{"id":7893,"date":"2020-03-30T10:58:50","date_gmt":"2020-03-30T10:58:50","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=7893"},"modified":"2020-03-30T10:58:50","modified_gmt":"2020-03-30T10:58:50","slug":"pros-and-cons-of-working-from-home","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/pros-and-cons-of-working-from-home\/","title":{"rendered":"The Pros and Cons of Working From Home: Why WFH is Streamlining Support"},"content":{"rendered":"\n

I\u2019m a content creator on the marketing team at WalkMe. Before COVID-19 hit<\/a>, my role consisted of producing engaging blog articles and social media posts, and also nagging IT a few times a week. <\/p>\n\n\n\n

If you\u2019re an employee of a company with an IT department, you might be guilty of the same. And if you\u2019re an IT employee<\/a>, you\u2019re probably nodding your head vigorously. You IT people are the miracle-workers that hold us \u201cdigitally-enabled\u201d organizations together, keeping everything running smoothly, often without the recognition that you seriously deserve.<\/p>\n\n\n\n

Well this week, we\u2019re shining the spotlight on the team behind the scenes. Guy Sharon<\/a>, one of our IT Helpdesk wizards, agreed to share how the transition to working from home has been. <\/p>\n\n\n\n

The IT WFH reality has changed support in 3 main ways:<\/p>\n\n\n\n

  1. Support requests are more efficient<\/li>
  2. WalkMe Workstation<\/a> is decreasing the need for support<\/li>
  3. Zoom remote control is helping to prevent repetitive issues<\/li><\/ol>\n\n\n\n

    Here’s how I discovered this, and how it can help IT departments in other companies.<\/p>\n\n\n\n\n\n

    There\u2019s only one way to reach us now<\/h2>\n\n\n\n

    When I asked Guy over a Zoom call, how it\u2019s going, I was surprised by his first answer.<\/p>\n\n\n\n

    \u201cHaving the company working from home has made our lives a lot simpler.\u201d <\/strong><\/p>\n\n\n\n

    \u201cWhat about all of the issues that you guys can\u2019t fix now?\u201d I asked. <\/p>\n\n\n\n

    He answered that now, unlike when we were all in the office, people actually need a lot less help<\/a>. Plus, when they do need help, they have to actually open a ticket. They can\u2019t stop by, or send a slack message, email, or\u2026 memories of numerous sticky notes that I\u2019ve left on Guy\u2019s keyboard scribbled with \u201cHelp!\u201d while he was at lunch flashed before me. <\/p>\n\n\n\n<\/a>\n\n\n\n

    Alright, point taken. There\u2019s only one way to reach IT now, and that\u2019s by opening a ticket, which is a much more effective and organized way for them to problem-solve.  <\/p>\n\n\n\n

    But why would people need less help now that we\u2019re working from home? <\/p>\n\n\n\n

    WalkMe is using WalkMe more<\/h2>\n\n\n\n

    WalkMe employees have been using WalkMe a lot more since COVID-19 sent us home, and it has resulted in a lot less demand on IT. Guy explained that employees don’t want to go through the effort of actually opening a support ticket, so they are using WalkMe Workstation<\/a> more, and finding that many of their \u201cissues\u201d are actually easy to solve by themselves.<\/p>\n\n\n\n

    \"\"<\/figure><\/div>\n\n\n\n

    I personally used our hub of centralized resources to find an internal deck that I needed for an article last week. And the WalkMe Notifications that we\u2019ve been getting are oftentimes answers to questions that I don\u2019t end up needing to ask. <\/p>\n\n\n\n

    We\u2019re communicating much more through our digital tools internally now that we\u2019re all physically apart. So WFH is actually enabling us to better utilize our own resources<\/a> and demand less from IT.<\/p>\n\n\n\n

    Zoom Remote Desktop Control is a game-changer <\/h2>\n\n\n\n

    Last week I needed help setting something up. The guy helping me from support first tried explaining what to do and then said \u201cCan I have control of your computer?\u201d I\u2019ve used Zoom hundreds of times, and I hadn\u2019t realized that this was one of its capabilities.<\/p>\n\n\n\n

    This function has replaced the \u201cgive me your laptop and I\u2019ll let you know when it\u2019s ready\u201d process with \u201chere\u2019s how you can do this.\u201d Remote access support is actually forcing us to learn how to solve problems ourselves by watching as IT goes through the steps. This is also contributing to fewer support tickets, as many people ask for IT to help them do the same things over and over again.<\/p>\n\n\n\n

    Zoom has been instrumental in this WFH transition in so many areas. A WalkMe extension for Zoom<\/a>, which offers trouble-shooting and intuitive step-by-step guidance for all Zoom functions makes Zoom even easier and more helpful for working, training, and onboarding<\/a>.<\/p>\n\n\n\n