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An increasingly mobile government workforce means new challenges for agencies in delivering help desk support and consistent help desk service levels. Security is a particular concern because IT managers know they can’t allow mobility to become a new entry point for hackers, especially when an employee’s device is being accessed for remote support. As they look at mobility support, IT departments also want ways to increase the productivity of existing support resources. For example, they want to reduce on-site technician visits and associated travel, and resolve more support issues on the first call. Together, these factors mean IT departments are seeking the right solutions to support more worker mobility. This Center for Digital Government issue brief discusses why an appliance-based remote support solution offers significant advantages for delivering secure and efficient user assistance in a mobile environment.
