Technical support can help with easing the transition into BI

At many places of business today, leaders have figured out that there's great potential behind business intelligence (BI). By analysing data about their operations, finding noticeable trends and using that knowledge to adjust their strategies moving forward, companies can increase their productivity and profitability dramatically.

Sometimes, employees aren't blessed with the necessary skill sets to make the most of BI immediately.

There's just one problem – sometimes, employees aren't equipped with the necessary skill sets to make the most of BI immediately. Sometimes data analysis doesn't come naturally to them, or they don't have the critical thinking skills to make sense of the findings they come across.

If and when this issue arises, it's no reason to panic. Your BI initiatives are far from doomed – instead, all you need is a strong framework in place for technical support. This should get your staff right back on track.

What goes into great tech support

Are you ready to delve into business intelligence solutions, but unsure of whether your staff will have all of the technical skills required? If so, you need to have a robust system in place for tech support. According to the Industry Skills Councils, the following are three key elements of the necessary tech support skill set:

  • Giving valuable IT insights: Tech support specialists should be experienced with a wide range of business technologies and willing to share their insights. They should also be skilled communicators, adept at conveying their ideas in a way that ordinary employees will understand.
  • Coordinating communication channels: People today like to resolve tech issues using a wide variety of methods, including in-person conversations and inquiries made via phone, email, mobile chat and so on. Tech support people must be willing to handle any of the above.
  • Gathering information: The more work your IT team does, the more historical data they'll have on what strategies have and haven't worked for your office in the past. They can use this knowledge to inform future decisions.

Technical and emotional intelligence both matter

What's truly challenging about giving technical support is that it doesn't just demand being smart. There's more to it – support specialists need to have emotional intelligence as well as the technical kind, which will help them communicate with employees and speak a common language.

Tech support specialists should be as nice and helpful as possible.Tech support specialists should be as nice and helpful as possible.

PCWorld notes that it's important for tech support people to understand that their clients don't always think like them. They don't always analyse computer issues in the same sophisticated ways, or speak using the same jargon. To truly level with people, it's important to adjust the ways they think, speak and act.

Another important aspect of emotional intelligence in tech support is respecting people's space. Computers – and these days, smartphones and tablets as well – are highly personal objects with a lot of private information on them. Tech support personnel need to keep their distance when it's appropriate and try not to be overly invasive, such as by fixing things that don't need fixing. The objective is to get in, do one specific job and get out.

Get solution consulting help when you need it most

If your staffing is struggling with a certain aspect of business technology, it might be time to get professional help to eliminate whatever issues there might be. At AtoBI, we offer help in the form of solution consulting, tailored to fit your company's specific needs.

If you're facing a daunting business challenge, we can help you overcome it. Our job is to prototype, develop and implement solutions that will enable your business to thrive. Talk to us right away about how we can do just that.