Have you noticed over the past couple of years mobile device support is taking more time on your help desk? I have noticed it at my work place. A recent study revealed that nearly two-thirds (65.7 percent) of the 816 individuals who participated in the poll, said that their IT departments are getting more requests to support mobile devices. Demand for Blackberry [NYSE: RIMM] support is the highest. (Well, that's a no-brainer...)
“Today’s IT professional is no longer dealing with a handful of computers. Blackberry mobile devices and printers are networked in a single location,” said John Venator, president and chief executive officer, CompTIA.
“They’re dealing with a plethora of devices that connect headquarters to a mobile workforce, at-home teleworkers, and satellite offices half a city or half a continent away. The ability to access applications and data from virtually any location is a powerful tool that enhances efficiency and productivity. But to take full advantage, organizations must employ IT professionals with a broad base of skills and professional certifications.”
This trend may appear to be a small fluctuation now, but in the future it will change the bottom line for help desk metrics and customer satisfaction. Some help desks do not pay for additional support from mobile device providers, but a year from now, that could be a point of fault. Mobile device support is a growing need, and for many help desks, 2008 may be a good time to beef up your staff and knowledge base with the tools needed to support mobile devices.
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Tracked on: January 9, 2008 11:03 PM | Permalink to Trackback