An IT Brew article, “How to Help the Help Desk Pro Screaming ‘Help!’”, explores how modern organizations are rethinking help desk structures to improve issue resolution speed, reduce stress on frontline staff, and strengthen collaboration across IT teams. The piece features insights from Amit Patel, SVP at Consulting Solutions. 
 
Amit discusses the shift from traditional hierarchical support models to swarm-based approaches, where cross-functional teams can rapidly assemble in virtual environments such as Slack channels or digital war rooms to solve complex technical challenges. He notes that this model can accelerate resolution times significantly, while also creating learning opportunities for junior team members. 
 
Amit’s perspective underscores how thoughtful collaboration practices and clear communication channels are becoming essential as organizations adapt to evolving service demands. 
 
Read the full article here.