Desktop Support Sacramento

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If you have ever provided remote desktop support you understand how frustrating it can be to patiently listen to end users (EU) explain (or try to explain) the issue they are experiencing. EU don't know how to explain their problem. They are not techies. They wouldn't call you if they were techies. EU don't have the time. They are constantly stressed and losing precious productivity as the seconds tick by. They expect you to be able to understand their thoughts. After listening to the user's problem description, you will then share the steps to resolve the issue. Take a deep breath. At this point, you can expect the instructions to not have been properly followed. The EU might not have been listening. Their frustration level is likely high enough to smother active listenin. They may think they know follow this link what your talking about, but they don't finish what you said. This can lead to them losing their way and forcing to start over. They ask "why" (expecting a techie to apologize for the software vendor or PC manufacturer) instead of quietly following along. Usually, this leads to teeth grinding.

You would be amazed at how little the average EU understands about PCs and internet technology in general. Cookies? Email Signatures? Mail servers? Scoll Bars Right Clicking? It's almost like preaching to the choir, since most EU don't know what you are talking. Let's not forget that for the end user, it is equally frustrating because you can only hope you've communicated your issue clearly enough for it to make sense. There is nothing worse than being talked down to by a techie.

To avoid all this frustration, connect the techie with the EU using a web conferencing app such as Adobe Acrobat Connect Pro. What about Remote Desktop Connection in Windows Nope. Remote Desktop Connection is a feature that comes with Windows XP Professional or Windows Vista. It allows users to configure their desktop computer so they can access it from other computers on the network and the Internet. This article will discuss how a customer service representative or account manager can remotely support clients.

How about Remote Assistance using Windows XP? Maybe. Both yours and your customers' computers must use Windows XP or Windows Messenger. Odds are your customer may not be meet these requirements. If they do, you can indeed provide effective remote PC support with Remote Assistance via instant-messaging, email or sending a file. You can connect to your customer's computer, view their desktop, control the mouse cursor and provide live assistance while the customer watches. The EU can also participate if required.

However, the simplest way to offer remote PC support is via Adobe Acrobat Connect Pro. Today, most businesses use teleconferencing and web conferencing to communicate with their customers. In this article, I assume that your employer uses Adobe Acrobat Connect Pro for its web conferencing tool. You also need an Adobe User account. Remote support has been provided and I have been granted remote support using this application. It is easy, quick, and unobtrusive. There are many web conferencing solutions but Adobe Acrobat Connect Pro is one of the best because it is Flash-based. Since almost every PC (including Macs) use Flash technology, Adobe Acrobat Connect Pro does not require any downloads. This means that your customers won't have to jump through hoops to connect to your remote PC session.

Customer service agents or account managers can create a custom URL for troubleshooting sessions. They can also configure Adobe Acrobat Connect Pro to optimize it in remote support. It is easy to remember the custom URL. Consider it a personal online business card for the customer service agent or account manager. The customer will use this custom URL to log on and await your instructions. After logging in to Adobe Acrobat Connect Pro you can raise the customer's permissions so that they are granted Presenter status and allow them to share their Desktop. From this point on, you can take over your customer's PC to resolve an issue, conduct a demonstration, etc. The reason I prefer using Adobe Acrobat Connect Pro over Windows Remote Assistance is that you can demonstrate the tool to your customers. This is meant to educate them on best practices and new applications and ultimately have them use the tool more to generate additional revenue.

Avoid wasting time on the phone when your customer calls you with a support question. To provide faster support and save time, reach out to your Adobe Connect Acrobat pro URL.

Outsourcing your desktop support tasks to an external service provider is certainly a logical business decision in these times of economic recession. Most desktop support providers try to deliver as flawless service as possible to their clients, but undoubtedly, their capabilities vary. That's why it is essential to screen your prospective service providers before handing over the service contract to them. Here are some ways to verify that your chosen organization is right for you.

1. Ask about the qualifications and experience of support staff: If you approach a service provider organization, make sure to ask about the qualifications and experience of their support staff. These organisations must have sufficient technical qualifications to provide the best service possible. Do not be embarrassed to ask this directly. Do not be defensive if they refuse to answer your question.

2. Ask about their response time. Find out how quickly they can attend to your problem. A 4 hour response SLA would mean that they will respond to you within four hours from the time you call.

3. Ask for a long-term personal contact. Ask if they are able to spare at most one person to work on your systems. It's even better to have a senior employee as this person will be able to help you. This will ensure that you always have someone who is knowledgeable about your systems and can help other junior employees as they work on your systems. This will ensure that problems get fixed faster, with minimum downtime.

4. Find out about outsourcing helpdesk / remote support services: Ask whether they have a helpdesk to attend to problems and they have industry standard software that can gain remote access to your servers and network. It is important that the outsourcing provider has a competent helpdesk with qualified employees. This will allow them to solve your problems remotely. This will increase your business' efficiency as they won't have to send someone down to your company every time a problem occurs.

5. Do background checks: Always ask for references and follow-up on them. Ask the provider if they have ever provided service to any major business organization that is still operating. To verify the claims of the provider, visit the office or send someone.