The average corporate mobile user needs help desk support between three and four times per year. Multiply that by the number of wireless users in your organization and it becomes clear your help desk is up against a never-ending flood of tickets.
A full day of repairing broken laptops, wrangling software licenses, and troubleshooting printers doesn’t leave your help desk team much time for provisioning wireless devices, helping with unresponsive mobile apps, and enabling international connectivity.
Smartphones and tablets have become as essential to doing business as the desktops and telephones that populate your office workstations. How can you prevent them from overwhelming your internal IT help desk?
The simple answer? Have someone else handle it.
Here are three reasons you should consider giving your internal help desk a break by outsourcing to a managed mobility services provider:
1. A Managed Mobility Services Provider Is Efficient
Wireless support is only a part of what your internal team does. A managed mobility services provider, on the other hand, handles it day in and day out. They will have the knowledge, industry experience, and ability to leverage technology to turn your team’s manual processes into automatic ones.
Imagine, for example, what happens when a new employee contacts your internal help desk to set up her new smartphone. The help desk needs to help her find her server information, use the correct credentials, and install the proper apps. All of these are manual processes that occur after a phone is procured.
Now imagine if the phone arrived pre-provisioned with everything the new employee needs to get to work right away. A managed mobility services provider will have the contacts and experience to work with carriers to make this happen.
2. A Managed Mobility Services Provider Is a Specialist
If you drive a Porsche and you notice something weird with the engine, you could take it to the mechanic around the corner. But more likely, you’ll take that very expensive vehicle to a Porsche specialist, who can diagnose the problem just by listening to it — because he’s encountered the same issue hundreds of times. The same is true of mobile technology. If a user contacts your internal help desk and says, “I’m not getting calendar reminders on my phone,” the help desk technician may have to look up the answer online or contact a vendor. A good outsourced help desk representative will know the answer off the top of his head — because he dealt with the very same problem the day before. By focusing entirely on wireless, a managed mobility services provider will reduce time-to-resolution and increase efficiency.
3. A Managed Mobility Services Provider Understands the Whole Multitude of Wireless Devices
If you’re a long-time Android user, you know the way you did something on Android 4.0 is not how you do it on 5.0. On top of that, the implementation of Android by one phone maker can be completely different from another.
As device types, operating systems, and manufacturers multiply, the mobile ecosystem is becoming more and more fragmented. There is no one-size-fits-all answer for every problem your help desk may encounter. The same problem could have multiple solutions depending on:
- The device.
- The operating system.
- The version of the operating system.
- The manufacturer.
This is a lot for your internal help desk to stay on top of. But for a managed mobility services provider, it’s just part of the job.
How else can a managed mobility services provider help your company save money and increase efficiency?
What common wireless support questions bog down your company’s help desk? Share your experiences in the comments section below.