The Technical Support Center of the Future

Today’s consumers have at their fingertips more tools for communication, collaboration, and creativity than were hardly even imagined just a decade or two ago. They also have greater access to skilled technical support teams dedicated to helping them take full advantage of technologies designed to enhance workforce productivity. But with technology continuing to evolve rapidly and becoming even more integral to business operations—and users’ expectations about their technology experience and anytime, anywhere access to tools only rising with each new advancement—technical support centers likely will need more diversified skill sets, including staff with nontechnical skills, to meet the needs of their organizations in the future.

To gain insight into how or if IT support organizations might be changing their hiring practices to secure in-demand skill sets for their teams—and what other abilities soon may be required in their organizations—Robert Half Technology and HDI reached out to several subject matter experts for in-depth interviews. Through a combination of interviews conducted in early 2013, an April 2013 survey of 403 professionals in the field, and other industry research, Robert Half Technology and HDI found that the technical support center of the future is poised to play an even more integral role in helping businesses innovate—and hence, gain competitive advantage.

 

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