Scott Walker’s time as a service desk support engineer has given him first-hand experience dealing with IT support challenges. Now working for Bomgar, Scott explains his perspective on how the service desk can stay secure without slowing the team.
Every support team around the world, large or small, has the tricky job of providing nothing but best-in-class IT support for each and every end user. As a former support engineer, I can sympathise with the demands of the high-pressure service desk environment more than most. To every individual end user, their request was the most urgent. Each request almost always involved a different application, which I was supposed to know inside out, and the end user always expected the problem to be fixed on the first call. Read more..