'I was just typing along on my iPad and the enterprise infrastructure stopped working'

Bring your own technology is making help desk jobs even harder

If you work in IT support, you've probably been noticing more calls for support from end users, especially from callers asking for help with a device your department specifically does not support.

It's not your imagination. A study just released from the Help Desk Institute found the number of calls rose during 2010 for 67 percent of the organizations polled.

The number of ways questions or complaints came in also expanded to include social networks, email, phone, self help, the Web and walk-ins, which makes tracking and answering them even more complicated.

Luckily IT managers are cutting help-desk budgets to help trim IT costs.

That will raise the tension level a little for IT staffers specifically focused on support. But those jobs have always been so easy and low stress that it won't hurt those layabouts to make the gig a little challenging for once. I mean, it's not like the anser to reducing those multidevice calls is in using ITIL, virtualization and specialized edge security and remote access gear, or that the purchase of which is controlled by people who generally don't even hear requests for them from help deskers.

Budget-masters don't even hear support drones' desperate cries of anguish as they're overwhelmed by a million versions of "What's this button do," and "I was just typing along on my iPad and the enterprise infrastructure stopped working."

Kevin Fogarty writes about enterprise IT for ITworld. Follow him on Twitter @KevinFogarty.

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