It’s hard to imagine we’re halfway through the second decade of the twenty-first century and the year 2020 is just a stone’s throw away now. Countless changes and advances have happened in a short amount of time, and a help desk worker who walked right out of 1999 into today would need a lot explained to them. The impact of mobile devices, cloud computing, and big data can’t be overstated. What’s next? What’s on the horizon? What trends are driving changes in the IT department heading toward 2020? Here are the red-hot trends you need to be on top of.
1. Accepting the Concept of BYOD
BYOD has been trending for some time, but until recently most IT departments tried to keep user devices off the networks. The security issues alone are enough to cause night terrors, and when combined with compatibility and other technical issues, the whole concept is nerve racking. But whether IT likes it or not, users are accessing corporate networks via their laptops, tablets, and even smartphones. Soon, 62 percent of companies will have given in to allow BYOD. It’s time to develop solid use policies and guidelines to prepare for the influx of mobile devices.
2. Splitting Support Teams for Mobile and Desktop Users
The influx of mobile devices means that IT has to develop strategies to cope with the vastly different sets of questions and issues of mobile users versus traditional desktop users. Many companies are responding by splitting IT service management into two groups: those supporting desktop users and those supporting mobile users. This way, help desk workers can specialize their knowledge and skills and offer a higher level of support to all users.
3. Big Data for the IT Help Desk
Big data is perhaps the most buzzed-about buzzword in IT over the past couple of years. However, it’s been much slower to catch on in practice than it has been to take over the blogs and news feeds. For the help desk, big data has the capacity to tremendously improve customer service and boost security. As companies begin to embrace and analyze big data, it will offer a new set of tools for innovation and improvements.
4. Moving the Help Desk to the Cloud
As you can see, a lot is going on in a short time, and IT was already stressed with budget cuts before these new issues arose to challenge them. This makes a cloud help desk an ideal solution for companies that need their IT workers focused on adapting to new technologies instead of manning phones to answer mundane user questions. A cloud-based help desk offers easy, intuitive knowledge bases and customer support, freeing IT workers for more productive tasks.
5. Analysis of Social Media
Surveys and data collected from user contact with the help desk is limited in the amount of insight it can provide the IT department about its customers. Social media, however, is loaded with such information. By monitoring chatter on social media and using analytical tools to glean posts for valuable insight, IT can get a clear and accurate picture of what customers want, what they like, what they need, and what’s missing. As we move toward 2020, social media data analysis won’t be an extra, it will be critical for staying competitive.
The face of IT is changing rapidly, and staying on top of these trends will help your organization thrive heading into the next decade.
About Greg Ghia
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