Help desk, rebooted: Social, mobile remake tech support
By Todd R. Weiss
October 12, 2012 06:00 AM ET
Such crowdsourced help can be facilitated -- by IT and other channels -- through in-house wikis, enterprise social networks, internal portals or even through intranets. A key benefit to such options is that a frazzled user can post a help question to colleagues in real time and get an almost immediate answer, says Greene.
"What will change is the mentality of the help desk, which has always been 'detect and fix,' " he says. "With social media, mobility and BYOD [Bring Your Own Device], that's changing."
Employees using personal devices now have more options to seek help outside the confines of the enterprise, he says. "The traditional help desk is dying or dead in some organizations. That 'log it and flog it, detect and fix' model is dying."
Changing, perhaps, but dying? Not so fast, say a sampling of executives Computerworld spoke with about Greene's assertion.
People still need people
True, mobility, BYOD and enterprise social networking are affecting help desks, but those emerging trends are not going to morph tech support into a crowdsourced-or-nothing future, says Fruewald of the Philadelphia Archdiocese, which has a help desk staff of nine who serve some 3,000 users in 125 locations.
"Folks have been crowdsourcing before the term even existed. They had a friend, a relative and they got tips, then they tried them. Sometimes they helped and sometimes they didn't."
And that's the main problem with crowdsourcing: If the wisdom of the masses is wrong, it can exacerbate a user's problems, and worse, misinformation can snowball through the enterprise. "It's not as easy as changing just one thing, because it impacts others," Fruewald says. "We would prefer that our people come to us. It's easier for us to fix things the first time."
Likewise, while automated cloud-based solutions are being touted as a next big thing, Fruewald says they too only go so far. "Anyone who's ever worked with automatic response call-in systems in an organization would probably share my frustration with them," he says. "For some of our users, it would be a recipe for disaster. Often, you don't get the answers you are looking for. Certainly we use the cloud for other things, but not for our help desk."
The Archdiocese's help desk serves a diverse collection of users, from schoolteachers to medical staff in hospitals to workers in nursing homes and cemeteries. "A vast majority of our users are not road warriors who can solve their own technical issues wherever they are working," says Fruewald. "Instead, they rely on the help desk to help them with their problems. It really depends on the organization."