We had an increased reliance on online collaboration tools and that became extremely important for communicating information to people,” she says. “As people went home, they asked for support on consumer products, home printers, WiFi and cable providers, and it challenged our ability to troubleshoot, so we really had to share knowledge more creatively.”
She sees business needs for IT Service Management and Unified Communications ramping up dramatically as IT departments struggle with a deluge of tickets, a view shared by Matt Hackney, regional vice president for the New York region at the staffing firm, Robert Half Technology.
“There’s just more tickets because there’s more remote work, which means people require additional help desk and desktop support,” Hackney says. “That provides opportunities for ITSM professions from the ground floor all the way up through management across multiple professional backgrounds.”
He points out perspective employers are wanting to know more about prospective employees’ skill sets working in remote environments as well as their interpersonal communication skills.
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