Published April 10, 2020
With physical distancing mandates in place, a remote help desk can help businesses resolve issues without face-to-face intervention to help ensure business continuity.
Having a single omni-channel point of accountability for all IT service requirements will make service resolutions more efficient. These channels can include phone, email, chat, web, mobile app, messenger app or social media.
To keep your help desk running and resolve 75 percent of incidents remotely, you could action the following protocols:
Help desk responsibilities today are growing to include knowledge management, quality assessment, service level management and client-server support across multiple countries and extended hours. And technologies such as IoT, machine learning, cognitive automation and big data can offer data insights to further improve your operations.
NCR is deeply committed to helping you navigate this uncertain and challenging time. Let us know how we can help you transform your operations to address the disruption caused by the COVID-19 pandemic and be sure to keep checking NCR.com/coronavirus for updates, guidance and other helpful information.