New Infographic Depicts Future of Enterprise Service Desk

ATLANTA, March 25, 2015 /PRNewswire/ -- Randstad Technologies, a leading provider of IT talent and solutions with considerable experience in service desk operations, released an infographic illustrating the "The Future of Service Desks."

IT service desks are another part of the enterprise affected by the rapid growth of Bring Your Own Device (BYOD). The research firm IDC predicts that worldwide growth in BYOD adoption will average around 25 percent each year – growing from 175 million workers in 2014 to 328 million workers in 2017. This increase means BYOD will continue to pose challenges in deciding how to allocate service desk resources, especially when employees prefer to complete most IT inquiries outside of the traditional service desk. Effective service desks must evolve to accommodate this trend, and many are doing so in order to enhance the end-user experience.

"Connected devices and social media are a mainstay of today's mobile workforce and many end-users seek IT service desk support while away from their desks," said Jeff Brandt, solutions director of technology support services at Randstad Technologies. "Accessing service desk support through chat, virtual support and mobile applications is getting more prevalent. While traditional call-in lines will always be a staple for end-users seeking support, service desks need to be prepared for this evolving workforce."

The infographic, "The Future of Service Desks: All About User Experience," highlights how the power of mobile and social technology is causing IT departments to rethink how they offer and deliver services now and in the future, including:

1.    Mobile applications: Connected mobile devices mean end-users will seek ways to interact with IT departments on the go, specifically: schedule appointments, check the status of a support ticket, search for a solution to a problem, receive maintenance or network alerts via text and log a support request.

2.    Virtual assistance: Without making a trip to the service desk, virtual support offers end-users instant chat with a technician and the option to ask mobile phones how to resolve common problems.

3.    Social engagement: Forums, Facebook and Twitter will be used to crowd source solutions. Social channels will also be leveraged for service alerts and taking in and answering support ticket requests.

4.    Face-to-face in-store support: In-person support options are also evolving. Help desks are more than just a drop-off/pick-up counter. End-users can leverage genius bars for in-person support, training, tutorials, the purchase of PC and mobile accessories through IT vending machines and to test-drive new devices.

5.    Traditional phone support: Despite the changing environment, no IT department will do away with call-in lines and the ability to talk to a live technician. End-users in need of immediate support will still leverage this kind of support.

To see how traditional IT services desks are evolving to keep up with the end-user, view or download the infographic here.  

About Randstad Technologies

Randstad Technologies has been connecting top companies around the globe with the expert technology talent and solutions that drive their success since 1984. Our deep industry expertise and full-service capabilities—Recruitment, Consulting, Projects and Outsourcing—enable organizations to be agile, productive and ahead in the field with our wide network of specialists and flexible solutions. For more information, visit www.randstadtechnologies.com.

About Randstad US

Randstad US is a wholly owned subsidiary of Randstad Holding nv, a $22.0 billion global provider of HR services. As the third largest staffing organization in the U.S., Randstad holds top positions in permanent placement, office and administrative, IT and accounting and finance. From professional services, commercial staffing, recruitment process outsourcing, to managed services and more, Randstad delivers a comprehensive range of temporary, temporary-to-hire, permanent placement and outsourced placement services. With its 5,324 employment experts, Randstad puts an average of approximately 100,000 people to work in the U.S. each week, through its network of nearly 1,000 branches and client-dedicated locations.

Learn more at www.randstadusa.com and access Randstad's panoramic U.S. thought leadership knowledge center through its Workforce360 site that offers valuable insight into the latest economic indicators and HR trends shaping the world of work.

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SOURCE Randstad Technologies

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