IT departments consistently respond to external pressures that unveil vulnerabilities and magnify inefficiencies. The evolution of the hybrid workforce has proven to be transformational for IT and end-users, but it highlights problems related to procurement, management, security, and support. With each passing day, the intricacies of IT support and management are on the rise, particularly within the context of the hybrid work model.
Until recently, end-user support was predominantly centered around users functioning within corporate offices, utilizing corporate-provided Windows devices, much as it had been since the 1990s. While processes and technology progressed, the physical location of work remained unchanged. Presently, IT departments grapple with an unparalleled end-user computing (EUC) landscape characterized by a reimagined interpretation of the term "workplace." This new definition can simultaneously encompass multiple meanings, presenting unprecedented challenges. The new norm is hybrid work, where individuals operate from both traditional office settings and remote locations. In a recent research study from TechTarget’s Enterprise Strategy Group, just 23% of organizations said that all their employees will be returning to the office.
Broadly speaking, this shift has yielded positive outcomes for end-users, affording them the liberty to work from their preferred locations and often on their chosen devices. It has even granted the freedom to dictate when they work, all while eradicating the need for daily commutes. On the other hand, this has led to an increased demand for IT services as environments have become more complex. Hybrid work means that IT must maintain the existing technology, workflows, and skill sets used to support an on-premises workforce while adding resources to support remote users, the unique challenges they bring to the table, and the technology brought in to address those challenges. The data collected by Enterprise Strategy Group showed that 53% of organizations believe their environments are more complex than two years ago due in part to increases in hybrid and remote work concerns, the number of endpoint devices, and the number and type of applications used by employees. Most organizations reported users having more than two devices, with 50% noting that users worked from four to five devices on a regular basis. Hence, it comes as no surprise that enhancing operational efficiency within IT ranks among the foremost objectives for numerous organizations.
With so many demands on the IT organization, many organizations turn to third-party providers to help with their EUC strategies, to save time or money, or because they don’t have enough in-house staff or skills. This enables IT to focus on other priorities while still achieving all its goals.
“Zones is dedicated to helping companies deal with these challenges with its Zones Workplace Services offering. One specific component of Zones Workplace Services is Service Desk, which is specifically designed to help organizations navigate today’s hybrid, geographically diverse workforce.”
- Gabe Knuth, Senior Analyst, ESG
Zones Service Desk not only eases pressure on IT but also prioritizes the user experience. It provides omnichannel support—voice, email, chat—along with on-demand remote assistance. Catering to various user personas, it offers a VIP hotline for executives. Importantly, Zones Service Desk is customizable to fit each organization's needs, backed by a dedicated team of 500+ technicians for round-the-clock global coverage.
For deeper insights into how Zones can effectively address your IT challenges using Service Desk solutions, access the latest ESG Analyst report. and visit zones.com or call 800.408.ZONES today.