Technology Trends in IT Support Desks

Technology Trends in IT Support Desks

Every day, innovations in technology come along that make personal and work tasks easier, as well as more efficient.

The Bureau of Labor Statistics predicts that jobs in computer and information technology will grow by 13 percent between 2020 and 2030, faster on average than any other industry.

Note: The data provided above are from a source unaffiliated with Campus, formerly known as MTI College, are for informational purposes only and represent the employment field as a whole. They are not solely specific to Campus graduates and, by providing the above information, Campus makes no representation, direct or implied, or opinion regarding employability.

The rapid growth in technology occupations is partially due to an emphasis on cloud computing, mobile devices and the unlimited potential of IoT (the Internet of Things) to connect everyday items to a central core of operation. This is all good news for all of you technology students at Campus, who are learning valuable skills that prepare you for a career in IT.

Your training is getting you ready for an entry-level position in technical support, or network administration and security. With technology advancing at such a frenetic pace, it’s not easy to predict what’s going to happen this year and during the near future. However, industry leaders have some pretty good ideas of what’s new in the world of technical support. Here are a few of them.

Consumer-focused IT help desks

As the home and business computer user becomes more tech savvy, the IT personnel supporting them must stay on top of the latest technology and be continually improving response time. Applications are being developed at a rapid pace to upgrade and replace out-of-date technology toward a goal of increasing efficiency and productivity. The desired outcome is end-user satisfaction … and they are demanding it.

  • Quicker help for end users IT departments are trying to implement industry best-practice standards, such as IT service management (ITSM) methodologies, to result in speedier and better-quality support.
  • 24-hour self-service support Online FAQ support services and resources that help consumers solve their own problems save them time and avoid call-in situations.
  • Live chat and video chat These options for IT help desk support are growing in popularity and offer an easy-to-use printable record of the conversation between the support specialist and the end user.
  • Personalized technology When customers call in for technical support and their name or phone number is recognized, they really like it. The advantage – and trend – is to make the customer experience easier and faster.

 Mobility challenges

Many companies are offering work-from-home options for their employees, and this has brought new challenges to the IT support realm. With the advances in mobile devices and Wi-Fi networks (sometimes unsecured networks), IT support technicians are having more trouble controlling assets. To help, some companies have opened mobile support departments that are responsible for offsite workers and the IT problems surrounding them.

Security concerns of personal devices

Going along with mobility challenges, employees and users not only want to be able to work from anywhere; they want to work on their own computers and mobile devices. BYOD (Bring Your Own Device) means added security concerns for IT support technicians who must work to create a secure, collaborative environment while still allowing these offsite workers to perform their duties from anywhere.

An additional challenge for the technical support specialist is being able to support the large variety of mobile devices in use. This requires being able to quickly understand the particularities of multiple devices, and better tools and networks are needed.

Accessible support

Consumers are demanding and want instant support. Thanks to the Internet and its instant gratification, consumers expect 24/7 access to problem resolution. That means that IT support teams need to collaborate and be accessible problem solvers whenever they’re needed.

Changing roles

Organizations today are using virtualization and cloud services, and although they do not eliminate the need for support personnel, their roles will be modified. To achieve the bottom line of improved process efficiency and end-user satisfaction, IT support technicians will need to help them find innovative ways to use technology, streamline services, reduce costs and meet the demands of end users. Because of the way support is accessed – on mobile devices, personal electronics, screen chats, etc. – IT technicians will have to stay on top of current technology and application trends.

Technology is a driving force of 21st century life and has no plans of slowing down. It’s a demanding field that needs IT support technicians who are committed to quality customer service, proactive in solving problems, collaborative within a team situation and always curious about new trends.

If you are interested in entering the growing field of technology, get the training and background you need at Campus.