You probably already know that end user technology is exploding and are feeling the effects of it in your support organization every day. Remember when IT sanctioned and standardized every hardware and software instance in the workplace? Those days are long gone. Today, it’s the driving force of productivity that dictates what will or won’t be used – and that can be hard on a support organization.
Whatever users need to do their jobs better, faster, more efficiently is what you are seeing come into the workplace. So naturally, that’s what comes into your service desk too. Support organizations see all kinds of devices, applications, systems, and equipment, and it’s adding a great deal of complexity and demand to keep up with. In fact, four of the top five factors causing support ticket volumes to rise are attributed to new and current technology.