THE CHALLENGE:One thing is certain in the modern enterprise: computers break and users have problems. Every minute a user isn't working increases the pressure on helpdesk staff. Every second that ticks by increases the costs of downtime - and increases customer dissatisfaction. You need to solve user problems fast and the first time. |
Take chargeIT departments implement proactive standards with the goal of reducing the number and severity of user problems. That can drastically reduce the number and kind of problems that users have. The reality is that while proactive measures reduces user problems, it doesn't eliminate them. Reactive helpdesk support is still needed when things break. Get off the road Many IT groups are forced to limited both maintenance and repair efforts to a few scheduled onsite visits. Important work may be left undone for days or weeks. If the problem requires specialized hardware or software, needed work can be delayed even further - whether the visit is across the street or across the world. Sometimes words fail Helpdesks usually operate from a central support center and are only connected to users by voice and their imagination. Trying to resolve complex problems can be frustrating, even with savvy users. Support calls tend to be long, and often the problem persists and a second or third call is required. Support technicians need realtime data about the user's hardware and software. Ideally, technicians would simply take over the user's machine and solve the problem themselves. Remote control and security Software remote control tools can help support staff access computers from their own desk. But deploying software to many computers can be a challenge and maintaining it can be a real problem. Worse, many tools offer all-or-nothing access that can open some real security holes. Hosted remote access services can reduce software install and maintenance pain, but external services leave support staff at the mercy of someone else's ability to provide service. And they still need tools to gather hardware and software information to solve the problem. More importantly, giving a third party access to critical systems can make both business and IT decision makers nervous. Time really is money Industry analysts estimate that the average software-related helpdesk call takes 15-20 minutes and costs between $10 and $30 for Tier 1 support - which doesn't include the cost of lost user productivity. Costs can mount quickly, especially in larger enterprises. What if you could reduce those costs by 25-50 percent or more? The impact on bottom line would be obvious and substantial. You can have the best of all worlds - secure, reliable remote control with robust information gathering and problem resolution tools for both proactive and reactive support. Return to top of page >> | 
