Friends in Tech - Latest Comments in Is your Help Desk hurting you?

Re: Is your Help Desk hurting you?

Mike McBride — Tue, 25 Nov 2008 15:09:08 -0000

Dave that's an interesting idea. I know one of the biggest changes was when we were able to use remote desktop and just "fix" stuff for folks. We could see everything they saw instead of having to translate what they were saying, and we could get control of a PC and see for ourselves if there were programs on there outside the normal build, or other changes that had been made. It helped cut down our time to find the solution. Sounds like Windiagnostic would take that to another level.

Re: Is your Help Desk hurting you?

Dave Allen — Wed, 12 Nov 2008 16:51:30 -0000

We find that most problems report to the HDesk are the result of users changing things on their PCs. We installed Windiagnostic, which give the techs daily reports of what has changed on each PC. Now instead of our techs getting into pissing contests about what did or did not change, the techs simply tell the user "looks like a new Adobe package (or whatever) was installed tow days ago, and this appears to be related to your problem." The users are usually stunned that we know what they are doing, and tend to be much more cooperative.

Re: Is your Help Desk hurting you?

Jeff Yablon — Wed, 12 Nov 2008 16:02:07 -0000

TOTALLY, totally correct. Especially in a rougher and rougher economy. Absent great training in good process, nothing works well. Period.

At least, after a while.

Jeff Yablon
President & CEO
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