The Changing Face of the Help Desk

By: Absolute Team | 3/28/2013

Tom Kaneshige recently wrote an opinion piece for about BYOD programs and what they mean for the IT help desk. Kaneshige argues that trends such as BYOD could foretell the end of the help desk, though we would argue that the help desk is simply evolving with better tools and information. As the article notes, the distinction may simply be one of definition, with the new help desk becoming a part of remaking IT as "a great productivity enabler."

In the article, "Killing the Help Desk Softly - or Blowing It Up," Kaneshige interviews Gartner analyst Jarod Greene about the trends in the help desk function. The article talks about how BYOD has not flooded help desks with additional queries. As is shared in the discussion, one of the ways that queries has decreased is through the proliferation of information. We are able to adapt to the workforce because we are building better information, often crowd-sourced, and our tools are better able to manage this information and to provide more of it to the end user.

With the increase in information and the addition of better tools, such as mobile device management tools that work directly with help desk tools, the service desk became more efficient. The article continues to talk about how employees now crowd-source their own solutions and how this could affect the future of IT. A very lively discussion topic.

Given the consumerization of the enterprise workforce, IT's role will be to manage and secure these endpoints and to build a foundation that optimizes the service they deliver using best practices. With Absolute Service, IT can build a foundation from all areas of the organization and use ITIL certified best practices to apply precise control over the levels of service they deliver, predicting potential points of failure, and making real-time decisions for the most efficient and cost-effective outcome.

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