Building the Model Technician: Key Characteristics for Modern Service Employees

April 25, 2013  

Technicians still represent the front lines for IT service providers. However, the impact they have on the health and growth of the business is often overlooked in the day-to-day management and strategic planning for most service businesses.

Our recent IT Service Provider Benchmarking Study found that 26% of service providers are currently not even measuring the business impact
of their employees and technicians.

Nearly one-third of the providers surveyed are measuring and tracking business impact purely to revenue, with 13% attaching value to billable hours and 7% assessing based on the amount of business they generate.

The survey showed that service providers are increasingly evaluating technicians based on expertise and service levels. When asked how they identify their most valuable employees/technicians, the top two responses were:

  • Technical knowledge of products/systems (28%)
  • Customer satisfaction ratings (26%)

Illustrating this shift in focus, managed services was ranked as the top growth area in the survey by 63% of providers. Product knowledge and technical skills were critical for service providers in the days of “break/fix” repair businesses, but these characteristics are even more important as the business models move more to the cloud and technicians take on a proactive, multi-dimensional role in client interactions.

In this new environment, technicians are typically working remotely rather than on-site, and clients have even higher expectations for uptime and rapid response. Today’s technician must have a deep understanding of hosted applications, networks and mobility. In addition, it is equally imperative to ensure techs have easy access to central information on their clients. It’s important that technologies such as CRM and ticketing systems are integrated, as they are essential tools for techs to meet the changing demands of their clients.

Knowledge and customer satisfaction are closely tied, but clients are now often measuring performance on timelines and deadlines so the ability to meet and deliver on SLAs is essential for both service providers and their technicians. They need automated routines to take service alerts to ticket and billing in an integrated, streamlined way. In fact, 51% of service providers rated SLA performance as a top contributor to the health of their business.

If you haven’t already accessed the IT Service Provider Benchmarking Study, download the free E-book, “Metrics That Matter: An Intelligent Approach for IT Service Providers.” A deeper look at the survey data will also be shared via a global webinar on 09 May 2013.

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