No one would argue that the today's modern help desk staff has an easy job. In addition to operating on reduced budgets and lower staff counts, a typical help desk staff must now support mobile users working from home, customer sites, or on the road. In these situations, an effective, user-centric remote control solution is an absolute must in order to establish and manage user PCs remotely, to diagnose and repair problems, and to teach users how to make the most of their systems and software.

In The Essentials Series: Faster Problem Resolution with Remote Support Capabilities, Ed Tittel takes you through the many issues that plague the modern help desk, and states the case for implementing user-centric remote support. He demonstrates how tools such as built-in interactive chat, file transfer, and sessions that persist across multiple reboots enable help desk staff to be supportive and to identify and resolve problems quickly and accurately. Lastly, Ed offers insight on how built-in monitoring and behind-the-scenes session sharing and observation tools let management accurately assess help desk productivity, help desk staff skills and abilities, and ticket resolution rates.