Help Desk Tool

A virtual help desk IT support allows organizations to deploy IT technicians virtually on demand to computer users to help with technical problems. IT to efficiently manage resources and help desk world, including - especially - the staff, to any computer for access to support, even if the end user or the location of the IT rep. Virtual IT help desk reps in practice allows access to the system the end of the support sessions where they can diagnose and resolve computer issues quickly. This eliminates the customer service call in person and / or ineffective phone-only tech support session, an efficient helpdesk.

Another goal of the virtual helpdesk for the management of IT assets to improve support and money by improving the efficiency of IT organizations. An improved ability to allocate resources to be able to provide IT organizations the flexibility to find new ways to use the technical support knowledge base. These technologies typically require software implementation and support contracts.

Application / Technology

Organizations can get a fairly large infrastructure and cost savings through the use of virtualization technologies in hardware environments such as data centers. However, the concept of virtualization also be applied to the way people work. If you use the help-desk application that can be handled in a similar number of technicians capable of incidents translated more support. For technical support issues usually through call centers, contact center, help desk or treated, either by phone or remote desktop software, it is important that the technician can independently (or almost) to work to immediately resolve computer problems. The following points provide a brief description of the benefits of virtualization of the Organization Help Desk:

1. Increase your productivity, companies can increase the number of treated support calls per day and the cost of long-call service. Furthermore, companies can eliminate travel time and costs to solve on-site technicians to customer issues in technology, improve management of IT resources.

2. Efficient Routing: As technology becomes more complex, offers virtual helpdesk infrastructure to manage the decentralization of IT operations and assign qualified personnel in the queue to handle the problem of supporting a particular technology. This helps streamline the process of overall customer service, support, and minimize the time spent navigating through automated phone tree callers.

3. Better control: Putting rep Helpdesk to solve in the driver's seat computer problems will not only improve customer satisfaction by reducing the frustration, stress and anger IT people often face when running a non-technically savvy users with technical support session . Make sure that you like desk staff in dealing with customers significantly help your organization build and maintain strong customer relationships, not to mention reducing the level to help the IT staff turnover.

Virtual Helpdesk between system management and service desk is a platform to a system, the ticket issue with opening and closing, an explanation of what happened during the process of giving support to work tracks. Granular-level support activities (eg, what, how, when, why, and even that is used with a mouse click) helps organizations better manage and optimize IT resources help desk. With the capture solution, a virtual central help desk, the important details of support (as noted remote recording sessions where the calls are redirected, or how the problem was solved), IT organizations can build an effective knowledge base. Floor increases the understanding of causation can be used to minimize the problem recurring help desk and started the problems, to support the technology generate incident resolution gap Desktop address.

Example:

irrelevant in the current environment to make technology quickly geography. Even small companies that do business in countries around the world. The people now work away. Increasing number of remote workers and telecommuters have put pressure on the IT network, forcing administrators to spend more time to fix the problem they are not regular users of IT work.

This should also applies to software vendors who are able to solve problems and help every customer who has purchased their product. In contrast to the corporate help desk is the possibility of computer equipment and Internet access is not limited and remains virtually unknown until they have contacted the support staff for the service.

All of these support an increase in demand for IT organizations become more agile in the diagnosis and solution of problems desktop that is with the way the whole service process to support running correlated. Organizations, the integration of virtual help desk technology to optimize the entire IT support processes to achieve significant benefits.

The SSPA (Service & Support Professionals Association) conduct ongoing research to provide help desk organizations to reach with information on the objectives of support and service. John Ragsdale, Vice President of Research, SSPA, reporting on important benchmark information from the SSPA Benchmark Database, as well as other members and industry surveys show trends and best practices to support the technology.

History

Some things to promote the development of a virtual help desk. According to IDC, the market is a crucial factor in containing proliferation of telecommuters in the enterprise, the development of small and medium enterprises (SMEs) and Small Office / Home Office (SOHO) market and the increasing dependence on IT and the need for effective ways to the consumer market  As the workforce becomes more dispersed -. 83% of companies say they operate a virtual workplace in which more than a quarter of employees work away from their supervisors or work groups - to respond to questions, complex and expensive journey if necessary.

economic instability today is also additional pressure on companies to profitable opportunities to optimize operating activities to ensure and build their business to find. In fact, recent research Nemertes found that only 44% of companies increasing their IT budgets in 2008, and only 28% plan to do so in 2009. This means that organizations in different industries will find ways to optimize their IT.
Persistent problems that prohibit the productivity of IT companies is another factor, such as the money lost by both sides of the balance sheet. These concerns are strengthened by the higher external support as the operations support for businesses to quickly, effectively and reliably to provide the customer.


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