It Intranet: How To Improve Service and Boost Your Profile
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MyHub IntranetIt Intranet: How To Improve Service and Boost Your Profile
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MyHub IntranetIT INTRANET
HOW TO IMPROVE SERVICE AND BOOST YOUR PROFILE
Sometimes written off as being nerdy and uncool, IT departments often fly under the radar until
something goes wrong. But IT departments are the powerhouse behind every successful
business and the Covid pandemic has done much to raise the profile of IT services. From
facilitating remote working to ensuring business continuity, many IT professionals describe it as the
biggest challenge of their careers.
A recent survey by Cisco Systems confirmed the pivotal role of IT departments. The survey
found 88% of participants believe their CIO role has expanded to have a greater impact across the
business. But there’s also increased pressure on IT departments. The global recession has led to
outsourcing, job losses, and a drive to reduce operational costs.
Now more than ever, IT needs to raise its internal profile and demonstrate ROI, and an IT intranet
is the perfect vehicle for doing so.
Here we share ten ways an IT intranet can raise your internal profile
and contribute to corporate goals.
1. Automated Support Helpdesk
Responding to software or hardware issues is a core
function for IT. Therefore, providing a fast, responsive
service is essential.
An IT intranet supports the helpdesk with automated
workflows. Colleagues complete an online help request
and the IT intranet then routes the form to the right staff
member for action.
IT managers can keep track of response times,
identify common issues, and resolve bottlenecks.
A centralized, automated system is more efficient and
every request is dealt with promptly. And because less
time is spent administering the helpdesk, there’s more
time to deliver the service.
Intranet-enabled automatic updates and notifications ensure the worker is kept informed on progress.
2. Share Knowledge And Advice
A primary function of IT is to provide technical advice and resolve
queries. A knowledge hub on the IT intranet means you can share that
knowledge using a self-service approach. Whether it’s tips on software
use, updates, or FAQs, the knowledge hub has all the answers.
Companies use how-to and explainer videos in IT knowledge hubs.
Employees can diagnose and troubleshoot their own problems.
Video is also useful for training workers and onboarding new recruits.
Colleagues in other teams can directly access the information
needed. This speeds up the overall IT effort and frees up your staff to
get on with other vital tasks.
The knowledge hub also acts as a central resource for IT staff.
Store your team’s important information in one space for any time,
anywhere access. IT staff will know where to go for updates.
3. Get Critical Messages Out On Time
Need to notify the workforce of system availability?
An IT intranet ensures time-critical
announcements get out to the right people.
Previously, these announcements were usually
distributed via an all-staff email. But there’s no
guarantee they get opened, let alone read.
It’s a different story with a notification on the
IT intranet. You can use a variety of channels to
ensure the message gets through.
For a more targeted approach, send an instant
message via the team chat directly to desktops or
mobile devices. You can even add attachments.
Furthermore, conversations are stored on the
IT intranet, making them trackable & searchable.
4. Build Personal Relationships
IT professionals often remain out of sight, working behind the scenes.
An IT intranet provides the opportunity to improve visibility and build personal
relationships.
Many IT intranets use online staff directories with photos and short biographies,
including interests outside work. Colleagues in other departments can put a face to
the name and develop social connections with their IT counterparts.
Staff profiles are an excellent vehicle for highlighting that the IT department is about
people and not just computers.
5. Showcase Achievements
Use the IT intranet to showcase your achievements and
boost your profile internally.
Have you completed that successful rollout of new software?
Make sure the rest of the organization gets to hear all about it
on the IT intranet.
A feature on the intranet’s news page or a vlog from the CIO
ensures the IT corporate contribution is recognized.
This organizational recognition is important on two levels.
The public acknowledgment of a job well done will be
well-received by IT staff.
And perhaps more importantly, senior executives will also be
made aware of the IT contribution to corporate goals.
6. Improve Collaboration & Joint Working
Most corporate projects require the input of IT to achieve success.
However, often IT is only involved at the eleventh hour when key
decisions have already been made.
An IT intranet helps support joint working across the board.
Alongside an enhanced internal profile, the IT intranet offers
several collaboration tools, making it easier to work together.
Online forums and project spaces connect staff even if they
are located in different states or time zones.
Intranet-enabled project forums are online platforms for
information sharing, brainstorming, and team collaboration.
They make it easier for IT to be involved at an early stage. And
this means the expertise and time of the IT professional are
maximized.
Dynamic, real-time discussions replace long project meetings.
The organization will benefit from the insights and contribution of IT.
7. Breakdown Silos
The improved collaboration that flows from the IT intranet will,
in turn, lead to the breakdown of silos.
Speedy resolution of IT issues, enhanced internal customer
service alongside shared knowledge and experiences lead to
better inter-team relationships.
IT will no longer be a faceless function that’s separate from the rest
of the organization. The team will be fully integrated with all
company departments and operations.
8. Improve Metrics
Demonstrating the value of IT to the organization can be tricky without data. An IT intranet
allows you to collect a variety of metrics to justify your costs.
Automated helpdesk tickets provide a wealth of data, including demand, response times, and
productivity savings. Make sure you ask for user feedback on the quality of service using slider
scales for quick and easy analysis.
The popularity of IT intranet content is another critical metric. Views, comments, and most
frequently used pages all provide valuable data on the importance of the IT contribution.
Surveys are also useful in this context. Undertake regular pulse surveys to ensure you are
providing a responsive service. And canvass colleagues’ views on IT priorities and
infrastructure improvements. Periodic surveys will help you achieve improved customer
satisfaction and develop internal loyalty.
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9. Enhance Communications
Whether it’s inter- or intra-team communications, the IT intranet
ensures you have control over IT messaging. Proactive as well as
reactive communications are easy with an IT intranet.
Alongside IMs, news feeds and knowledge hubs, the best IT
intranets also include a blog. These are great platforms for developin
g two-way conversations with users.
Share information, tips, and good practice, or invite feedback and co
mments. Getting up close with your customers improves your service
and demonstrates ROI.
And it also makes for more efficient and effective working within
the IT team. The IT intranet is available 24/7:
Regardless of the time of day or location, IT professionals can access
all the tools and the information they need.
10. Cost-Effective Solution
And the really good news is that the IT intranet is a
cost-effective solution.
Cloud-based, the IT intranet is available to unlimited
users with unlimited data storage. And all for just a
modest monthly fee.
It’s a transparent cost structure, so there are no
hidden extras.
IT Intranet: Key Messages
Better Internal Relationships Enhanced Knowledge Sharing
Breakdown departmental silos and Provide users and the IT team with
create more opportunities for IT better access to information, tips, and
to collaborate with colleagues. Guidance.
More Efficient Working Demonstrate Your Value
Automated helpdesk tickets, IT Increased visibility and improved
streamlined processes, and INTRANET customer metrics allow you to
improved cross-team demonstrate the ROI of the IT
communication contribute to contribution more easily.
more effective operations.
Enhanced Service Value-added Internal Communications
Improve your service to users Raise your profile and take control of IT
with surveys and ongoing dialog. messaging with enhanced communication.
IT Intranet: Adding Value
It’s time IT professionals let the rest of the organization know the significant contribution they
make. From increased revenue and reduced costs thru to higher customer satisfaction,
IT plays a critical role.
The IT intranet will improve communications and raise your profile across the business.
And all these great benefits also apply to your team’s internal workings.
Streamlined processes, automated workflows, and improved knowledge sharing will have
a positive impact on your costs.
The IT department will be more productive, leading to increased revenue and a better bottom
line.
To find out more, get in touch with the team at MyHub. Our easy-to-learn, fast-to-launch cloud
intranets are used by IT departments in industries across the globe.
