Help desk of the future? (Score 1)

Before you string me up from the nearest tree, this was taken completely out of context from a larger conversation and I was only talking about the help desk in the future (not tomorrow) and only in regards to mobile devices. Here’s the essence: Our help desk members are truly fantastic, have a broad range of expertise, work really hard, and do a great job! So how can we leverage that expertise more? The industry trends in our environment indicate a change in focus -- especially as the digital natives enter the workforce in larger numbers and demand a choice of mobile devices -- to where we will ask the help desk for advise not so much on how to use the variety of mobile devices but how to write applications for them or where to find/update this advice. The help desk personnel could help maintain this expertise, the organizations’ mobile apps, mobile best practices, etc. This won’t apply to all help desks or all environments, but I think it’s a worthy goal for the future with benefits for help desk employees, help desk users, and the organizations. I would welcome a discussion on IF and HOW we should prepare for this future.