desk with technology including mobile phone, lap top and classic microphone on desk AMI Strategies offers AI-powered software

Mobile Help Desk: Your Technology Therapist

Posted on NOVEMBER 28, 2017

Americans check their phones 8 billion times a day. Yes, you read that right, 8 billion. Based on a Deloitte study, the statistic refers to the aggregate number of times all Americans throughout the country look at their mobile devices daily. Further, the study indicates that the average person in the United States, targeted across all age groups, checks their phones 46 times per day. Americans depend on smartphones for many critical functions for work and personal use. How did we get this way?

The evolution of technology has become a lifestyle- from your iPhone alarm waking you up, to responding to business e-mails, texts, phone calls and checking apps while eating breakfast. This single piece of technology reveals an entire story- take a person’s phone who you don’t know, go through it, and you will find their business affairs, hobbies, interests, friends, agenda- down to their Pinterest board and favorite music artists. It keeps us connected to everything, everyone, anywhere, all the time.

Your Mobile Device Guru

While mobile devices offer a wide range of capabilities and applications, the convenience of having the device itself and operating smoothly is a primary function. However, there are times when devices don’t function properly, stop working, are lost, or stolen. When this happens in a corporate environment, it can be devastating and time consuming to fix. This is where a mobile help desk eases the headache and helps resolve technologies glitches in a timely manner with no drama. That being said, what is a mobile help desk?

Well, it’s just what it sounds like –people specializing in trouble-shooting mobile devices, tablets and IoT issues: from lost phones, non-working devices, the requirement of a new device, and anything else technology related, the mobility help desk will step in and proactively, calmly resolve. The only question remains- should a mobile help desk be (as AMI says, “guru-sourced”) or kept in-house?

Flip a Coin?

Having someone help with your device in-person and in-house is convenient, yet expensive and certainly not core to your business. Sourcing it to a trusted firm to manage your devices remotely, who has the tools, systems, trained employees, core knowledge- and is usually less expensive. So, is one better than the other?

When it comes to guru-sourcing vs. in-house, it depends on the organization and important factors like budget, company size and the number of devices in-use.  Deciding whether to gurusource or keep it in-house takes due-diligence and the right decision maker.  Here’s a handy chart that will help you weigh the pros and cons.

Pros of in-house   


Cons of in-house


Pros of gurusource


Cons of gurusource


Works onsite and is “close” to the business Multi-tasked environment; time distributed based on other business needs


Remote flexible coverage defined by client needs; subject matter experts in mobile technology


Remote support may lack “close” to business feel
Trust level- end user interaction with someone in the company


Not core to the client business


Guru-sourcing is core business and end-user trust is earned over time


Perception that relationship may not be as strong; some risk of cultural differences


Integrated into company culture


Subject to cost fluctuations based on business needs


Improved financial leverage via lower fixed costs and ROI


Less flexibility to change without additional charges




Weighing the Options

Deciding whether to keep your mobile help desk in-house versus guru-sourced varies from organization to organization. Many companies opt for share sourcing to create an environment that is flexible and honors both firm’s strengths. Either way, the option to have a mobile help desk will provide technology solutions and improvements in a timely manner and will help keep up with the fast-paced changes.