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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