The Millennial IT Support
Readiness Self-Test
To assist IT managers and tech support personnel in understanding their own level of preparedness for this new generation, we created the self-test below.
Scoring
Give your support department a point for every positive answer.
Below 8: Stuck in the Past
You may find some restive and unproductive Millennials in your workforce, which could impact employee retention. Find out what channels and devices they prefer and look for ways to incorporate those into your support model.
Between 8 and 15: Needs Improvement
Not bad, but you might want to evaluate additional communications channels and optimize your self-support site to fit Millennials’ preferences.
16 or more: Millennial Maven
You’re in great shape to support this next generation of employees and customers!
| Communications Expectations | Y N |
| Do you think Millennials have somewhat different technology expectations? | |
| Do you think Millennials adhere to IT policies? | |
| Can users contact IT support via phone? | |
| Can users contact IT support via email? | |
| Can users contact IT support via chat? | |
| Can users contact IT support via other means? | |
| Does IT support typically respond in under 10 minutes? | |
| Does IT support have an SLA for response time? | |
| Problem Solving | Y N |
| Do you allow access to social networks like Facebook or Twitter? | |
| Do you have an internal corporate social network or forum? | |
| Do you have a tech support forum? | |
| Do you have searchable documentation online for corporate applications? | |
| Do you have online FAQs for tech support? | |
| Is your online support documentation search-optimized? | |
| Do you offer technology troubleshooting training for users? | |
| Does IT suppot use shared-screen remote management tools? | |
| Personal Technology and Everywhere Access | Y N |
| Do you enable email/calendar access from smartphones? | |
| Do you enable application or network access from smartphones? | |
| Do you enable email/calendar access from users’ personal devices? | |
| Do you enable application or network access from users’ personal devices? | |
| Does IT support users’ own PCs or tablets? | |
| Does IT support users’ personal smartphones? | |
| Do you provide 24/7 tech support? | |
| Do you provide 24/7 tech support for users’ personal devices? | |
| TOTAL SCORE |
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