One of the key benefits of CoSentry’s outsourced Service Desk / Help Desk is our ability to remotely resolve issues by taking remote control of your user’s PCs, notebooks, PDA/Cell phone devices and servers. CoSentry’s remote technical support services is a secure way to minimize down time and get your end users back into production quickly and efficiently, with minimal disruption and frustration.
There are many reasons why remote technical support makes sense:
- Consistent high quality of expertise: CoSentry L1 and L2 analysts are dedicated to providing Remote Technical Help Desk support. This is all they do.
- Improves productivity and maximizes uptime: Time to resolution is greatly reduced by resolving the issue via remote control compared with sending an onsite technician for desk side support.
- More effective: Remote control technical support reduces the number of desk side visits by technical support staff. Desk side support takes longer and if you have multiple sites, there are additional expenses in travel costs and tech time out of the office. A remote technical support specialist can multi-task, handling several users support issues simultaneously, whereas desk side support is a one to one relationship.
- Quicker response: Immediate response when the user calls in provides higher levels of end user satisfaction and reduced downtime. This is particularly effective with VIP users.
- Eliminates frustration and increases end user satisfaction: The end user does not need to explain their problem in great detail. The remote technical support technician can view what the issue is real time and take immediate action. Online diagnostics allow faster problem isolation and resolution.
- Secure: One time use uninstalls after support. Remote control provides an audit trail of what was done by the technician allowing review and validation of issues.
- Flexible: Remote technical support is available for employees working outside of the office. Desk side technicians most of the time do not make trips to employees homes to resolve issues. Remote control technical support would be available in these situations.