Just as IT has become ubiquitous among businesses, the roles and
responsibilities of IT support personnel are likewise extensive. On its
most basic level, IT support is a broad term that encompasses any form
of assistance with technology-related services and products. That means
that IT support is equally responsible for installing new security
software as helping forgetful employees recover lost passwords.
At the same time, effective IT support solutions provide employees
with the resources to quickly resolve issues and get the work back on
track. Employees can get IT support at any time, from anywhere, and
count on a fast, reliable resolution. This means improved employee
productivity, as well as increased job satisfaction and engagement.
With this in mind, the following are some of the more-common tasks associated with IT support:
- Logging and processing support calls
- Installing and configuring
computer hardware, software, systems, networks, printers and scanners
- Planning and undertaking scheduled maintenance upgrades
- Setting up
accounts for staff, ensuring that they know how to log in
- Talking to employees and computer users to determine
the nature of any problems they encounter
- Responding to breakdowns
- Investigating, diagnosing and solving computer software and hardware
- Repairing equipment and replacing parts
Advanced ServiceNow IT support takes things further, allowing IT
agents to resolve repetitive IT tasks and requests using virtual-agent
chatbots, employ predictive intelligence to automatically categorize and
send cases to relevant teams, and incorporate service level management
to improve visibility into commitments and set accurate business
expectations. Finally, acomprehensive dashboard can provide service agents with a complete
view of the entirety of IT support, backed by AI-informed
recommendations and essential context. These advantages allow IT agents
to resolve more cases, quickly and accurately.
Employees likewise benefit from improved IT support from ServiceNow.
Omnichannel self-service options provide employees with reliable
resources to find solutions, ask questions, and get accurate, consistent
information at any time. Mobile options allow employees to get support
through the Now Mobile application, available on any device.
Collaboration tools integrate with Amazon Connect, Slack, Facebook
Workplace, and Microsoft Teams. And, because support doesn’t only occur
online, ServiceNow Walk-Up Experience streamlines face-to-face support
requests, with online check-in, real-time queue estimates, and automated