Service desks face the difficult task of convincing the business they are qualified to support user-owned devices, after research from Dell Kace found that even those working in IT have little faith in their helpdesk’s abilities.
56 per cent of the 149 IT professionals questioned for the research say their service desks are unable, or unwilling, to support BYOD (Bring Your Own Device). The results suggests the problem is that service desks lack belief in their own abilities, or have failed to convince the business of their competency. 27 per cent of respondents said that while their service desks can support ‘traditional devices’ such as laptops which are owned by users, they are unable to do the same for tablets or smartphones.
ServiceDesk360.com has produced a six-step guide to supporting BYOD which shows that accommodating user-owned tech is not a major departure from traditional support and can be made manageable by focusing on what is important to the business.