we invited our customers into a brainstorming session during which we mapped out a wish list of activities and characteristics end-user support should provide, and how we could use these to create the best user experience possible.
We started with defining the current flaws in end-user support: internal IT is too focused on operational tasks and business needs. Sometimes there even is no internal IT department. Sometimes IT employees are understaffed or lack time dealing with end-user support assignments. In other cases, it’s all about financial considerations, support response times, outside business hours support, and so on. So, we thought maybe we should do something to fill in these gaps.
As mentioned before, End User Support is a trade of its own. The way IT and all its needs are perceived from the end-user point of view is completely different from the way technically educated people do. That’s why it’s of paramount importance to identify how end-users approach IT, how they use it, and possible stumbling blocks that can emerge. After the brainstorming sessions, we had a deeper understanding of this and we could start shaping our End User Support services. Eager to find out how? Keep on reading!
First and foremost, the capabilities and competences of the end user support task force are primordial. It goes without saying that the technical skills need to be on point, but also soft skills such as communication abilities have to be present. Simply put, end user support consultants who are eager to help people out, have great communication skills and solve problems.
Secondly, the tooling is specifically tailored in accordance to end users’ needs. We don’t use any technical jargon, but try to explain things, clear and simple. End users wouldn’t want it any other way. They have a particular IT problem and want a quick and clear solution, no more no less.
Besides, we try to handle an innovative approach and incorporate elements that are obvious in infrastructure support into our end user support services. For example, computer monitoring – in order to proactively detect issues at computer level. Something that makes perfect sense on infrastructure level, but that we now also want to provide to end users.
Where some things are adopted from infrastructure support, other things are addressed completely differently. Issues related to the infrastructure are categorized by priority and impact, in order to have a clear overview on which problems need to be solved first. At end user level, we make no such distinction. Every user is our number one priority. End users expect to be helped at all times. Something to which we fully tailored our end user support approach. Usually, the availability of IT consultants is restricted in time and you appeal to his services within office hours. Not at Auxility. Our end user support is available 24/7, always at your service.
The question is of course what end-user support services we provide. In short, we are able to help you out from basic on-call support to full modern workplace management solutions, handling typical operating system issues, to tailored business-critical support.
Bottom line is that Auxility wants to operate as a one-stop-shop. We aim to unburden our customers in all their IT-related needs and questions, enabling them to work in a worry-free environment.