With the BYOD (bring your own device) trend in full-force and the explosive growth of company-issued mobile devices, smartphones and tablets are standard in today’s workplace. Nowadays, no one is tied down to a desk, and the same goes for IT admins. You’re always on-the-go and therefore need the ability to access your day-to-day tasks wherever you are. Since many of these tasks are located in your service desk, the best place to access it is directly from your mobile device.
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1. Service desk mobile app is crucial – It maximizes efficiency by allowing you to view assigned tickets and gives an accurate assessment of outstanding tasks. It helps you to make real-time decisions regarding which issues are urgent, such as a server crash, and which can wait. You may also reassign issues to various team members, saving critical time toward the resolution of the problem, instead of the ticket just waiting in your queue until you get back to your desk.
2. It’s all about the tools – The ability to connect remotely from a mobile device directly to an end-user’s work station, access servers, and even monitor short tasks, such as restarting and checking when an installation is complete, are all extremely valuable capabilities that can save you time, frustration and resources. When choosing a service desk, it is important to look for the tools that enable you to easily access and work with network assets from your mobile device.
3. End users can help you help them –Why not give end users the ability for self-service through an end-user portal accessible on their mobile devices? Such a portal gives users the ability to log in and submit tickets, view FAQs, and perform various other tasks. By empowering end users and allowing them to access the service desk directly from their mobile devices, you free up your own time for completing other tasks and make life much easier for the end user at the same time.
4. Helping you help yourself – Empowering yourself to provide support to end users via their own mobile devices is a great time-saver and security measure. By assigning a relevant policy in advance -whether a company owned policy or a BYOD adopted policy- you will already have all of the tools in place to easily manage requests when end users call in for support and request assistance such as setting up Wi-Fi, e-mail etc. With the right service desk in place, you will also have the ability to effectively manage both BYOD and company owned mobile devices as actual assets. This is crucial because let's face it, such devices today, with their data-storing abilities and access to so many applications, have virtually identical capabilities to laptops and desktop computers.
Edited by Brooke Neuman