IDG Contributor Network: Is the IT help desk model broken?

IDG Contributor Network: Is the IT help desk model broken?

There’s no doubt about it – today’s workers have fully embraced the trend toward remote working. In fact, according to last year’s Gallup “State of the American Workplace” survey, roughly 43 percent of employees report they have worked remotely.  It would seem that the genie is out of the bottle, and it’s not likely to go back in without a fight.

This mass migration off premises changes the dynamic between users and IT help desk teams. An operator can no longer run down the hall to ask a user “Can you show me what the problem is with your computer?” More importantly, without having total visibility in the cloud, the operator may be completely unable to ‘see’ any problems that users are experiencing as they work remotely.

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