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 do not know how to explain their problem. They are not techies. If they were, they wouldn't be calling you! EU don't have the time. They are stressed and losing precious productivity while the seconds tick off the clock. They expect you to be able to understand their thoughts. After listening to the user's description of the problem(s), you then convey the suggested steps to take for resolving the issue and take a deep breath. You can expect that the instructions will not have been followed correctly at this point. The EU might not have been listening. If they were, their frustration level is probably high enough to smother active listening. Or they think they know what you're talking about before you've even finished what you were trying to say and jump ahead without you (eventually losing their way and forcing you to start over). They ask "why" (expecting a techie to apologize for the software vendor or PC manufacturer) instead of quietly following along. Teeth grinding usually ensues.

It would be shocking to see how little the average EU knows about computers 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 included with Windows XP Professional and Windows Vista that allows a user to configure their desktop computer so that they can access their desktop from other computers on the network or 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. But both PCs (yours and your customers') must be using Windows XP and Windows Messenger. These requirements may not apply to your customer. 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. If necessary, the EU can also participate.

Adobe Acrobat Connect Pro is the best way to provide remote support for your PC. Most businesses today use teleconferencing as well as web conferencing for their business communication needs and in this article, I am assuming your employer is using Adobe Acrobat Connect Pro as its web conferencing tool and that you have 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 Take a look at the site here 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.

The customer service agent or account manager can create a custom URL reserved for troubleshooting sessions and configure the look of Adobe Acrobat Connect Pro to optimize it for remote support. The custom URL is easy to remember. Consider it a personal online business card for the customer service agent or account manager. This URL will be used by the customer to log in and await your instructions. Once you log in to Adobe Acrobat Connect Pro, bump up the customer's permissions to that of a Presenter and have them share their Desktop. You can now take control of your customer's computer to fix an issue or demonstrate the tool. 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 to help them learn about best practices and new applications, and to ultimately increase their use of the tool to generate more revenue.

Avoid wasting time on the phone when your customer calls you with a support question. Reach for your custom Adobe Connect Acrobat Pro URL to provide more efficient support and save precious time.

Outsourcing your desktop support tasks to an external service provider is certainly a logical business decision in these times of economic recession. Although most desktop support providers strive to provide flawless service to their clients, there are many factors that can affect their ability to do so. 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. In order to be able to provide the best possible service, these organisations must have personnel with sufficient technical qualification. Don't be afraid to ask. If they are being defensive about this enquiry, reconsider hiring them at all.

2. Inquire about response time: Ask them how fast they will be able to attend to your problems. For example, a 4 hour response SLA means that they will respond to your problem within a time period of four hours, counted from the time you make the call for support.

3. Ask for a long term personal contact: Ask whether they will be able to spare at least one person to be a dedicated resource working on your systems. It is even better if that person is a senior employee. That way, you will always have someone at hand who knows everything about your systems, and who can also guide other junior employees when 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. If the outsource provider has a good helpdesk with technically qualified employees, it will ensure that they can solve your problems from their offices. This will improve your business' efficiency and save time as they will not have to send someone down to your business facilities every time a problem arises.

5. Do a background check: Always ask for references, and follow up on those leads. Ask the provider whether they have provided service to any major business organisation that is still operational. Visit the offices of that organisation or send someone over to verify the provider's claims.