BYOD and Service Desks

Service Desks

BYOD and Service Desks

Randstand Technologies, a successful IT firm and thought leader in service desk operations, recently put out a compelling Infographic called “The Future of Service Desks: All About User Experience.” IT service desks have become a staple of many businesses within the past few years. Mobile technology and social media are basically forcing IT help desks to improve or be left behind. Many professionals say it’s about time.

From Jeff Brandt of Randstad Technologies: “Connected devices and social media are a mainstay of today’s mobile workforce and many end-users seek IT service desk support while away from their desks.”

Some interesting points from the Infographic:

  • Social engagement: Social media and forums will be used to brainstorm solutions and receive incoming service requests.
  • Mobile applications: Connected mobile users will be able to schedule appointments, check the status of a service ticket, or receive maintenance alerts right on their smartphones.
  • Virtual assistance: Users will can start and instant chat with a technician or even access answers to questions, all without the hassle of getting up and walking to the physical service desk.
  • Traditional phone support: Fear not, robots are not taking over yet, and no IT department will cut its call-in lines anytime soon. Users will always be in need of immediate support and many customers still prefer talking to a live person.

IT service desks have become increasingly popular over the last few years in a recent surge of “Bring Your Own Device” (BYOD) solutions provided to customers. Some experts are predicting the BYOD industry could see as many as 328 million workers in 2017. This is a significant increase of job growth, up from 175 million workers in 2014. This means that not only will companies have to evolve to allocate resources for the cloud and big data, but for service desk resources as well.

What new changes have you seen with BYOD applications or virtual service desks? Let us know in the comment section below!

See the Infographic below courtesy of Randstad.

BYOD and Service Desks

Matrix
When sci-fi films like Tom Cruise’s Oblivion depict humans living in the clouds, we imagine that humanity might one day leave our primitive dwellings attached to the ground and ascend to floating castles in the ...
Mitigation Security
Data scraping solutions When people hear the term data scraping, their first thought is often about how companies use this technology for competitive reasons – specifically to pull publicly-available data from millions of websites in ...
David Dymko
Working with virtual machines and or Kubernetes A conversation with David Dymko, Director of Engineering for Cloud Native Development at Vultr.com If you work with virtual machines and or Kubernetes, and if you have some ...
Yuliya Melnik
DevOps Services Outsourcing The sooner you release your unique idea to the public, the higher the chance that it will receive the lion's share of the audience's attention. Delays in development can lead competitors to ...
Adam Cole
Mitigating Regulatory Risk Some of the great business opportunities for Unified Communications as a Service (UCaaS) integrators and Value-Added Resellers (VARs) have been the emergence of cloud, telephony and Unified Communications (UC) technologies such as ...