BYOD,Killing,The,Helpdesk,TheB communication Is BYOD Killing The Helpdesk?
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TheB-word has been discussed with consternation among IT circles. IT security hasbeen forever concerned about the risks it poses, while the end-user serviceshas been worried about what it will do to the call volumes at the helpdesk.BYOD was supposed to have flooded the IT helpdesk with calls from users that itwas unable to address. However, the reality is that the call volumes havedropped, and so has the helpdesk staff. This is indeed a puzzling trend whichneeds investigation. Thereduction in call volumes at the helpdesk should not be perceived as reductionin complexity or a great job done by IT. The fact of the matter is that IThelpdesk is becoming irrelevant to the users. While not the only one, BYOD is amajor reason for this shift among others. Millennial workforce the tech savvy,millennial workers do not need the help of the techies as much as theiroutdated counterparts. It is highly unlikely that they will pick up the phoneand call John from tech services as soon as their device malfunctions. They arecloud enabled Google enthusiasts folks who can fend for themselves when facedwith a problem of technical genre. BYOS (Bring your ownsupport) Another reason for the how may I help you chanting folks to feel left outis the approach most organizations took towards the B-crowd when they allowedthem to carry their dream gadgets to work. They basically asked them to learnto swim on their own if they wanted to use the pool. Therefore, while thetechies were sharpening their swords for the battle of device proliferation,the users learnt the tricks of the trade, and turned out to be bettergladiators than them. By the time IT rose to the challenge of BYOD, the war wasalready won, and they were left as mere spectators. Social, collaborationand knowledge management A trend parallel to the users attainment of technicalnirvana was the push from the business to go social, collaborate more, andmanage their knowledge better. This played a significant role in diminishingthe importance of the helpdesk. The irony of the situation is palpable, becausethe tech support teams created the weapons for their own destruction. Unableto call the samurais to fight the evil, the townsfolk opened their own dojosand taught each other the art of war. The users used the new and evolvedintranets for sharing tips and tricks, and helping each other with technologyrelated issues. These knowledge-bases grew into sophisticated self-help portalswhere the technology novices cold look for help in times of distress. Thischanged the culture from call for help to one of browse for help So can the HD berevived? Thebig question is can this be undone? The answer is no. So is all hope lost forthe technical assistant? Maybe not. While the technologyself-sufficiency trend is a positive among business users, the helpdesk mustsurvive, if only to control the user behavior. After all, it is the face of IT.Even though its revival is difficult, if not impossible, the only way to resurrectthe service desk is for it to be reborn as a business productivity team. Thisteam has to be like an apple genius bar or a BestBuy Geek Squad. It has to belocal, preferably walk-up, to give the face-to-face experience. It has to befocused on fostering relations and user's productivity improvement. Thenew SD has to leverage the changed user behavior to its advantage, and become atechno-advisor rather than an be an agent. Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable{mso-style-name:"Table Normal";mso-tstyle-rowband-size:0;mso-tstyle-colband-size:0;mso-style-noshow:yes;mso-style-priority:99;mso-style-qformat:yes;mso-style-parent:"";mso-padding-alt:0in 5.4pt 0in 5.4pt;mso-para-margin:0in;mso-para-margin-bottom:.0001pt;mso-pagination:widow-orphan;font-size:11.0pt;font-family:"Cambria","serif";mso-ascii-font-family:Cambria;mso-ascii-theme-font:minor-latin;mso-hansi-font-family:Cambria;mso-hansi-theme-font:minor-latin;}
BYOD,Killing,The,Helpdesk,TheB