Hybrid Work Model is an Employee Retention Dream but a Help Desk Nightmare
Support requests surge past 725,000 at the start of 2023 alone for theITSupportCenter
CONSHOHOCKEN, Pa., March 9, 2023 /PRNewswire-PRWeb/ -- Once upon a time, working from home was reserved for a select few careers and industries. The in-office work environment was the norm and, despite the supercomputers in everyone's pocket, few in 2019 believed work could ever fully leave the office. It took a global pandemic to change that mindset. Since then, organizations have been forced to adapt in unprecedented ways. Remote work, once seemingly impossible, became the new norm for many workers. And while the Hybrid Work Model is highly popular with employees, it is a Help Desk nightmare.
In a world where most employees of an organization work within the same space, support demands are fairly predictable. Of course, unexpected outages and even planned-for updates cause peaks and valleys in support volume. Nonetheless, support demand could be reasonably anticipated monthly as most employees used the same network with the same access to the same resources at the same times. However, the shift to the Hybrid Work Model brought many new demands and dynamics for IT departments to handle.
- Decentralization of the workplace: While some must work in offices, others simply prefer it, and still others must work from home or other locations. Accessing company services and resources from these disparate locations requires coordination, communication, and robust security protocols.
- Decentralized working hours: To reduce the spread of the pandemic, some companies instituted working periods, allowing groups of employees to work in alternating shifts. Further, the work-from-home arrangement gave employees the flexibility to choose when they work.
- Introduction of new technologies: Remote work forced the immediate application of technologies that were new to many individuals and organizations. Software and hardware alike were introduced, deprecated, and replaced almost overnight.
These changes have a common effect: pressure on IT support. Once new security measures, access protocols, and technologies were designed and implemented, the newly-distributed workforce required training and, of course, support. And that support now varies week to week. Instead of relying on the same network, resources, and schedules, employees switch from VPN access of remote systems to on-premises access to secure servers.
Additionally, access to their peers has been reduced. As employees began working different hours in different places, the ability to rely on the "Excel guru" in the office diminished. The need for that help, however, has not diminished. Instead, the extra support demand has shifted to heavier reliance on the Help Desk.
As a result, demand for IT support has witnessed significant surges. At theITSupportCenter, we have observed a 20%+ increase in the requests for support year over year. In early 2023 alone, more than 725,000 requests for support were recorded. These requests have come in the forms of emails, calls, and web submissions as avenues of communication evolve alongside all the other changes the hybrid work model brings.
theITSupportCenter, LLC—a leading remote IT Help Desk company—has been able to meet the rising demand with its experience providing support solutions for clients and their end-users for more than 17 years. theITSupportCenter boasts top-notch services provided by seasoned professionals who are ready to take on the rise in demand. The services offered are available to millions worldwide, equipping end-users with the right skills to deal with new work arrangements. Simple yet effective IT support solutions are being provided every day to people wherever they are.
About theITSupportCenter
Founded in 2005 by IT professionals with over 40 years of experience, theITSupportCenter sought to bring change to the IT Help Desk industry and improve corporate client efficiency. Our unique approach to support has resulted in theITSupportCenter becoming the leading provider of remote IT Help Desk Solutions. theITSupportCenter supports over one million end-users through the use of an innovative infrastructure and thoughtful focus on the end-user experience. With support centers across the United States, theITSupportCenter follows the sun to provide world-class IT support 24x7x365 to empower employees where and when they need it, and peace of mind to corporate IT departments knowing their end users are covered.
CONTACT
Jamie Sanders
215-375-7280
http://www.theitsupportcenter.com/
SOURCE theITSupportCenter, LLC
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