BYOD doesn’t mean closing help desks

Bring-you-own-device policies are usually cursed by most units of IT departments, except for the help desk. There one can almost hear the chuckles as managers think support requirements are about to plunge like a rock.
Think of it — all those calls about troubles with smart phones go to the carriers now! Got trouble with your laptop? Consult our wiki.
Not so fast, argues Nick Heath at TechRepublic. Some routine things can be passed off to staff, he argues here. But, to coin a cliche, don’t be penny-wise and pound foolish. (Or, if you don’t know that saying, saving money now may cost you big later).
(Graphic from Shutterstock)

Think about it for a minute: Staff that can’t be productive because of a technical problem — no matter who’s fault — doesn’t benefit the organization at all. So when you do bring in a BYOD policy, remind staff that some things are their responsibility, but don’t close the help desk entirely.

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Howard Solomon
Howard Solomon
Currently a freelance writer, I'm the former editor of and Computing Canada. An IT journalist since 1997, I've written for several of ITWC's sister publications including and Computer Dealer News. Before that I was a staff reporter at the Calgary Herald and the Brampton (Ont.) Daily Times. I can be reached at hsolomon [@]

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