How Service Desk Teams can Support Shift Workers and Remote Council Staff

Remote and shift workers are like the Formula 1 drivers of council operations — they’re out there on the frontlines, navigating tight turns and long stretches, whether they’re managing public facilities, handling welfare enquiries, or making sure the local infrastructure doesn’t run out of fuel. But even the best drivers need a top-notch pit crew. Enter you, the service desk team, always ready with the right tools to keep them in the race, especially as they speed into the world of remote and hybrid working.

Just like in the world of motor racing, where seconds make the difference between victory and disaster, your staff need quick, reliable IT support — especially when they’re working odd hours or remotely. In this blog, we’ll dive into how you can upgrade your pit crew with self-service portals and AI-powered chat bots. These tech tools can help you build stronger relationships with staff, improve their overall experience, and keep everyone racing ahead at full speed.

Understanding the needs of remote council staff

Supporting remote council staff is like lending a hand to someone on a long hike — with the right help along the way, they can keep going without any unnecessary struggles. Your staff who work shifts or remotely have unique needs since they often work outside regular office hours and may not always have direct access to your IT support.

Here are some key challenges they face:

• Access to IT support: When technical issues arise outside the traditional 9-to-5, shift workers need reliable solutions without waiting for the next business day.
• Managing their own IT tickets: Your shift workers may prefer self-service solutions that allow them to log and manage IT tickets at their convenience.
• Quick resolutions: With limited time and often urgent matters, remote workers need quick, efficient support to minimise downtime and ensure public services keep running smoothly.

By recognising these challenges, you can adapt and provide flexible, accessible support options that align with the diverse working hours and environments of your remote staff.

How can self-service IT portals empower council staff?

Imagine one of your remote workers trying to log an IT ticket during a late-night shift. They don’t have immediate access to you or your team, but they don’t want to wait until morning to have their issue addressed. A self-service IT portal becomes their best friend here.

Self-service IT portals allow your staff to:

• Log tickets anytime, anywhere: They can submit IT requests 24/7, ensuring that even after-hours or weekend issues are logged and queued for attention.
• Track progress: The end-users can monitor the status of their tickets, giving them peace of mind and letting them know where their request is in the process.
• Access knowledge bases: By including detailed knowledge bases in your portal, council staff can often resolve common issues themselves, saving both them and you valuable time.

These portals are a great way to empower your colleagues by giving them more control over their IT requests. In turn, this reduces the strain on your team, allowing you to focus on more complex issues that require hands-on support.

AI chat bots for council staff: The digital co-worker

We understand that waiting for a response to a ticket can be frustrating, especially when your staff are in the middle of an important task. But what if they could turn to an AI-powered chatbot for immediate help? It could provide instant answers and, if the user can’t find a solution, log a ticket on their behalf, all in a matter of moments.

AI chat bots for council staff are like having a digital co-worker who’s always on duty. These chatbots can handle a wide range of support queries, from password resets to troubleshooting common software issues. With integrations like ChatGPT, they can even offer more conversational, human-like assistance, guiding end users through more complex queries. Pairing them with systems like SharePoint means they can help with document retrieval, and other administrative tasks, making them more versatile tools. Here’s how AI chat bots can improve your staff's experience:

• Immediate responses: AI chat bots provide instant help for routine queries, meaning your staff don’t have to wait in line for a service desk agent.
• 24/7 availability: Since AI chat bots don’t need sleep, they’re always available to assist, no matter when or where your staff are working.
• Personalised support: Advanced AI can analyse the history of previous tickets or IT requests, offering more tailored solutions.

The benefits of AI chat bots for council workers go beyond just speed and convenience. They help boost staff morale by ensuring workers always have a direct line to support, even if it’s through a digital assistant. They provide fast, reliable support for common issues, and are available round the clock, making sure your staff always have access to help when they need it.

The role of the service desk: Boosting council staff experience

As part of the service desk team, you’re the vital cog that ensures your colleagues, whether remote or on-site, can work efficiently. But it’s not just about solving problems - it’s about creating a smooth, connected working environment that enhances their experience.

Here’s how you can boost the council staff experience:

• Proactive support: Monitor the IT system for potential issues before they affect your staff, offering solutions before problems even arise.
• Personalised communication: When a staff member logs an issue, ensure the communication from your service desk team is clear, professional, and tailored to their needs. A well-timed follow-up can make all the difference.
• Training and resources: Provide regular training sessions on using IT tools, accessing the self-service portal, or engaging with AI-powered service desks to empower staff to be more independent in managing their IT needs.

By adding these layers of support, you’ll build stronger relationships with your staff, increase satisfaction, and ensure that even in a remote setup, employees feel connected to the IT team.

How can service desks support remote council staff?

So, how exactly can you ensure your remote staff are supported? The answer lies in using a multi-channel approach. Here are the most effective ways to enhance support for remote council workers:

1. Self-service portals: Provide your staff with access to an easy-to-navigate portal where they can log tickets, track progress, and find resources to resolve issues themselves.
2. AI-powered chat bots: AI-powered chat bots can provide immediate assistance, handle common queries, and give your remote staff round-the-clock support.
3. Mobile-friendly solutions: Ensure your self-service portals and chat bots are mobile-friendly, allowing remote staff to access IT support from their phones or tablets.
4. Feedback loops: Regularly ask your remote staff for feedback on the IT support they receive. This ensures your service desk continually evolves to meet their unique needs and improves the overall user experience.

The future of council IT support

Your service desk isn’t just a place where issues are logged and forgotten. It’s a hub of empowerment, efficiency, and staff satisfaction. By integrating self-service IT portals and AI-powered service desks into your operations, you can give remote council staff the support they need to do their jobs effectively — whether they’re working from home or clocking in for a late-night shift.

The next step? Implement these tools today and watch how they revolutionise your council’s IT support strategy. If you're curious to learn more about how IT service management solutions can boost your team's efficiency, check out this page.