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April 28, 2006, Newsletter Issue #14: Soup Up Your Helpdesk with Desktop Remote Control
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Tip of the Week
Don’t know what desktop management has to do with your helpdesk team? Then your team is operating less efficiently than it could be.
A study from WebEx has found that tech support related call time is drastically reduced when the helpdesk can use remote desktop management software to perform desktop remote control of a client’s malfunctioning box. The reason is that the helpdesk personnel can simply log onto the client machine and make a direct diagnosis rather than asking a long series of canned questions according to a helpdesk Q&A form to arrive at a diagnosis.
WebEx is not the only remote desktop software on the block, however, as there are a slew of others that claim industry leadership, including those from NetworkStreaming, Semantic, Linktivity, LogMeIs, 3amlabs, and others. The best solution for your helpdesk depends on the software you’re trying to support, but probably any product offered by these companies will be sufficient for most common desktop remote control needs.
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