The Happy Help Desk — Oxymoron or the Best Future for Your Mobile Enterprise? - CompuCom - ContactCenterWorld.com Blog
What’s your first thought when hearing the term IT help desk?
With anything to do with enterprise mobility, this typically means calling the carrier.
If you’re like most people, you are already preparing yourself for a lengthy recording and automated responses followed by slow response times, half-solved tickets, re-routing your call to another department and being on hold for a lengthy time. In the end, your problem is not resolved. Sound familiar?
Or, instead of calling the carrier, your end users contact your in-house IT help desk for assistance.
This is not going to be much better, as most IT departments are already under-staffed, lack the specific knowledge required to properly assist end users regarding mobile, and mobile carrier requests take a back seat to other IT-related tasks.
These requests may not be seen as a priority, even though it may be key to closing a sale or supporting an existing customer.
So much for the promise of the mobile enterprise delivering on anywhere/anytime productivity.
There is a better way
When choosing an enterprise mobility solution, look for one that can truly provide a holistic solution. This includes seamless help desk support 24/7/365 – but minus the lengthy recordings and automated responses that increase your frustrations when dealing directly with the carriers.
I’m not just talking about email support or leaving a voice mail, or having to talk to a third-party support team who doesn’t ever seem helpful. This is what I mean:
Focused on the user?
Here is a typical scenario in the enterprise: Say it is 7 p.m. on a weekday, and your employee needs his or her device activated.
With most help desks, the employee would send an email or open a ticket with the IT department’s IT Service Management (ITSM) tool…and wait until the next business day when IT is in the office and sees the ticket.
IT would then forward it to the appropriate people/carriers for processing and activation.
This means someone in IT will have to first get the carrier to activate the device, then provision the enterprise security on it. Can you see the delays starting to happen? The point is, in a typical scenario, IT needs to interface with a lot of different suppliers to get this one action done.
Focused on the user!
However, with a well-rounded mobile enterprise solution, that 7 p.m. request for activation would be handled by one source and by 7:15 p.m. the same night.
The device will have been provisioned, activated and ready to go. The help desk staff in this scenario is part of the mobile enterprise team, knows the contract, the details and supports the request with a great attitude and with the same level of consistent, helpful service.
Beyond just being convenient and pleasant to the employee to have a fast response, this kind of turnaround is absolutely required if your employees are deployed in extreme situations like a natural disaster.
Weight off your IT department
Ask yourself these three questions:
- Does my IT staff have the time, resources and expertise to select the right rate plan for our end users?
- Does my IT staff have the knowledge and understanding to analyze employee data usage patterns to ensure we assign the proper rate plans?
- Are we leaving data on the table because the wrong plans were selected and placed into two- to three-year annual contracts?
A comprehensive enterprise mobility solution is a cost effective and sanity-saving alternative; if your IT staff does not have the time, knowledge and resources to spend consistently interfacing with carriers and end users, then it is time for a better enterprise mobility solution.
What you need is a mobile enterprise supplier with an end-to-end solution specializing in coordinating implementations with device manufacturers and telecommunications service providers. A solution that will negotiate discounted deals on your behalf, thanks to a better bargaining position with vendors.
Taking managed services one step further, a single-source solution provider can also provide kitting and configuration services including device lifecycle, device repair, security control (Mobile Device Management Client) according to your company policies, and disposal of legacy hardware.
With this option, technology management is entirely taken care of for your mobile enterprise.
Service with a smile
Your IT department can focus on its most strategic projects without getting pulled into work requests that can be handled by an experienced enterprise mobility partner with a holistic solution.
For instance, imagine that your marketing team committed to hosting a large trade show and needs IT support for 150 booths as in this example.
In that scenario, the right mobile enterprise partner can take the request off your in-house IT department’s hands, and help your marketing business unit with its project.
This provides a win for IT and a win for the business. It frees up your dedicated IT staff to focus on the biggest-value projects to the organization and lets you rest easy knowing that a trusted partner will adhere to the proper enterprise security provisioning.
Read about the “no contract” enterprise mobility suite to learn how to keep your mobile costs under control and identify new ways of doing business. Please leave your comments and questions below.
Publish Date: January 17, 2017 5:00 AM
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