3 keys for better BYOD tech support

Companies everywhere are trying to deal with BYOD in ways that increase user productivity without increasing costs or putting too much strain on the IT department. In this guest post, Trend Micro blogger Kaito Mori offers advice on supporting the flood of personal devices coming into the workplace. 

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BYOD devices in the workplace have been a headache for many years for those in charge of making sure technology does what it’s actually supposed to do. But with the explosion in the popularity of smartphones, tablets and other gadgets, today’s BYOD devices have become a complete nightmare for some IT managers and company tech guys, since many of the people who own them are still inept at configuring technical settings for them.

However, despite BYOD becoming more and more popular and implemented in more places, there are some things that IT managers and tech departments can do  to mitigate the both the complexity and time it takes to resolve connectivity problems and other BYOD issues.

One of the biggest keys to providing tech support to your company’s employees is of course being thoroughly knowledgeable in all the devices that are used in any given setup. While this should be quite simple for things like computers and fairly static pieces of technology, it can be difficult for the multitude of mobile devices that employees can bring into the workplace.

To provide your company with the best technical support, here are a few steps that every IT manager should follow:

1. Use a semi-limited device pool

While truly limiting what devices can be used is essentially anti-BYOD in nature, there are ways of manipulating what devices are brought in to the workplace. For instance, limiting employees to bringing any mobile device that runs only one of the three most popular operating systems can artificially create a limitation to what phones are used. Having a semi-limited device pool will allow you the chance to become an expert level user for each of those devices and thus able to provide much better technical support.

2. Encourage employee knowledge

One thing that I have personally witnessed is the advantages of teaching connectivity knowledge to all employees that bring their devices. Being the tech guy certainly entitles employees to come to you for questions or problems, but those moments present a good opportunity to show them how to properly utilize the function in question instead of just fixing it for them. Doing so can hopefully teach them to fix it on their own the next time it arises.

3. Be patient

One of the biggest discouraging factors that arise from people not learning how to fix their own problems whenone arises is that when they ask for help to fix it, it is done so in a hurried, impersonal way that the process doesn’t allow for personal learning. This applies to tech support problems in addition to many problems in real life. If a caring and patient approach is taken when helping others, it can lead to a better environment for everyone, and encourage users to learn those problem solving skills.

About the author: Software and Security Savant, Kaito Mori has been devoting his time between his family of four and keeping people safe on the Internet with Trend Micro.

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