Clearly, ongoing technological changes are going to
compel desktop support professionals to evolve. But there’s more to it than
simply learning new skills. Desktop support staff—managers in particular—need
to become advocates for the skills needed to work in new and more fulfilling
roles.Even now, the kinds of technologies and methodologies supported in our
business environments necessitated a change in our support tactics. In the
past, desktop support was truly deskside support, where a technician or analyst
would physically visit a customer’s desk to troubleshoot and resolve incidents
or install new software. With the advent of remote support technologies,
self-help, and self-healing, such deskside visits are, by and large, no longer
necessary.Therefore, the first thing we need to consider is changing the
perception—among customers and managers alike—of what desktop support actually
does, since “desktop” is really an indication of the type of technology we
support, rather than a physical device or user. The idea that the function of
desktop support is to work on hardware is passé, but the perception of the
function of desktop support is stuck in the past.
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