Remote Support Software Explained
All cloud computing companies need to seriously evaluate security considerations. Many remote storage and remote support apps run through the cloud. Legislators are only beginning to discuss regulations for effective security standards.
[Read more…] about Understanding and Improving Cloud Security
Communication breakdowns in tech support occur for a number of reasons. Often, stakeholders struggle to express technical problems in written or verbal form. Those trained to communicate verbally might lack basic “techie” knowledge; meanwhile, those who are IT pros might have more limited skills with respect to writing emails or coherently and completely translating instructions into lay language.
[Read more…] about Communication Breakdowns in the Tech Support Process
To deliver superior remote IT service to your own company or external clients, you first need to understand your purpose. Why do you want to move tech support off site? In an ideal world, what would the transition accomplish for you? Are you looking to slash costs to protect the budget and free up resources to spend on in-house projects or staff? Do you want to streamline your operations by keeping things lean and focused only on your core competencies? [Read more…] about Getting Started with Remote Tech Support
If you’re using (or plan to use) remote support software for assisting clients, you need to develop a knowledge base for two basic reasons. One, you can increase the amount of information available to your customers. Two, you can reduce the number of support requests from customers. By lowering the demand placed on your remote desktop staff, you also free these people up to provide superior service to customers and to improve their systems.
As you build a knowledge base among your IT support services, aim for these three objectives: [Read more…] about Assisting Users Remotely: Building a Knowledge Base
Customer questions and concerns can consume a significant amount of time for IT staff. From routine operational queries to major problems, software for help desk professionals helps these individuals connect to computers remotely to detect and solve core issues.
Equipped with the right tools to deliver superior IT support, successful help desk managers implement the following practices every day to keep their services competitive: [Read more…] about Top Qualities of an Effective IT Help Desk
