How to Optimise the Daily Activities of IT Support Agents

Companies all across the globe are continuously increasing the number of different technologies that exist within their workplace, differing in both variety and complexity. These technologies include ‘bring your own devices’ (BYOD) such as mobile phones and different employee laptops or desktop computers, all presenting potential errors to be solved by the IT support agents within the service desk. With so many problems that vary in frequency and complexity, how can companies underpin their support capabilities?

Same Question – Same Answer

Many simple inbound tickets that are presented to IT support agents more often than not are easily solved with simple answers. However, with so many of these daily inbound tickets, agents really have their work cut out to answer questions quickly and efficiently whilst also dealing with uncommon and complex support tickets.

The most effective solution to overcome the vast volume of routine issues is to enable users to self-serve their own queries via access to an interactive IT support Knowledge Management system or a dynamic set of FAQs.

Deflect Routine Tickets

Allowing employees access to a repository that is both interactive and accurate, is a sure-fire way to reduce inbound ticket volumes by up to 50% whilst vastly improving the speed at which issues are solved.

This not only benefits agents but also employees as people are more and more in preference of self-serving in today’s society, increasing both productivity and satisfaction for company employees.


Streamline Knowledge

A common problem faced by IT support agents is that they know what information they are looking for but not where it is located or in which document it is to be found. This leads to a great deal of wasted time locating documents from multiple repositories and trawling through to find their answer.

When queries cannot be answered through self-service, tickets are inevitably going to be received by IT support agents. Basic technical information and common knowledge can be provided by agents quickly, but when answers require higher consideration and technical knowledge documents must be scoured.

Up to 80% of an organization’s knowledge is deemed to be tacit knowledge, however, only 15-20% of this knowledge is captured and so transferred to others. Effective service desk Knowledge Management ensures that the more technically astute 2nd or 3rd line support agents are able to easily transfer their invaluable tacit knowledge built up from years of training and experience. Making this tacit knowledge easily searchable by front-line support agents is the most powerful way to ensure that this high-grade information is both captured and shared with those who can also learn and benefit from it.

By streamlining content and documentation through an effective and easily searchable IT support Knowledge Management system, agents are able to retrieve information at the click of a button being taken directly to both the relevant document and document section.

Knowledge Maintenance

IT support Knowledge Management is an answer to many service desk issues, however outdated and badly maintained knowledge is futile when answering queries relating to new information and can lead to confusion amongst agents and more importantly circulation of inaccurate knowledge.

Appointing administrators or knowledge managers wins half of the battle, but having a system that can be easily maintained by this personnel can be the grueling another half.

Having the ability to provide feedback on potentially outdated articles to knowledge managers and furthermore having the ability to easily make editions to these articles, can play a key role in optimizing your organization’s knowledge sharing culture

Allowing the creation of new content or knowledge within an IT support Knowledge Management system is fundamental to maintaining the productivity of both workers and agents, therefore providing a system in which this can be effectively and effortlessly achieved is just as important.

The content contribution that is undertaken on a continual basis, ensures that information is both current and accurate, reducing escalations and increasing the rate at which responses are provided.

Effective methods of doing this include, notifying groups or individuals of updates within the knowledgebase and making previously escalated and answered queries readily available through Natural Language Searching.

Key Reports for Prioritisation

In order to effectively prioritise the workload of an IT support agent, they first need to know areas of the highest importance and how frequently certain issues occur. For effective IT service desk Knowledge Management, agents require access to reports such as document usage counts (and what individuals are using them), knowledge contribution, knowledge gaps, and the time taken for an issue to be resolved.

By having access to these reports, service desk managers have the ability to clearly define the future goals and areas of greatest interest for agents as well as having the resources to accurately provide relevant topics to be included within self-service options such as FAQ lists.

Having a clear structure in place for future goals based upon key metrics and by deflecting up to 50% of tickets through the use of knowledge articles, agents and service desk managers have all the appropriate tools to ensure that their service desk excels to increase productivity and innovation by up to 25%.

Successful service desk Knowledge Management adoption and utilisation will go a long way in reducing annual support expenditure levels by up to 20% and optimising the satisfaction of any organisation’s most prized asset, their workers.

What’s more, each agent’s received and read status is easily viewable through the production of full audit trails, allowing call center managers to easily monitor who has seen these vital updates ensuring that everyone is kept in the loop.

Agents are also (if given the authorization to do so) able to provide feedback on content if they deem it to be outdated, or whether it requires some tweaks to help preserve 100% accuracy of circulating knowledge.

Get a quick overview so you can spend your time improving your processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

CANEA Process is a tool that allows you to model and share business processes in an easy-to-use graphical web interface.

Seeing is understanding

Visualisation gives all employees an understanding of the organisation’s processes, activities, responsibilities and information flows.

Living processes

Identifying working methods while making it easy to update is the basis for continuous improvement of processes.

Create a complete picture

Linking together documents, information and tools with clickable process maps create an intuitive and comprehensive management system.

CANEA Workflow is an IT solution that automates, quality-assures and speeds up administrative workflow processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

By creating executable processes in CANEA Workflow, you get both better control of the situation and smoother processing.

Streamlining the work

Ensure compliance and that handovers are done correctly and with the right information.

Correct decision support

You get an unbeatable overview of the processes in real time, with both clear reports and clear diagrams.

Improve processes continuously

Our process support can be constantly adapted to changing needs and requirements. In this way, we give you the best possible conditions for your daily work.

A document management system without complicated folder structures.

CANEA Document combines simple and intuitive search features with powerful features for managing documents from a life cycle perspective.

Maximum availability
Search and find information quickly based on what you need, not where it is stored.

High security
Ensure accuracy, changes and access to all information – with high traceability.

Fulfils requirements
Manage information according to standards, legislation and other requirements for document management.

CANEA Document supports everything from production, publication and modification to archiving and deletion – with full traceability and version management.

CANEA Document provides secure management of all types of documents – in one place. Tagging the information with metadata creates a virtual, multidimensional folder structure. This means that a document appears in multiple locations at the same time, with authorisation-controlled access. The right information in the right place for the right users at the right time!

You can usefully add your company’s process-oriented management system to CANEA Document. All production and distribution of documents is quality-assured and streamlined. In addition, your employees always have access to the most up-to-date version of the documents – directly via intranet, tablets and mobile phones.

Improve the performance of your project activities

CANEA Project is a comprehensive project tool with integrated support for all types of projects and parties– such as management, resource owners, clients, project managers and project participants. CANEA Project gives you an excellent overview of your entire project portfolio, including profitability and status, making it easier to prioritize and make decisions.

CANEA Project shares all important project information with both internal and external members.

Let your project manager focus on management rather than administration and distribution of the information.

Gather all project information in one place and make it available to both internal and external members.

Helps you with prioritization of projects, resource management and analysis of portfolios and programs.

Make reality of the strategy

CANEA Strategy makes it possible for organisations of all sizes to create a unique common thread from the strategic work to the daily operations. We do not just provide performance management tools but rather a completely new generation of IT support for strategy activation. The system guarantees and provides support throughout the chain from strategy to execution. You get no results without action. CANEA Strategy makes it possible in practise! 

CANEA Strategy ensures and provides support throughout the entire journey from strategy to execution.

Create a shared understanding of the strategy, the goal to achieve and how.

Gives management an unbeatable overview of what’s happening, how it’s progressing, and why.

Creates a clear common thread from the strategy to project, initiatives and actions.