How the IT Service Desk Can Better Engage with Remote Employees


With this new priority on remote work, employees can no longer wander to their favorite IT pro’s desk to ask for help with access to an application , but they still need easy answers. In today’s work-from-anywhere environment, IT needs a powerful strategy for service and support to meet the challenges of remote engagement. Here are a few key ways you can support your organization’s remote employees with a modern IT service management strategy.

While remote work comes with its challenges, it also brings opportunity – and with nearly everyone in a similar situation, many employees will be able to hone their self-help skills while IT teams manage the rest. Overall, self-help and knowledge-based systems will ensure IT teams are not overwhelmed and other users can flourish from remote locations.

Self Service Help Desk

Remote work isn’t limited to “work from home,” and not everyone’s schedule is strictly 9-to-5. An IT support issue can arise prior to a late dinner with a client. It might happen on the train to work. It might happen at home at 8:30 in the morning. It might be  be when the employee have no access to a laptop, but because they’re working, they need a solution.
Self-service technologies offer the necessary capabilities for IT teams to become the backbone of a remote workforce.

Deliver knowledge where employees are

IT teams should build a knowledge base to identify key questions, starting with the most frequent questions and requests.

A knowledge base can exist as integration within the Service-Desk ticket screen, where users have access to the most relevant knowledge based articles listed out. This will direct them to an existing resolutions page. Acting as an in-depth, data-based FAQ, both IT teams and its users can leverage this knowledge base to their own advantage.


Implementing and customizing your Service Desk

We at PractiProject know how to setup your Service Desk with all the best practices available for Service Desk application.
Creating smooth flows for your agents, performing R&D ticket connectivity, and supplying the Service Desk customer a professional experience.
In many cases we migrate an existing help-desk system into the Service Desk application (e.g. from salesforce, Jira, ZenDesk, ServiceNow and others).

PractiProject is a one-stop-shop for you. We’ll help you maximize your Atlassian investment across the organization so you can improve efficiency and scalability like never before

Whether you need licenses purchasecustomizations adjustments or a full end-to-end solution – We are here at your service

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