IT can efficiently manage and allocate global help desk resources, including – most importantly – its personnel, to access any computer to provide support despite the end user or IT rep location.
Efficient routing: As technology becomes more complex, a virtualized help desk provides the infrastructure to better manage decentralized IT operations and assign expert technicians across the queue to handle a particular tech support issue.
Improved control: Putting a help desk rep in the driver's seat to troubleshoot computer issues not only enhances the customer experience by lessening frustration, but also reduces the stress and aggravation IT staff often face when walking non-tech savvy users through a tech support session.
Using a centralized, virtual help desk solution to capture important support details (e.g. record remote sessions, note where calls were transferred or how the issues were resolved) enables IT organizations to build an effective knowledge base.
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.
[2] As workforces become more dispersed – 83% of companies say they operate a virtual workplace, in which more than one-quarter of employees work away from their supervisors or workgroups – responding to IT issues can be complex and costly if travel is required.
[3] Today’s economic instability is also putting added pressure on companies to find gainful ways of optimizing current operations to ensure and build their business.