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Easing Wireless Helpdesk Nightmares

By CIOinsight  |  Posted 09-30-2010 Print
The critical need for corporate wireless help desk services to support thousands of mobile devices is placing a tremendous burden on the IT department. This can be detrimental for companies struggling to provide quality wireless help desk service internally, as they often lack enough personnel who are skilled in using advanced mobile device management and remote troubleshooting tools.
It isn't surprising that IT professionals are expected to wear different hats for various IT issues and responsibilities. But the truth is, many end up fielding incessant calls to address employees' wireless device and plan complaints or other time-consuming requests. These user requests can easily eat up 70 to 90 percent of an IT professional's workday.

With the explosive growth in mobile devices, and along with it the increased need for support services, the IT team is trying to manage a critical area without specific wireless expertise. Their other assigned job responsibilities are eclipsed by activities such as trying to stay up to speed on the latest mobile devices, platforms and plans. As a result, the IT department operates inefficiently and becomes distracted from larger, strategic company issues. Meanwhile, IT staff frantically tries to keep up with one-off requests.

Outsourcing wireless help desk services is one way to ease the burden on IT. Here are three reasons why it works:

  • An outsourced wireless help desk can work in tandem with a wireless expense management (WEM) solution to handle all steps of the corporate mobility life cycle and eliminate piecemeal service for an employee base.
  • Typical enterprise IT teams are not equipped with the advanced skills needed to address the array of wireless ordering, as well as the mobile device and application issues that typically flood a help desk.
  • By using real-time wireless usage management to catch unanticipated wireless behavior the moment it happens, a wireless help desk provider can then take immediate action to curb the activity.

For more best practices, read the eWeek article How to Save IT from Wireless Helpdesk Nightmares.


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