“TeamViewer increased our capacity to provide remote support by 15-20%. Switching to a remote support solution took away the technological differences, letting the techs concentrate on what mattered - solving problems for faculty and staff. Serving over 1,000 users with a small team might seem like overload, especially with a service solution not suited to Windows and unable to support Macs at all. It’s a benefit enjoyed by the faculty and staff of St. But when you take the OS out of the picture by letting different devices connect without trouble - letting data connect to data, Mac to PC or phone to desktop - the most frustrating part of any service interaction is removed. Heterogeneity is a support problem in itself. Service people waste a vast number of hours simply working out the best way to connect different systems together so problems can be solved. Deep-six the hassle factor of the operating system (OS) So this blog looks at some remote software support methods IT professionals use to close support issues quickly and effectively - methods that go far beyond the trouble-ticket email thread. The best support technician in the world can’t make an IT infrastructure run smoothly unless they’ve got the right information and applications. And to solve it, you need the right tools. Which means it needs a little extra attention. But this one’s been escalated to you, the IT manager. That’s what your team does, it deals with them all day. These are the five methods savvy IT professionals use to go the extra mile in remote support.
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