Permabanned
- Joined
- 28 Dec 2009
- Posts
- 13,052
- Location
- london
There will always be a first line. What the common trend is at the moment is to outsource the first line to a 24 hour third party desk of some kind who deal with basic queries and logging. The onsite guys will do the 2nd line. I can't see first line ever going away because the user base will always need a first point of contact. Sure in some companies/industry the first line will merge in to the second line, this has already been occurring since inception. My first job was a 1st/2nd line. Where i would answer the phone but also have basic server access and remote user access.
Desktop PC also will be around for ever. This idea that everything is going to be thin clients and cloud based is just a load of non sense. Maybe in some industries, but not completely across the board. Some industries require the functionality of a desktop and thin clients will never match that. But even if people are on thin clients or byod they still have to call IT support at some point.
The tiers are also more defined in larger organisations. If it is just 60 users then one person who does servers and is first point of contact could get by. But as you get to large companies and more complicated software installations, then you require more tiered approach and often specialists in much larger companies.
Desktop PC also will be around for ever. This idea that everything is going to be thin clients and cloud based is just a load of non sense. Maybe in some industries, but not completely across the board. Some industries require the functionality of a desktop and thin clients will never match that. But even if people are on thin clients or byod they still have to call IT support at some point.
The tiers are also more defined in larger organisations. If it is just 60 users then one person who does servers and is first point of contact could get by. But as you get to large companies and more complicated software installations, then you require more tiered approach and often specialists in much larger companies.
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