are you tired of being the unfriendly unhelpful it support technician that everyone hates?
TRANSCRIPT
Are you tired of being the unfriendly unhelpful IT support technician that everyone hates?
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Everybody Hates You!
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Weirdest Help Desk Questions
• "How do I remove a sesame seed from the keyboard?" • "I need help drilling holes in the wall." • "I need you to install a video monitoring system." • "Can I turn on the coffee pot with my computer?" • "I dropped my phone in the toilet. What should I do?" • "I want to download software to change an audio file to
video." • "How do I pirate software?" • "We need you to fix the microwave in the lunchroom." • "Can you recommend a good dry cleaner?" • "Can you help us get money out of the vending machine?" • "My car's cup holder is broken. Can you fix it?" • "Can you help me repair a washing machine?" • "Where can I find a video of Elvis Presley online?" • "Can you help me fix my toilet?“• "How do I clean cat hair out of my computer fan?"
http://www.businessnewsdaily.com/2341-funniest-desk-questions.html
Key Message 1: It is All About the End-User
The user is NEVER wrong!
But she is not always right!
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Service Desk is the Face of IT
In a recent survey of IT professionals conducted by Dimensional Research, 71% said that the reputation of corporate IT is significantly impacted by service desk interactions
End-UserSupport Organization
Organizations with multiple non-integrated solutions suffer inefficiencies that drag out the resolution process
Incident Resolution Process Frustrations
Report issue
Diagnosis via phone/chat
Diagnosis via phone/chat
Desk visit
Ship system in
OR
Multiple iterations
Re-assign to another support professional
Key Message 2: User Experience is King
User Experience More Important than Resolution
Rates!
Solving People’s Problems vs
Fixing Machines
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Initiate support session from ticket email confirmation
All session transcripts
saved within ticket
End-UserSupport Organization
Best Practices: Remote Collaboration
Initiate support session from within ticket
Survey to measure and
track customer satisfaction
Remediate with a few clicks from
management console
End-UserSupport Organization
Best Practices: vPro Support
Support for vPro allows IT admins to take control of crashed systems by establishing a hardware channel of communication
Hardware Management Channel
Software Management Channel
Agent
OS
Hardware
End-UserSupport Organization
Best Practices: Proactive Monitoring
Proactively monitoring IT assets and alerting users before critical events occur can help organizations save money by avoiding
attacks and shutdowns
Monitor IT Systems
Alert before incident occurs
Resources• Test-drive a KACE appliance by downloading a free trial
http://www.kace.com/trial
• Download the “Using Bomgar with the Dell KACE K1000 Management Appliance” technical white paper at:
https://www.kace.com/resources/Using-Bomgar-with-the-Dell-KACE-K1000-Management-Appliance
• Download the “Dell KACE Remote Management with Intel vPro Technology” technical white paper at:
https://www.kace.com/resources/Dell-KACE-Remote-Management-with-Intel-vPro-Technology
• Download technical white paper on linking the Dell KACE K1000 Appliance with Dell OpenManage Essentials:
– https://www.kace.com/resources/Managing-Servers-with-Dell-KACE-and-Dell-OpenManage-Essentials
• Attend a live demonstration of KACE Applianceshttp://www.kace.com/livedemo/
• View a screenshot tour of KACE Systems Management and Systems Deployment Appliances
http://www.kace.com/products/systems-management-appliance/screenshots/
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Thank You
Contact KACE
1-877-MGMT-DONE
www.kace.com
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