How to Save IT from Wireless Help Desk Nightmares

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

title=Ensures High-Quality Service with Low Impact on IT}

Reason No. 2: Ensures high-quality service with low impact on IT

It's hard for the IT team to maintain a positive reputation when it's struggling to fight fires and unable to focus on other priorities. Typical enterprise IT teams are not equipped with the advanced skills needed to address the array of wireless ordering, as well as the mobile device and application issues that typically flood a help desk. Nor can they possibly stay up to speed on the ever-expanding range of devices and mobile applications that continuously hit the market.

Conversely, when wireless help desk is outsourced, IT manages the outsourcer and builds service-level agreements (SLAs) into the contract to generate consistent results, without having to do all the legwork. For example, a large financial services company in the United States successfully secured SLAs that required their outsourced wireless help desk to yield a minimum "four out of five" rating for customer satisfaction results, and required wireless help desk personnel to pick up calls in under 90 seconds at least 85 percent of the time.

These types of measures allow the IT department to focus on revenue-generating and protecting programs rather than burning time troubleshooting to resolve wireless problems-and likely taking a customer satisfaction hit in the process. Instead, managers can redeploy IT staff to complete higher priority projects in their core competency areas.

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

Submit a Comment

Loading Comments...
Manage your Newsletters: Login   Register My Newsletters

Rocket Fuel