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.