How to Manage Tech Support in Today's Chaotic Climate

The proliferation of devices and the consumerization of IT make tech support today more difficult than it has ever been. It's now nearly impossible for frontline support reps to know how to fix all of the devices and operating systems used by their companies' employees. IT support teams need to develop specialists and update their processes and technology to allow for more collaboration. That way, reps can easily access and pull in the right expertise when working with an unfamiliar platform or device.

The Challenge of Remote Tech Support

One big challenge with today's highly mobile workforce is that you're often trying to resolve issues from a remote location. Because each device is different, it's extremely helpful to have a remote support solution that allows you to access and see information from the device versus depending on the end user to accurately describe the issue. If you can directly see the screens of their BlackBerrys or the system details of their Android tablets, for example, it's much easier to diagnose and resolve their issues.

A more mobile workforce also tends to blend work and play, which means they're working and require support outside of traditional support hours. IT organizations must find ways to provide support 24/7 whether it's through extended hours or more thorough self-help tools.

Leverage the Cloud Wisely

When it comes to cloud computing, we do have some of our applications and data in the cloud, while others remain on-premise. We believe leveraging the cloud makes a lot of sense for certain types of applications, but not all. Because a remote support solution can provide access into employees' computers, as well as servers, POS systems, and so on, it can potentially be used as a gateway into nearly every system within a company. For that reason, we believe it's best for organizations to keep their remote support solution in-house and behind their own firewalls. For other applications that don't contain or provide access to sensitive data, a cloud solution from a trusted provider is often the most cost-effective and practical option.

As employees bring in their own devices and go out and buy their own cloud-based solutions, IT support teams are slowly losing control over their environment. Creating harsh policies that restrict people from using personal devices or telling them to go through IT for every technology purchase won't work. It's like trying to fight gravity. Instead, IT should develop guidelines for BYOD (bring your own device) and for leveraging external technology solutions. These guidelines should ensure employees aren't opening security gaps that could harm the company.

Your IT department also needs to invest in solutions that allow you to support a wide variety of platforms and devices, not only those that are company purchased. That way, reps can be prepared to help no matter what employees throw at them.

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