Category: Help Desk Management
Published: January 2013
In the old days, IT was king ‒ issuing decrees about acceptable hardware and software, which it maintained to keep staff productive and company information and services secure. But a revolution has overthrown the king!
Now, staff not only bring their own personal devices to the office and wilfully choose their own apps, they often seek their own solutions to fix tech issues. Is there still a place for IT?
Of course there is! The trick, explains industry analyst Daniel Wood, is to harness the increasing IT literacy of customers while tech support evolves to match the ever-increasing needs and expectations of customers.
Download the paper to learn:
• How to harness the growing tech savvy of end users
• Best practices for using social media, self-service and forums
• When and how to say ‘No'
• And more...
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