How BYOD could change the face of tech support

How BYOD could change the face of tech support

Bring your own device (BYOD) strategies have become hugely popular with many businesses, not only in the UK, but all over the world.

The adoption of such an approach does bring with it many benefits, but there are also a number of challenges that are in need of being solved in order to allow the company to move forward.

According to expert Mary Brandel, one of the considerations that many firms need to consider is that of what happens to technical service and support. It seems easy to imagine two extreme situations resulting from a BYOD implementation; either that of tech workers being overwhelmed by the number of calls being made to them, or a situation where a help desk will become an almost completely unused, due to smartphone and tablet users being more willing to seek out support independently.

In an article for Network World, Ms Brandel suggests that there are a number of ways in which BYOD has changed the way firms approach their technical support.

One of the most noticeable trends is the fact that technical skills are not nearly as highly valued as they once were.

In fact, such skills were not even ranked in the top five of skills needed by busisiness, with customer service, problem-solving/troubleshooting and communication skills being the most in-demand.

James Gordon, vice president of IT at Needham Bank, told Network World that customer support in particular is a more important quality in an employee.

He added that his bank's support desk need to be even more in touch with an ability to holding one-on-one conversations with the bank’s iPhone users, due to the fact that iOS does not support remote connection sessions.

“It goes back to soft skills, it’s absolutely critical that remote users and tech support talk again. The end user needs to be a partner in the resolution," he said.

Not only do staff need to adapt to one-on-one conversations, but they also need to be able to communicate using a number of different channels in order to keep up with a trend that has changed the way the way in which companies go about their business.