ught of on the same level as a system or data moving to the cloud. You need to make sure you aren’t tackling one side of a project by saying, we can access it remotely, but now we're left with a vulnerability.
Seth: What considerations need to go into IT support and the help desk if you can’t count on people being in an office?
Robert: It is a potential endless support situation for IT staff if they are troubleshooting every person’s home network. They are typically insecure, you don't know who's on it, or how far away from wireless the worker is. There's an infinite number of problems that can arise. There must be clear lines of what is being supported by IT staff, and what is not.
Edgar: We need to make sure people are funneling all requests to a help desk, especially when people are working from home. It seems easy to pick up the phone or send a quick message, but that can overwhelm the IT staff.
Seth: Moving forward, what recommendations do you have for collaborating with business leads so they understand how to make tradeoffs and enable productivity?
Robert: First, as an IT person, analyze the tools. Do you have collaboration tools in place? Then, go to other departments, and ask them if they are having challenges on any platforms. Do basic intelligence gathering. Pull reports from the help desk and if you see an increase a certain request, then maybe it's time to put a training in place to educate staff. If you get that out there, those help desk tickets could disappear or you get in front of potential issues in a proactive manner.
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