The Remote Support Opportunity

The majority of issues dealt with by the service desk don't require a physical change to a desktop, server or other infrastructure component, yet technicians are routinely dispatched to resolve customer issues in person. Sending support staff out to a customer site takes time and costs money, while the customer is concerned only with getting up and running again. Remote desktop support software allows IT departments to resolve incidents and apply non-physical changes more rapidly by assuming control of the device from a remote location. Time and money are saved, the service is rapidly restored and the customer is happy.

The Value of Remote Desktop Support Software

• Send support staff out to customers only when a physical change is required
• Reduce travel costs and time
• Decrease resolution times and increase productivity
• Improve customer satisfaction
• Increase “First Time Fix” percentage
• Increase the number of incidents resolved within the SLA

Next: The assyst Remote Desktop Support Tool

The assystControl Remote Support Solution

assyst integrates remote support tools with the service desk to reduce the need to dispatch support staff to resolve customer issues. Service desk analysts and authorized technicians can start remote sessions to gain control of customers’ desktops and server appliances in order to adjust configurations, modify application settings, map storage drives and install application components without leaving the IT department.

Next: Key Features of the assyst Remote Desktop Support Tool

Key Remote Support Features

• Instant access to remote user desktops over the internet
• Connection details managed by assyst – no device name or IP lookup required
• Full integration with the assyst solution
• Manage user access to remote control functionality
• Record remote support as an action taken against an incident record

We have saved $5.3 million through delivering more than 500 customer-focused improvements with the help of the assyst solution. Shop Direct