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Desktop Support: The Hub of IT

Attack your desktop support woes

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Webcast Desktop Support. There it is. We said it.

In December we surveyed Reg readers about desktop IT support, and we made a webcast to discuss the results. It's here and it's free (reg req'd).

So what's it all about?

In the grand scheme of things, the old - and we mean old - desktop support processes often face neglect. Your company has been doing business the same way for a long time, which probably means that static budgets have resulted in support staff that have been stretched very thin. These IT heroes must deal with a ton of requests, and the users can often make the entire support process a challenging one.

The end result - despite the best efforts of the IT team - is a bunch of unhappy employees or customers. And much of their unhappiness stems from waiting too long for help or being asked to perform technical tasks that stretch beyond their areas of expertise.

The Register's analyst chums over at Freeform Dynamics did a study trying to pinpoint the user and customer worries around desktop support. What they found isn't terribly encouraging as the vast majority of users said they were unsatisfied, satisfied and indifferent about their IT support. Only a minuscule amount of people felt they received above average help.

The funny thing is that most corporations think their IT support systems are working just fine and that there's no real room for improvement.

Imagine that.

El Reg asked Freeform Dynamics analyst Tony Lock to go over his findings as part of an online presentation around desktop support. Lock spends about 30 minutes digging into some of the problems we've highlighted above.

After Lock's presentation, we find Barry Dacus from Citrix talking for a few minutes about his company's GoToAssist remote support technology, which lets companies provide help on everything from databases to USB drives via a secure, web-based service. Dacus covers some of the GoToAssist highlights around how companies can save time and money with the technology, while making everyone in an organization happier.

The online presentation left room for plenty of questions from you - our blessed readers. Have a gander right here. It's on demand, don't ya know. ®

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