Workplace technology has moved far beyond the desktop computers employees once relied on to do their work. Today, a new employee can often expect to be issued two or more devices on the first day of work, each of which has its own learning curve and limitations. Armed with a laptop and smartphone, a professional can work while in the office or on the road.
However, when an employee experiences issues with either the assigned hardware or software, that usually means a phone call or electronic ticket to the helpdesk team. As the workforce grows more mobile, however, helpdesk teams face increasing challenges in providing that support. Here are a few complications mobile business brings to helpdesk teams.
Providing support by phone can be difficult, since you can’t see what the remote user is currently seeing. Fortunately, there are a wide variety of tools that allow you to take over an end user’s computer, including Windows Remote Desktop Connection. As long as a computer is turned on with a network connection, you’ll be able to take it over from your computer and troubleshoot any issues.
Multiple Device Knowledge
Even if a business standardizes the device types they buy, tech teams must still know how to troubleshoot multiple types of equipment and software. In addition to desktops and laptops, technicians will likely be called on to troubleshoot smartphones and tablets. In some cases, they may need knowledge of Apple’s iOS, as well as the Android mobile operating system. Keeping up with these different device types means consistently updating your training.
Policing User Habits
As helpful as computers have been to conducting business, it has long brought a complication when it comes to worker productivity. When a helpdesk team receives a call from a supervisor about an employee’s social media use, for instance, that team must decide whether it’s their responsibility to police user activity. However, video streaming and other activities can slow down the network, causing disruptions that do impact the helpdesk.
With so many workers on the road, technicians face challenges in resolving tickets. This is only complicated with multiple employees providing tech support. For that reason, it’s more important than ever that everything be streamlined using helpdesk software, which ensures each employee can see an entire call history and continue to receive reminders to follow up if previous attempts to contact a user have been unsuccessful.
24/7 Support Calls
The ability to work from anywhere means professionals are more likely to be working around the clock. This leaves helpdesk teams with the difficult decision of whether or not to offer after-hours support. If a CEO can’t find a file in the middle of the night, should that CEO have an emergency contact? While you may not be able to keep a full staff for after-hours support, there might be instances where it’s wise to have emergency support for higher-level personnel.
Helpdesks often support end users who are working from home, coffee shops, hotel rooms, and other offsite locations, each with its own Wi-Fi setup. Yet those users will expect support from your team for any of the issues they experience. In some cases, the issue may need troubleshooting by the person’s home service provider or the hotel’s tech team. Only once the laptop is connected will you be able to remote in and fix any other issues that may arise.
Helpdesks face many challenges in providing support to customers. With the number of device types always growing, it’s important to keep technician training as up-to-date as possible, since it will help you provide the best customer service.