With barely enough people to keep up with the demand, IT departments need to continue to be flexible to the constantly changing needs of the company they support, and to the software that requires constant upgrades, patches, and customization. Then at the worst moment, when it seems like the help desk is overrun with complaints about slow service,a tech quits, or is laid off, and upper management refuses to back fill the position.
What is a Help Desk Manager to do? In my opinion, some of the most under utilized tools in the IT business are remote access tools. One of the biggest time wasters in the world of IT is interpreting what the end user is seeing on their screen. Miscommunication is all too common simply because the end user doesn’t always know the correct terminology, and they are often too embarrassed to admit it. If the technician taking the call gets up from their desk to visit the caller who is 5 minutes away, they waste precious time that they could be using to solve other problems. Even more time is wasted when a separate tech is dispatched to a location. I recommend that technicians keep their remote access tool open at all times. This way when they take a call they are always ready to jump in.
Remote Access tools allow technicians to operate the users workstation via the local network. The end user can sit back and watch while the technician does their magic. As a result, the end user learns a few things, and the technician either gets the job done quickly, or they assess the problem so they know exactly what to do if they need to go to the customers desk. Some popular remote applications are Virtual PC, SMS, and Configuration Manager.
» Help Desk Managers: Are You Satisfied with your Technology Investments? from HelpDeskNotes
Have you invested a lot of money and energy into your helpdesk tools? How much of a return have your seen on the investment and the time you spent developing it? Are your satisfied? According to independent research by SupportSoft,... [Read More]
Tracked on: September 11, 2007 12:15 AM | Permalink to Trackback