How your service desk can provide tech support to unconnected devices

Close up image of four sets of runners’ feet on a wooded trail, representing the fast evolution of remote support and the need to support non-connected devices remotely

 

#GoToGetsIT: This article is part of an ongoing series from GoTo’s thought leaders on the frontlines: Our Solutions Consultants deeply understand our customers’ unique challenges and connect the right solutions to meet their goals using GoTo technology. Here, they share their industry knowledge on what it takes to help businesses everywhere thrive in a remote or hybrid world.

 

A technical problem, a software issue, a need for general assistance — these are a few common issues that become tickets for the service desk. The days of employees running down to the help desk, computer in hand, are largely behind us. Many employees are working from home. And with the rise of remote work, came the rise of remote support tickets. This has made remote access software one of the most common tools used by IT support technicians today.

The use of remote support software is not a new idea. Windows and Mac-based remote access tools have been deployed for decades, some more efficient and integrated than others. They allow remote technicians to look at the problem, the screen, and solve it in real time. But what happens when the ticket involves a non-traditional, non-computer-based support situation?

If the technician can’t directly take over a computer screen in need, what do they do? They need the right tools to support any use case. One of those tools is camera sharing. With camera sharing capabilities built into an IT remote support solution, service desks can tackle any ticket that enters their queue.

Use case: Home office

Employees often struggle with wired networks and multi-monitor or docking station setups. Remote camera sharing allows the service desk team to assist with the initial workplace setup, conduct home office surveys (as it is often required by law for workplace safety), and suggest best practices for the work-at-home colleague. With visual engagement tools, a wider range of home office support cases can be resolved digitally.

Use case: On-the-go

While working on-the-go, we may use various gadgets to support us, like wired or wireless headsets, power banks, and mobile hotspots. And getting these tools synced and ready to go can pose a challenge for end users. IT service desks can alleviate this challenge by delivering guidance for the traveler through the camera share feature of their remote support software.

Use case: On-premises infrastructure

For a hybrid-working world, many office spaces have transformed from day-to-day desks to flexible meeting spaces. If you don’t have the appropriate expertise on-site, it’s essential to be able to contact support for quick resolution. Through easy anytime connection and camera share, any potential points of failure, such as room AV systems, printers, routers, switches and cable management can be quickly solved.

Okay, but why not just FaceTime?

You might already have access to video communication through your UCaaS solution (unified communications as a service) or FaceTime and WhatsApp on personal devices. A common question is, “why can’t we just use FaceTime?” For the service desk and IT support teams, tools like FaceTime lack crucial attributes:

  • They are not integrated into the service desk's workflows and ticket tracking.
  • They often allow for private contact details to be exchanged and processed, not ideal for data and personal privacy.
  • They do not provide the unified audit and traceability of activity that a truly integrated support tool does.

Embedded and integrated visual engagement software is a must-have module for support and customer service teams, where compliance and integrated security are important.

The solution

Traditional remote support solutions have been used for on-premises workstation support for decades. For example, remote desktop and VNC (Virtual Network Computing) or VPN (Virtual Private Networks) solutions have been standard for a long time.

But does your solution work for a variety of problem types? A new generation of cloud-based remote tools can change the remote support game for your service desk team. GoTo Resolve, for example, consolidates everything you need to support connected and non-connected devices efficiently. Teams will notice key performance improvements for first call resolution, average handling time, user satisfaction, reduction of escalations, and reduced site visits. What more do you need?

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