Company call centers and help-desks like this one at State Farm can get overwhelmed after the holidays. Today’s columnist, Raz Rafaeli of Secret Double Octopus, offers ways for organizations to better manage the post-holiday blitz of help-desk calls. State Farm Creative Commons Attribution 2.0 Generic (CC BY 2.0)

It’s always difficult for employees to settle back into work after the holiday season – and that especially holds true for IT professionals. As employees return to work after the holidays, they inevitably subject help desks with a barrage of new support tickets, while simultaneously opening up potential cybersecurity weaknesses. In 2021, companies will also have to deal with the lingering impact that COVID-19 has had on employee working environments. In response, this holiday season and beyond, enterprises need to take a proactive approach to minimize help-desk overload. 

Companies have to remedy today's help-desk backlog because even as we grow closer to the prospect of an end to the COVID-19 pandemic, the rise in remote work shows little sign of abating. In a recent Gartner survey, 47 percent of organizations say that they will let employees do their jobs entirely remotely regardless of the situation with the pandemic. Compared to the 5 percent of workers in the U.S. who worked remotely full-time pre-COVID-19, this marks a profound shift in how organizations will operate going forward – not necessarily good news for IT professionals.

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