How to Save IT from Wireless Help Desk Nightmares

By John Shea  |  Posted 2010-09-30 Print this article Print

The critical need for corporate wireless help desk services to support thousands of mobile devices is placing a tremendous burden on the IT department. This can be detrimental for companies struggling to provide quality wireless help desk service internally, as they often lack enough personnel who are skilled in using advanced mobile device management and remote troubleshooting tools. Here, Knowledge Center contributor John Shea shares five reasons companies should outsource their corporate wireless help desk services.

It isn't surprising that IT professionals are expected to wear different hats for various IT issues and responsibilities. But the truth is, many end up fielding incessant calls to address employees' wireless device and plan complaints or other time-consuming requests. These user requests can easily eat up 70 to 90 percent of an IT professional's workday.

With the explosive growth in mobile devices, and along with it the increased need for support services, the IT team is trying to manage a critical area without specific wireless expertise. Their other assigned job responsibilities are eclipsed by activities such as trying to stay up to speed on the latest mobile devices, platforms and plans. As a result, the IT department operates inefficiently and becomes distracted from larger, strategic company issues. Meanwhile, IT staff frantically tries to keep up with one-off requests.

Outsourcing wireless help desk services is one way to ease the burden on IT. Here are five reasons that this best practice strategy works.

Reason No. 1: The complete package

An outsourced wireless help desk can work in tandem with a wireless expense management (WEM) solution to handle all steps of the corporate mobility life cycle and eliminate piecemeal service for an employee base. This includes offering a self-service wireless portal that addresses employees' needs from their initial device request (making sure their selected phone is approved for their role) to helping them choose a rate plan that aligns with the company's carrier volume discounts. The portal is integrated with the company's WEM solution to ensure that all new data and updates are centrally captured and tracked for reporting.

Wireless help desks also handle ad hoc troubleshooting, resolve repair and warranty issues, and ensure that security measures are taken. For example, they can issue an over-the-air (OTA) remote kill to a device if the device is lost or stolen, and provide integrated Mobile Device Management (MDM) capabilities. Additionally, mobile device recycling with a no-landfill policy is also available for securely wiping devices.

John Shea is Chief Marketing Officer at Rivermine. John brings over 17 years of high technology experience to Rivermine. Prior to Rivermine, John served as vice president of product marketing, management and corporate strategy for Nuance. John joined Nuance during its early stages in 1998 and helped ramp the company from four customers to over 1,000 during his six-year tenure. He was also heavily involved in Nuance's initial public offering, which resulted in a market valuation of over $5 billion. Earlier in his career, John was a member of the initial Intel Pentium Processor marketing team that helped ramp product shipments from zero to over 10 million units per quarter in two years. He has also held marketing and technical positions at OnLive Technologies and Booz, Allen & Hamilton. John holds a Bachelor's degree in Engineering from the University of Notre Dame and a Master's degree in Business Administration and Management from NorthWestern's Kellogg Graduate School of Management. He can be reached at

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