Depending on your IT Help Desk to optimize operations and workflows for the employees typically doesn't work. It's not their job; neither are they usually trained for it. Their job is to make sure that tech issues are fixed. Expecting them to consult with users on their or their teams' day-to-day workflows is setting the up for failure and will lead to dissatisfaction with IT and the tools they deployed.
While it is not your IT Help Desk's job to come up with team and individual processes and workflows, optimize them, or translate your legacy system's workflows into the #GoogleWorkspace world, you can still facilitate them: allow the users to have access to consultations with an expert.
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