8 Tips to Manage IT Support Challenges During Pandemic

Technology challenges during the pandemic are actually likely to be on the rise, and for those who are managing the support system behind these challenges, their workload might seem nearly impossible to manage during this difficult time. However, there are some ways that technology support teams can get ahead of the game while we work through the uncertainty of working from home for the near future until the time arrives when more people make a return to the office and their regular workplace. 

#1. Build the Infrastructure

Technology teams are wise to make sure that the infrastructure that they have in place is ready to go and that all employees know how to access and use it. Especially when working from home, it might be confusing for some employees to know how they can access the information that they need. Be sure that your infrastructure can handle the changes necessary for remote work, and this will make a big difference in the way that your employees handle the changes as well.

#2. Streamline Support Requests

With more people working from home, you are bound to get a high volume of requests for support regarding various needs. Utilizing a help desk software can be really beneficial, but you also will notice the benefits of having the process streamlined. If you do not already have a help desk or service desk, then you might want to consider free help desk software to assist employees and the tech team alike to learn and understand what the process is for submitting service requests. 

#3. Provide Routine Tech Tidbits

Another way to avoid the high volume of tech support requests is to get ahead of the game in regard to anticipated questions. You probably have some insight into the most commonly asked questions from employees. Go ahead and send out some proactive information regarding those requests. 

#4. Communicate Well

Communication is two-sided. If you are not used to communicating routinely with employees, then you should probably figure out how to utilize the response to technology requests. Figuring out how to communicate clearly can really make a difference in remote support situations.

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#5. Utilize Video Conferencing

If your employees are used to the one on one support that was available during the regular workweek, then you might consider using video conferencing. Video conferencing allows an IT team to explain support responses in a format that is much more similar to the in-person responses that employees are likely used to getting. This helps them to feel more confident in their ability to understand and follow tech-related instructions. 

#6. Have Contingencies For Common Concerns

One of the best ways to provide quick and efficient IT support is to plan for contingencies beforehand for the most common concerns. While this might seem like a lot of work for non-existent issues, having a back-up in place can make all the difference in the speed in which your team is able to address the problems at hand in the event that they arise. And, in turn, avoid any lengthy and potentially costly downtimes as a result. 

#7. Set Up A Comprehensive Knowledge Base

Apart from providing routine tech tips, you can further reduce the requests for IT support by setting up a comprehensive knowledge base for the company. Having extensive tech-related information readily available for all users will not only empower them to resolve any problems that they encounter. But it will keep your team from being overwhelmed with a flood of calls for familiar concerns and allow you to remain focused only on the most complicated tech troubles.

#8. Establish A Basic Training Program For Users

Let’s face it: technology can be complicated. There’s no getting around this fact. And providing support in this field during a pandemic can make the task even more complicated. As such, it makes sense to establish a basic training program to educate the users in addressing even the most simple IT-related concerns. It may sound like a considerable investment of time and resources, but by instructing them on how to overcome common tech problems, you’ll be able to keep the number of requests for IT support down at a minimum.

Always Follow Up

After resolving a tech problem or introducing a new system, it’s a general rule of thumb always to follow up with your users and make sure that everything is working as intended. After all, doing so will help you address any persisting problems or help you assess whether the tools provided are adequate for the users.

Final Thoughts

Regardless of your current process for providing tech support in the workplace, there are likely some changes that are necessary for response to the current pandemic. Using the technology that is available is a great way to go ahead and get ahead of the game in your responses to technology issues in the workplace. There are also opportunities to provide employees with proactive training tips and answers to FAQs to avoid repeat problems that bog down help desk requests in the future and during this pandemic.