Intelligent CXO Issue 17 - Page 29

FEATURE was far from seamless : IT leaders struggled to deliver an identical digital out-of-the-office environment due to a lack of visibility and insight into remote systems . Nexthink ’ s Pulse survey found that 70 % of tech leaders reported spikes in their IT ticket and call volume during remote working in the pandemic , with the top challenges reported by employees including VPN issues ( 77 %), poor video calls ( 65 %) and Wi-Fi connection ( 51 %).
The experience that IT leaders are delivering often diverges dramatically from employees ’ expectations of digital experience . With years of remote working under their belt , combined with the digital experience that Millennials and Generation Z in particular are used to , there is a clear ‘ expectation gap ’. With this context , IT leaders must change their approach in order to close this gap .
The answer lies in moving away from the reactive , ticket-based service desk , in which employees have to report individual issues . This slow manual approach not only drains resources , but also productivity and satisfaction among employees and IT teams alike . Instead , IT leaders must adopt a more proactive model , in which they preemptively solve problems before the employee even notices them , through targeted remote campaigns or alerts to encourage zerotouch quick automatic fixes .
For example , rather than IT teams manually resolving outdated devices or applications on an individual basis when a ticket is raised , proactive IT teams could remotely identify devices that required updates and deploy targeted restart
COMPANIES NEED DEEP INSIGHT INTO THE DIGITAL WORKPLACE BY GAINING VISIBILITY INTO REAL-TIME ANALYTICS AND THE DIGITAL EMPLOYEE EXPERIENCE . www . intelligentcxo . com
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