Is a Remote Help Desk the Right Solution for You?
Ask any desktop tech support technician what their biggest frustration is, and most likely you will hear that some days there simply is not enough time and organization. By utlizing remote desktop access software, setting up a remote help desk is a great way for help desk consultants and their clients to save valuable time and resources. The concept of remote helpdesks is relatively new, and users have many questions about how the online systems work and whether they are a good solution for computer support.
What Exactly is a Remote Help Desk?
A remote help desk is a web-based system that allows users to register for and receive remote support, generally on a fee-based basis. The help desk allows users to go online and seek remote assistance for computer software or operating system issues that they are unable to resolve on their own. Technicians staff the service and generally communicate with users through remote access software equipped with pc remote control, in addition to chat sessions, emails or sometimes via telephone.
Why is it a Good Idea to Use a Remote Help Desk?
Remote help desk software is designed to make life easier for not only the end user, but also for the consultants working to resolve their clients’ issues. Some of the features offered by a remote helpdesk include incident tracking. So, if a client emails a problem report there is an incident created. From that point on, every communication or action on the part of a consultant is recorded as a part of that specific incident. The client can go online and find out the status of their problem, and a consultant or supervisor can track the progress as well. When the client is available, the support technician can assist via remote pc support.
Although remote help desk services are generally fee-based, help desk technicians are not always required to pay for desktop remote support software used for the online support, with free business software including free remote support solutions available.
Will I have a Dedicated Consultant?
Most likely, if you are using a remote help desk much like a face-to-face help desk, you will not have a specific dedicated consultant. Instead, most remote consultants work in teams to help solve their clients’ online computer support problems. Remote desktop support can often be a single contact and in that case a single consultant will help. Other times, an incident may require multiple interactions between consultant and client. In this case, the client may work with multiple people. This is a good example of the incident management discussed earlier.