Evolving Helpdesk to Navigate New Technology Ecosystems

Lance Rosenzweig, CEO of Support.com, on why effective IT helpdesk solutions must offer 24/7 accessibility

Evolving Helpdesk to Navigate New Technology Ecosystems
Contact CentreInsights

Published: September 2, 2021

Guest Blogger

Most business models are drastically different from two years ago. Many companies have shifted to remote and digital strategies, and in response, consumer and corporate adoption of technology has skyrocketed. As companies sprint ahead to meet the pace of the great digital migration, they’re reaping the benefits of new technology solutions for their business.  

To ensure business continuity, companies have adopted cloud services, new communications systems, and remote collaboration tools. Many companies needed to adapt internal processes and IT teams to support and secure this new, complex technology ecosystem. 

For IT teams have been trained to deal with the technology that exists at the foundation of the business. With the vast levels of change brought on by the past 18 months, there’s a bit more pressure on in-house teams to transition to new software and master services from start to finish, without compromising their existing strength and security. This is where experts pair up with experts to make the greatness happen. 

Ensuring system integrity and security lies in the remote helpdesk. As a team of technology experts with experience in digital transformation and security solutions, we know first-hand how remote helpdesk teams can help internal IT teams to bridge the gap from tech support to tech efficiency. Here’s what we’ve learned from over two decades of helping businesses streamline their digital transformation with secure, remote helpdesk solutions.  

To scale helpdesk services with the experts you need, it’s critical to hire globally, and remotely.  With no geographic constraints, remote helpdesk models allow teams to rapidly whip up a team of custom-profiled experts that meet a customer’s specific skill set or experience requirements. Plus, with a model designed for work-from-home, enhanced security measures are in place to keep your business and employees safe throughout any interaction.  

To truly support new tech ecosystems, an effective IT helpdesk solution must offer 24/7 accessibility. Businesses and their employees need 24/7 access to experts to resolve technical questions from anywhere, at any time and for any device. On-demand, remote IT helpdesk support should cover the entire company’s employees, whether at the home or office, during the hours that work best for them, and ensure all devices are updated with the latest security measures.  

In the face of the digital transformation, chances are that a company’s employees and customers alike will have intermittent tech issues that show up. The remote helpdesk model works well as a subscription-based services since no internal hiring is required for the IT team. Instead, experts become available on-demand with activation, and companies gain the flexibility to adjust their subscription according to demand.  

The digital transformation might come with a lot of moving parts, but with the right resources, the opportunity is immense. With remote customer and tech support for a company’s employees and their customers, companies can access on-demand, secure, support to keep business going, while supporting the internal IT teams’ development – making it possible to achieve greater growth, serve customers more effectively, and improve success overall.  

 Lance Rosenzweig, CEO of Support.com
Lance Rosenzweig, CEO of Support.com

By Lance Rosenzweig, CEO of Support.com 



Digital TransformationHelpdeskhybrid workTechnology Media and Telecoms

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