DeskRoll Blog

Helping Clients Get Online – Checklist

Remote support saves time and effort but what if your user can’t get online? This simple troubleshooting checklist helps you get connected. It might be useful even for experienced technicians, especially at the end of a long business day.

Help Desk Software Review and Comparison

As already described in our previous article, help desk or service desk is a way to organize company workflow. The main goal is to make work process uninterrupted and smooth by fixing all problems within a company or with customers. This could be achieved by using a special software - the core of the service desk. Functions of service desk and how it should work are well defined in ITIL (IT Infrastructure Library) which is used in ITSM (IT Service Management). Many companies are marketing their solutions in this niche. There is a wide range of functions offered by such systems. Some of the solutions are simple and easy to deploy, while others require expert knowledge and are very flexible and mostly intended for huge companies with thousands of employees. This article will cover some of both kinds. There’s a lot to be considered when choosing the right solution, so we hope this article is a good start.

Help Desk Solutions

Help desk software is a set of tools for streamlining the processing of support requests from clients. Often a client with a specific problem submits a request to be handled by someone responsible for that specific area. So, this technician has to resolve the issue. The idea behind help desk software is to centralize and collect all such requests in one place, so that the help desk agents process all user requests through this system.

Choosing Remote Access Tools

Remote access tools are the bread and butter of today’s support technician. For many remote access needs, traditional tools (bundled with the OS, provided by the OS vendor, etc.) are used: RDP, SSH clients/servers, Telnet, etc. Let's see how they compare with each other.

Why Do Support Remotely? Advantages and Downsides

Remote technical support is an appealing alternative to traditional on-site support. Remote support means accessing your client’s computer remotely to do system modifications, updates or fixes. Of course, it requires certain skills and tools, but sometimes there’s no viable alternative.