{"id":5566,"date":"2020-08-10T10:05:16","date_gmt":"2020-08-10T17:05:16","guid":{"rendered":"https:\/\/www.microsoft.com\/insidetrack\/blog\/?p=5566"},"modified":"2023-06-11T13:40:17","modified_gmt":"2023-06-11T20:40:17","slug":"how-microsofts-helpdesk-is-propelling-the-company-forward-during-remote-working","status":"publish","type":"post","link":"https:\/\/www.microsoft.com\/insidetrack\/blog\/how-microsofts-helpdesk-is-propelling-the-company-forward-during-remote-working\/","title":{"rendered":"How Microsoft\u2019s Helpdesk is propelling the company forward during remote working"},"content":{"rendered":"
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<\/div>\n

This content has been archived, and while it was correct at time of publication, it may no longer be accurate or reflect the current situation at Microsoft.<\/p>\n<\/div>\n<\/div>\n

With everyone working from home, sometimes you just need to talk to someone.<\/p>\n

\u201cI like to talk to people,\u201d says Andrea Arce, an agent on the Microsoft Helpdesk charged with keeping Microsoft running one phone call and chat at a time. \u201cI like to have a conversation with them while I solve their problems.\u201d<\/p>\n

Like everyone at Microsoft, the Helpdesk technicians who troubleshoot the technical challenges of the company\u2019s 156,000 employees were also asked to work from home to help the company respond to the COVID-19 crisis.<\/p>\n

Microsoft employees used to be too busy to chat with Arce, who typically worked out of a large contact center in Costa Rica. \u201cThey were always on the go, multitasking while they waited for me to help them,\u201d she says.<\/p>\n

Not anymore.<\/p>\n

Everything changed when remote working started. Like people everywhere, suddenly isolated employees needed someone to talk to, even if it was simply to make sure the person on the other end of the line was OK.<\/p>\n

\u201cI\u2019ve been travelling around the world just by talking to people,\u201d Arce says. \u201cI\u2019ve heard about supply chain challenges in China. I\u2019ve heard how beautiful Slovakia is. I was told that I just have to visit Denmark. People are telling me stories about their countries and it\u2019s making me feel as if I\u2019m not as stuck as I am working from home.\u201d<\/p>\n

The same goes for David Rodriguez-Jenkins, who went from helping Microsoft employees solve technology challenges at a walk-in Tech Link center at Microsoft headquarters in Redmond, Washington, to helping employees overcome challenges with their technology over the phone and via chat from his newly assembled home office.<\/p>\n

\u201cIt now means so much more when you do something right, when you fix their problem,\u201d Rodriguez-Jenkins says. “If someone\u2019s computer isn\u2019t working, they literally can\u2019t do their jobs. Their PC is their lifeline to their job and to Microsoft\u2014it\u2019s their connection to the outside world.\u201d<\/p>\n

[Here\u2019s how Microsoft is enabling a modern support experience at Microsoft.<\/em><\/a> Read how Microsoft is reinventing the experience its employees have at work.<\/em><\/a>]<\/p>\n

Transformation fueled by crisis <\/strong><\/p>\n

Leading up to the COVID-19 crisis, Microsoft\u2019s Helpdesk was well established. It had contact centers where employees could reach agents like Arce via calls or chat. It had walk-in Tech Link centers where employees could bring in their device and get immediate, in-person help from technicians like Rodriguez-Jenkins. IT pros were assigned to each building, ready to leap into action if a meeting room stopped working.<\/p>\n

Suddenly, that well-oiled machine was disrupted.<\/p>\n

\"Olkies
Silvina Olkies leads the Microsoft Helpdesk team in Microsoft Digital and has overseen their transformation during this period of remote work.<\/figcaption><\/figure>\n

\u201cWe prepared for a lot of things, but we never thought that we would ever need to send everyone home,\u201d says Silvina Olkies, a senior director for End User Support in Microsoft\u2019s Digital that leads the company\u2019s helpdesk team. \u201cThere have been many challenges\u2014helping our employees stay productive working from home at exactly the same time we were asking our entire helpdesk team to start working from home really pushed us, but in a good way.\u201d<\/p>\n

Olkies thinks of the shift to remote working as an opportunity for rapid digital transformation.<\/p>\n

\u201cWe have 600 agents working at five different contact centers around the world,\u201d she says. \u201cWe were able to move them to working from home in just a couple of days. We have 400 Tech Link technicians who were used to working with people in person at our offices all around the world\u2014we were able to seamlessly add them to our contact center platform and have them start taking helpdesk calls and chats from their home offices.\u201d<\/p>\n

It wasn\u2019t without bumps, but the transition went well and happened fast because the team has been working to overhaul its helpdesk model, Olkies says.<\/p>\n

\u201cBecause of our all-in-one cloud-based contact center platform, Genesys built on Microsoft Azure, it was fairly easy for our team to take their laptops home and take calls and chats there,\u201d she says. \u201cOur system for automated routing and call and chat distribution works just as easily from home as from the contact centers.\u201d<\/p>\n

As for shouting across the contact center cubicles to ask a friend to help solve a sticky problem?<\/p>\n

\u201cWe now do that in Microsoft Teams,\u201d Olkies says. \u201cWe have channels for each topic area\u2014we\u2019re actually benefiting from this because we\u2019re recording our institutional knowledge in a logical, easily findable way.\u201d<\/p>\n

Arce says typing a question into a Microsoft Teams channel helps her get timely answers from subject matter experts around the globe.<\/p>\n

\u201cEveryone starts pitching in on questions,\u201d she says, adding that their responses become part of a group-think solution on that issue. \u201cYou start to build up a record of things that worked or didn\u2019t work. That’s something that didn’t exist before\u2014I hope it stays with us.\u201d<\/p>\n

Olkies says the lessons learned during remote working will indeed be carried forward as the organization comes out of this crisis and continues to deliver support and enable productivity across Microsoft.<\/p>\n

Enabling remote connectivity<\/strong><\/p>\n

When Microsoft employees were asked to start working from home, Helpdesk tickets surged, with most asking for help with Remote Access or dealing with passwords and authentication issues.<\/p>\n

\u201cAt the beginning, many people didn\u2019t have phone authentication set up because they had never needed to use it before,\u201d says Olkies, adding that access to sensitive information via virtual private networks (VPN) was also an early issue. \u201cSome people didn\u2019t have VPN set up properly. Some people needed help resetting passwords.\u201d<\/p>\n

After people got their systems set up, VPN and authentication issues began to fall off, replaced by more typical requests and for help with new services that were being deployed.<\/p>\n

\u201cIt\u2019s always a mix,\u201d Olkies says. \u201cWe\u2019re past our initial surge and more back to what feels like normal\u2014if having everyone working from home can be considered normal.\u201d<\/p>\n

Contact centers experienced a volume increase of over 40 percent, but because most offices have been closed and employees are encouraged to work from home, Tech Link technicians like Rodriguez-Jenkins have been assisting users remotely. \u201cSince employees can\u2019t walk into a Tech Link, we\u2019re right at the level I would expect,\u201d Olkies says.<\/p>\n

For Arce, the calls and chats she gets also reflect how things have settled down now that employees are more firmly established in their home offices.<\/p>\n

\u201cNow it\u2019s calls about internet connection troubles, low bandwidth, that kind of thing,\u201d she says. \u201cAnd we\u2019re really steady with VPN.\u201d<\/p>\n

As a VPN specialist, Rodriguez-Jenkins agreed.<\/p>\n

\u201cI like to call myself the MSFT VPN master, which is super nerdy in itself,\u201d he says. \u201cI don\u2019t know why, but it just clicked with me\u2014that\u2019s why I tend to get a lot of tickets for setting up and troubleshooting remote access.\u201d<\/p>\n

Moving from helping people in person to helping them remotely hasn\u2019t diminished his impact, for which he is thankful.<\/p>\n

\u201cOn my first day, I had this one client\u2014it was another VPN issue,\u201d Rodriguez-Jenkins says. \u201cShe just couldn’t connect her VPN.\u201d<\/p>\n

The solution was simple\u2014he was able to solve it in three quick steps.<\/p>\n

\u201cShe was so grateful,\u201d he says. \u201cI have never felt more useful. I felt so accomplished doing such a simple task for somebody. I know it sounds so small, but it was such an important moment for me, being able to help someone when I wasn\u2019t there in person.\u201d<\/p>\n

Getting it right mattered because of how important it is for us all to be able to work remotely successfully, but it also mattered personally for Rodriguez-Jenkins.<\/p>\n

\u201cI’m actually a person who has an immune disorder, a genetic disorder,\u201d he says. \u201cI\u2019m one of the vulnerable ones who has to watch out for this\u2014I have to be very careful with everything I do. That\u2019s why it\u2019s so important for us to do everything we can to help people solve their tech problems remotely. Everything that Microsoft is doing to expand remote working is saving lives. It’s making a difference. As someone who relies on safer practices, I appreciate that.\u201d<\/p>\n

Here\u2019s how Microsoft is enabling a modern support experience at Microsoft.<\/a><\/p>\n

Read how Microsoft is reinventing the experience its employees have at work.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

This content has been archived, and while it was correct at time of publication, it may no longer be accurate or reflect the current situation at Microsoft. With everyone working from home, sometimes you just need to talk to someone. \u201cI like to talk to people,\u201d says Andrea Arce, an agent on the Microsoft Helpdesk […]<\/p>\n","protected":false},"author":146,"featured_media":5569,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"_hide_featured_on_single":false,"_show_featured_caption_on_single":true,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false},"version":2}},"categories":[1],"tags":[],"coauthors":[674],"class_list":["post-5566","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","m-blog-post"],"jetpack_publicize_connections":[],"yoast_head":"\nHow Microsoft\u2019s Helpdesk is propelling the company forward during remote working - 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