A virtual help desk allows IT support organizations to virtually deploy IT technicians on demand to support a computer user experiencing technical issues. IT can efficiently manage and allocate global help desk resources, including – most importantly – its personnel, to access any computer to provide support despite the end user or IT rep location. Virtual help desks allow IT reps to virtually access end systems through support sessions where they can diagnose and fix computer issues quickly. This eliminates in-person customer service calls and/or ineffective phone-only tech support sessions, making the help desk more efficient.
Another objective of the virtual help desk is to improve IT resource management and save organization's money by increasing IT support efficiencies. Through an enhanced ability to allocate resources, IT organizations have the flexibility to create new ways of using its technical support knowledge-base. This technology usually requires a software implementation and support contract.
Read more about Virtual Help Desk: Application/ Techniques, Example, History
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