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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