Virtual Help Desk - Example

Example

Within the current workplace environment, technology is rapidly making geography irrelevant. Even small companies are doing business in countries around the globe. People are now working remotely. The growing number of remote workers and telecommuters have put increased pressure on IT networks, forcing administrators to spend an increasing amount of time trying to fix users’ problems instead of their regular IT work.

This is also true for software vendors who must be able to troubleshoot and assist customers who may have purchased their product. Unlike a corporate help desk, the options for computing devices and Internet connections are endless and remain virtually unknown to the support representative until they get contacted for service.

All of this increased demand requires IT support organizations to be more agile in diagnosing and resolving desktop issues, which correlates with how the overall service support processes are run. Organizations that are integrating virtual help desk technology to optimize the overall IT support process are gaining significant benefits.

The SSPA (Service & Support Professionals Association) conducts ongoing research to provide help desk organizations with the information to reach their support and service objectives. John Ragsdale, SSPA VP of Research, reports on key benchmark information from the SSPA Benchmark Database, as well as other member and industry surveys to point out trends and best practices in support technology.