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7 Ways to Support a Strained IT Department in 2022

Workplaces weren’t the only entities that endured sweeping changes as a result of the shift to remote work; IT departments too are now dealing with their own version of a “new normal.” Amidst determining how to shift their infrastructure to support remote work quickly in a matter of days (which was no small feat), IT teams also had to quickly learn how to complete in-person jobs remotely. This quick change significantly stressed IT teams: in early 2021, about 66% of IT professionals reported feeling overwhelmed by work in a JumpCloud survey. That number decreased to 55% as they became accustomed to their environment changes toward the end of the year — but that’s still more than half of IT teams feeling overwhelmed by their responsibilities. 

What’s more, remote work also presented end users with new challenges — many of them tech-related. This drove up the number and complexity of help desk requests. IT service teams are now working with more frequent and complex requests. 

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While a perfect world might assign higher headcounts to these strained IT teams, many organizations’ priorities and budgets prohibit new hires. This leaves IT teams strained by incoming requests and a limited capacity to troubleshoot and fix them. 

In these environments, IT teams need to focus on improving their efficiency. The following tools and practices help improve IT team efficiency, both by streamlining request processing and reducing request frequency altogether.

1. Prioritization and Project Management

People pushing different objects, with one moving ahead of the rest.

First, IT teams need to make sure they’re working as a well-oiled machine. A few practices can reduce inefficiencies and improve the IT service department’s overall performance.

  • Clarify request priority. Get everyone on the same page about which types of requests receive high and low priority. Priorities should come from the top: align the team on overarching business objectives to help them assess task importance.
  • Invest in a project management tool. Choose one that enhances your team’s workflows rather than hinders it. 
  • Clarify team members’ roles and specialties. Understanding who specializes in which areas can streamline task assignment. 
  • Establish escalation paths. Make sure team members (Read more...)

*** This is a Security Bloggers Network syndicated blog from Blog – JumpCloud authored by Kate Lake. Read the original post at: https://jumpcloud.com/blog/7-ways-support-strained-it-department

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