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Tech Management

How to Optimize Desktop and End User Support

For many companies, desktop and end user support can be costly and time consuming. Especially if you have multiple computing environments with a variety of desktop applications and PCs of different models and ages.  Although desktop PCs are relatively inexpensive the cost for maintenance and end user support can be as much as five times the cost of the computer.

In the early years of computer technology, costs for desktop and end user support were reduced through the concept of sharing a single resource among multiple end users also known as time sharing.  Today this method is next to impossible with the increased demand for IT applications that help increase productivity and business continuity.  As a result, businesses are seeking to maintain productivity while reducing costs associated with end user management.

So, what are some of the ways you can increase desktop and end user support without breaking your IT budget?

Remote Monitoring

Many companies are opting to use a remote solutions provider to provide improved support for the end user.  This type of service can monitor the status of desktops and laptops from a remote location at a price that is affordable and much less than deploying desktop and end user support onsite.

Remote monitoring services provide standard system checks to ensure that virus definitions are up to date, patches and other fixes are installed as needed, and operating systems and applications are working properly. The service can also audit system users to ensure policies are followed and oversee the status of hard drives, RAM, CPU, and disk utilization.

Trouble Ticketing

A managed service provider can provide state-of-the-art help desk services from a remote location through the use of what is known as trouble ticketing.  When the end user contacts themanaged service provider, a trouble ticket is issued to qualified IT personnel.  Once the IT professional receives the ticket they can access the end user’s system to troubleshoot the problem.  Most managed service provider also provide help over the phone.  The entire process is accomplished within a matter of minutes to allow the end user to maintain productivity.

Onsite Support

IT staff can often carry a lot of responsibility which sometimes makes them unavailable to offer desktop and end user support.  Most managed service provider will provide onsite support services to provide solutions for routine and emergency issues that can occur with end users.  Most of the time onsite support is included in the price of managed support services.

Client Portal

A client portal is an application that allows you to communicate with the managed service provider regarding key information about support requests and tracking the status of issues until they are solved, network information, and collaboration in discussion centers.  This allows issues to be discussed between the company and the managed service provider without having to leave the site or pick up the phone.

Without a doubt, desktop and end user support can quickly spiral out of control.  By considering managed services you can easily deploy new software, perform upgrades, manage patching, and deal with the issues that crop up when you are using multiple computing environments.  In addition to eliminating some of the headaches, you are also reducing the costs associated with desktop and end user support. This leaves more time for developing new strategies and innovations that help your company to move forward.

If managed services for desktop and end user support sounds like a viable solution for your company, contact Thrive Networks for an initial consultation to learn how you can improve the end user experience while increasing productivity.