Evolution of Tech Support Whitepaper

Digital transformation and the evolution of tech support roles.

Is Your IT Workforce Ready for Change? Digital Transformation and the Evolution of Tech Support Roles If there is one maxim that holds true in the business world today, it’s this: every company is a tech company. Years ago, technology was viewed as an outsourced necessity. Organizations would seek IT support only as needed. The modern age has transformed this issue to such a degree that there is scarcely a business that does not confront technology on some level. Today, companies consider technology to be an integral part of conducting business and have incorporated IT teams as an internal presence.

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As technology continues to transform our world, companies are embracing multiple forms of technology, such as cashless payments and QR codes, to perform transactions, track production and monitor operations. Even small localized businesses, such as those found at farmer’s markets and craft fairs, are utilizing forms of ecommerce technology, allowing customers to pay by credit card with mobile-phone enabled scanners. Emerging technology continues to forge a new path for modern organizations. These advancements are changing how we do business—disrupting operations, systems and expectations. One area of technology, in particular, that is feeling the strain is tech support. Tier-one support roles have always functioned as the first stop in the troubleshooting journey, a filtering mechanism for technology issues, but as innovations make way for self-service portals and user-generated password resets, many businesses are re-evaluating the responsibilities of tech support. THE EVOLUTION OF TECH SUPPORT At the base of every team is tech support. Historically, these groups have functioned as intermediaries between tech departments and end users, the foundational level of interaction for user issues. In the past, these teams were fully proficient in Windows operating systems and spent a majority of their time roaming the building checking desktop connections. Tech support was expected to be physically present and often spent time meandering around the building in order to solve problems.

These roles traditionally operated as a hierarchy where tech issues could be escalated according to severity, risk level and the need for expert intervention:

Tier 1:

Tier 4:

Tier 2:

Tier 3:

Manages first communication with end users

Not all organizations utilize a tier four level of tech support, but this usually refers to an outsourced third party where a vendor or consultant is needed to provide a solution.

An escalation from tier one when problems cannot be solved. Tier two individuals often possess specialized knowledge of certain systems or applications.

An expert level of escalation where sophisticated subject knowledge is needed to solve a problem.

and assists with basic

troubleshooting such as password resets and connectivity issues.

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At a time when systems were homogenous and technology was not yet capable of machine learning and automation, this arrangement was successful. Tech issues would often result in a discussion of basic PC troubleshooting or resolving problems with Windows. Today, however, the spread of remote workers and device diversity is causing a reinvention of how tech support is defined with end users located anywhere in the world. Support teams are facing systems and devices of such a varied nature that tech support often becomes a function of ticket assignment, instead of problem solving. The spread of disruptive technologies and the availability of a plethora of devices has organizations of all shapes and sizes surveying the digital landscape around them. With AI emerging to handle basic tasks, where does that leave tier one? Technology makes many things possible that were once unheard of. Now a commonplace occurrence, automation was once viewed as the stuff of science fiction. However, modern businesses use automation every day to manage mundane tasks and perform low-level functions. From a tech support perspective, automation is now being used to address many basic tasks. According to CompTIA, 26% of companies are aggressively pursuing automation as a general business strategy and another 30% are automating specific processes within their workflow. AUTOMATION ASSUMES BASIC TECH-SUPPORT TASKS

Chris Hodson, Chief Information Security Officer (CISO) with UK-based Tanium, spoke of this new reality saying,

“A decade ago, it was still basically the industry standard for IT staff to go fromworkstation to workstation, installing software from a CD as necessary. And that’s only one of the myriad tasks that has shifted from hands-on IT to automation. These days, so much that once required a manual touch can be accomplished with the push of a button.”

The evolution of tech support from on-premise problem solvers to distanced troubleshooters has many companies investigating alternatives to the traditional tech support team. The days of occupying personal space with a user have largely past. Automation can now bear the burden of many of those basic functionalities, alleviating some of the demands on tier one.

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EVER-EXPANDING DEVICE DIVERSITY Another challenge facing tech support is the proliferation of devices. Organizations consistently seek out innovations to help maximize profits. These optimizations often take form in the adoption of improved devices. Over the last ten years, there has been a surge in device options.

Hodson said, “Rewind 10 years to IT support teams I used to deal with. Support was homogenous… You walk into any contemporary organization, and you have this kind of smorgasbord of devices.” Today, we switch almost seamlessly from tablet to smartphone to laptop. As mobile devices were first exploding on the scene, there was a belief that a BYOD policy might alleviate tech support needs. However, CompTIA research shows that companies are actually shifting more towards providing corporate devices in order to dictate device management. This means that tech support across all these devices has to be considered. In fact, 51% of companies say that a major concern with mobility is ensuring that the employees are using their devices properly.

The expansion of devices bears a great influence on tech support as an ever-expanding set of skills and a growing knowledge base is needed to mitigate risks and solve technical issues. Now that we are no longer living in a tech world dominated by the Windows stack, many experts speculate that tier one support roles will revert to device management or customer service.

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REMOTE WORKING REVAMPS TECH SUPPORT One trend that continues to maintain its foothold is remote working, a persistent factor for the evolving role of tech support. According to a recent study by the International Workplace Group, 70% of employees work remote at least once a week and 50% work remote half the week. While remote work is not a new concept, it appears to be increasing in prevalence. Flexible working options are offered by some of the world’s most successful and prominent brands, such as Microsoft, Mastercard and Uber. What does this mean for tech support?

In the past, support roles have functioned within the physical space of the business. But with so many workers connecting from remote locations, the physical presence of support is becoming less important from an operational perspective. Dave Hagedorn with the United States Army Space and Missile Defense Command, sees support teams consistently vocalizing concern for their job security as a result of the disintegration of the traditional tech support role, commenting, “As we move from local domain to an enterprise model, tech support is very worried… We have to realize that we are likely going to lose our face-to-face, help desk support.” This move toward digitization has changed the traditional tier system of tech support because we no longer require a physical presence to the same degree. Businesses are finding alternative solutions to tech support where users are connected with call centers or self-service portals to complete a large part of their own troubleshooting. While this automation may save time with basic tasks like password reset, there is still a gap to be bridged when technology fails to accommodate for a user’s lack of understanding or inability to solve their own problem. Tech support personnel is still incredibly useful for these mediation purposes.

Despite the grim outlook for human involvement in tier one roles, many experts do not believe that tech support is going anywhere. Hagedorn still sees value in keeping a personal element in tech support:

“The most important thing from a tech support position, is a user perspective. I think we’re losing the personal element. We still need that personal touch to be the voice of the user…In the diminishing realm of the help desk, I think there’s value still for tech support, but companies are going to have to very wisely balance that.”

With careful consideration, organizations can utilize the skills of tech support in other, more useful areas, shifting towards more complex capabilities.

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DISRUPTIVE TECHNOLOGIES ALTER THE ROLE OF TECH SUPPORT In addition to automation, emerging tech plays a much larger role than simply managing basic tasks. One of the most discussed elements impacting tier-one support is the introduction of technologies such as machine learning, the cloud, AI and IoT.

The adoption of new technologies has led to a much more heterogenous technological world. Hodson commented, “with the consumerism of IT, we’re in a totally different place for people who have to support the systems. The amount of organizations who no longer know the core or foundational components of their systems is staggering.” Tech support now find themselves faced with managing user issues that don’t align with the previous standardization of ten years ago.

Many of these conversations speculate how advancements may potentially replace the human element to reduce costs. Some argue that productivity will surge as the possibility for human error is reduced, while others posit that people are a necessary element to bridge technology and users. In fact, a 2018 report compiled by the World Economic Forum predicts that 75 million jobs will be lost to technology. Grave predictions such as these instill fear in entry-level tech workers. But while this may seem like a somber situation is approaching, the same report also predicts that these same advancements will create 133 million jobs. These stats suggest that the amount of jobs created by emerging tech will far surpass those lost. With this kind of data in mind, many experts believe that the threat of technological takeover is overstated and that emerging innovations will only empower tech support teams, rather than replace them. CompTIA’s IT Industry Outlook 2019 addressed this dilemma:

“Automating technologies has undoubtedly displaced segments of workers through substi- tution. This represents one end of the human-technology continuum; with the other end being workers using tools where technology plays a passive role (think email or traditional spreadsheets). Between these two endpoints sits a hybrid model whereby humans leverage and act on technology; and intelligent technology proactively does the same to workers. The underlying assumption with this model is the recognition that humans and intelligent technologies will always have strengths and weaknesses, much like any team.”

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Discourse abounds when it comes to innovation. The possibilities are astounding. But, the technology can only take us so far. For example, automation might be able to bear the load of initial tech inquiries, but in a growing global economy, call volumes will increase. Similarly, there may be technology that becomes able to assist in basic matters, but customers and businesses are going to expect a higher level of customer service, which will likely require a human touch to understand contextual issues. James Stanger, Chief Technology Evangelist with CompTIA, argues that tech support will actually become more efficient once they are relieved of the burden of mundane tasks. In effect, these technologies may help to enable better resolutions at a faster pace, but that doesn’t mean the human element will become unnecessary, only that those roles will be better supported.

Dan Shapero, President of TeamLogic IT, commented on the supplementary nature of technology and tech support roles, saying, “The new gold standard will be how fast you respond. It will go more towards a real-time experience.” As the capabilities of technology improve, so will our ability to provide exceptional customer service, emphasizing the need for a human interface. In effect, humans and technology will work in tandem to provide an elevated, more efficient experience.

Given these developments, how can organizations outfit and prepare their internal teams to maintain pace with the rapid evolution of technology?

FILLING THE GAPS OF TECH SUPPORT ROLES Technology is revolutionizing how businesses operate, there is no doubt about that. Emerging tech is expected to have a significant impact on the modern workforce, shifting the value from one skillset to another as different technologies emerge as frontrunners. Shapero spoke about the gaps that are created with the release of sophisticated technology saying, “When it [emerging tech, such as the cloud and AI] becomes easy it will become the responsibility of the help desk. There’s going to need to be management, it will have to be implemented and deployed, secured, there will need to be a network attached.” In essence, these emerging technologies will also require support, much like the Windows stack of days gone by.

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EMBRACING THE CHANGING ROLE OF TECH SUPPORT Some industry experts argue that rather than making vertical adjustments to account for tier one displacement, we should be investigating orthogonal shifts. If rote tasks can be accomplished without human participation on the tech-support side, then where can that person now be utilized to improve operations? A New Role for Tech Support? Some experts are arguing that cybersecurity possesses the answer to this conundrum. One capability of displaced tech support is the improvement of processes where they were previously lacking. With more sophisticated technology comes more cybersecurity threats. Many faced with navigating these tech challenges are advocating for displaced tech support to help bolster their security efforts.

Shapero commented, “We are seeing a clear trend where help desk/service desk techs work hand-in-hand with cybersecurity professionals. Benefits include better awareness of the current network state, quicker response times, and cost reduction.” This shift may allow for tech support teams to play a more proactive role, where previously they functioned as reactive.

This idea would allow for organizations to embrace the industry moniker of “front line of defense,” and position tech support as a role that complements cybersecurity. Threats often make themselves known initially at a tier-one level. With a closer relationship, breaches could become much more manageable. Hagedorn sees the benefit of a close relationship between tech support and cybersecurity: “If I morphed my tier one into assessing my network, it could help mitigate a ton of cybersecurity risks…They have a lot to offer each other.”

With the right training and appropriate shift of focus, tech support could still retain their nickname and work as the front line of defense.

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HORIZONTAL SHIFTS IN TECH SUPPORT: TAKING THE SOFTER APPROACH Still others see an investment in professional competencies and communication skills as the future of tech-support roles. End users become increasingly frustrated with cold exchanges, conversations that lack contextual understanding, as well as interactions with call center representatives who only provide scripted responses to situations. End users want to know they are being heard and that their situation merits action. Shapero expresses the importance of customer experience as a driving force in tech support saying, “there’s going to be a precedent set on customer experience. People will just sort of expect it.” This, he believes, will only be possible with a combination of the time-saving elements of technology and the compassion skills of a person.

THE FUTURE OF TECH SUPPORT IN THE MODERN WORLD

Some see the real future of tech support as a marriage of cybersecurity and business consulting wherein tech support will mitigate the risk presented by social engineering. Hodson believes effective communication skills are a must for anyone in tech support, that this aptitude is necessary to guard against cybersecurity threats.

A large number of breaches occur using social engineering tactics. Hodson says, “Unfortunately humans are and always will be the weakest link. Tech teams need to know the tools and techniques bad guys will use to get information…how they will break the human firewall.” These soft skills include the ability to communicate effectively with users while ensuring they are validated, authenticated and authorized. Hodson refers to this as fostering “a culture of skepticism.” CompTIA research shows that human error accounts for more than half of the security breaches that companies experience. The threat is real and it often doesn’t originate with malicious code, but rather from info siphoned from unsuspecting users or tech staff. As such, the solution can not exclusively be built with technology but also requires new ways of engaging with the organization. Hodson argues that refocusing our efforts on the soft skills needed to anticipate and thwart these social engineering schemes will provide the biggest payout from our tech support teams. He comments, “The world around technology has changed to one where cyber risk is a business risk and it has to be treated accordingly.” While the future holds uncertainty for what lies ahead for tech support, there is overwhelming evidence to suggest that this role is not disappearing. Rather, tech support is evolving in a similar fashion to the technology that encompasses our world to offer increased sophistication and efficiency that will match the challenges presented by emerging tech and workforce expectations. In days to come, companies will seek personnel trained in advanced troubleshooting and business consulting to fulfill the needs of tier-one tech support. 9

Building the appropriate IT team structure requires a multifaceted approach. As IT interacts more and more with business units, there is a need to mix technical skills with soft skills. But with all the changes happening across IT, the systems and infrastructure support roles may be undergoing the most dramatic change. If you find your organization is struggling with some of the issues outlined within this whitepaper and you can use some direction on upskilling your current talent pipeline, watch our recently recorded webinar “Insights from the Industry: Transforming Tech Talent with CompTIA A+”. Learn why it’s essential to keep staff current with the technical business needs of today and how developing their skill sets can be the catalyst for transforming tech talent from within.

Next Steps

Watch here! Tinyurl.com/y8o2g2ve

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REFERENCES 1. “Bring Your Own Device (BYOD) Market Size Worth USD 366.95 Billion by 2022: Global Market Insights Inc.,” Global Market Insights. March 2016. https://www.globenewswire.com/news-release/2016/03/22/822021/0/en/Bring-Your-Own-Device-BYOD-Market-size-worth- USD-366-95-Billion-by-2022-Global-Market-Insights-Inc.html

2. “Customers 2020: A Progress Report: MORE INSIGHT FOR A NEW DECADE.” Walker. https://www.walkerinfo.com/knowledge-center/featured-research-reports/customers-2020-a-progress-report

3. “Digital Transformation of Organizations Research,” CompTIA. February 2017. https://www.comptia.org/resources/building-digital-organizations-2017

4. “IT Industry Outlook 2019,” CompTIA. January 2019. https://www.comptia.org/resources/it-industry-trends-analysis

5. Jentzen, Aaron. “The Latest in Phishing: First of 2019,” February 2019. ProofPoint. https://www.proofpoint.com/us/security-awareness/post/latest-phishing-first-2019

6. Manyika, James et al. “Jobs lost, jobs gained: What the future of work will mean for jobs, skills, and wages,” McKinsey & Company. November 2017. https://www.mckinsey.com/featured-insights/future-of-work/jobs-lost-jobs-gained-what-the-future-of-work-will-mean- for-jobs-skills-and-wages

7. Porteous, Chris. “Human Tech Support Still Has a Future,” Entrepreneur. December 2018. https://www.entrepreneur.com/article/323537

8. Stanger, James. “Emerging Tech? No. Emerging Talent!,” March 2019. https://certification.comptia.org/it-career-news/post/ view/2019/03/26/emerging-tech-no-emerging-talent?ht=james%20stanger

9. “The End of the Traditional 9-5? IWG New Study Finds 70 Per Cent of Us Skip the Office to Work Elsewhere,” IWG. May 2018. https:// www.prnewswire.com/news-releases/the-end-of-the-traditional-9-5-iwg-new-study-finds-70-per-cent-of-us-skip-the-office-to-work- elsewhere-684048561.html

10. “The Future of Jobs 2018,” World Economic Forum. http://reports.weforum.org/future-of-jobs-2018/

11. “Understanding Emerging Technology: Automation,” CompTIA. February 2018. https://www.comptia.org/resources/understanding- emerging-technology-automation

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