If your business has computers, then you probably also have a help desk. But not every help desk is made equal. Some are impressively efficient, able to resolve most incoming calls with a minimum of effort. Others, not so much.
The difference is automation, and here’s the secret: Getting there isn’t hard.
By integrating event management, ridiculously remote tools, and automated actions directly into your help desk application, you can automatically empower help desk administrators with solutions for a wide array of common problems – without exposing dangerous complexities or excessive permissions that might get misused.
Join Greg Shields of Concentrated Technology and Jayson Gehri of ScriptLogic in this expert conversation. You’ll leave with some useful tips, tricks, and tools that will bring ridiculous efficiency to your help desk activities.
Automating Google Workspace (GWS) & more with Apps Script
Webcast: Building a Better Help Desk
1. Building a Better Help Desk:
An Expert Discussion on Ridiculously Efficient
Help Desk Tips, Tricks, & Tools
Dial In: +1 (646) 307-1721
Access Code: 557-247-391
Or use your computer speakers
Greg Shields Jayson Gehri
Partner and Principal Technologist Director, Product Marketing
www.ConcentratedTech.com ScriptLogic
2. About the Speakers
Greg Shields
Greg is a Senior Partner and Principal Technologist with Concentrated
Technology. He is a Contributing Editor for TechNet Magazine and Redmond
Magazine, and a Series Editor for Realtime Publishers. Greg is a sought-after and top-
ranked speaker, seen regularly at conferences like TechMentor, Tech Ed, VMworld,
and more. He is a multiple recipient of Microsoft "Most Valuable Professional" award
with has received VMware's vExpert award.
Jayson Gehri
Jayson joined ScriptLogic in 2009 as Product Marketing Manager, bringing 10 years of
marketing and technical experience. Jayson is currently the Director of Product
Marketing at ScriptLogic. He is responsible for the promotion and evangelism of
ScriptLogic solutions to the IT community.
3. About ScriptLogic
• Founded in 2000
• Focus on 4 key areas:
• Desktop Management
• Help Desk Management
• Server Management
• Active Directory Management
• Customer Base
• 30,800+ customers worldwide
• From SMB to Fortune 100
• Headquartered in Boca Raton, Florida
• Subsidiary of Quest Software since 2007
6. The Ridiculously Efficient
Incident Lifecycle
Classic Responses of the
Reactive Help Desk
Ridiculously Efficient Workflow
of the Proactive Help Desk
Incident Occurrence
Detection
Diagnosis
Repair
10. Prevention
that is Seriously Ridiculously Efficient
Jeff Hicks Video: Using PowerShell to Create a VHD and Backup
User Data
http://bit.ly/wBbnn9
11. Prevention
that is Seriously Ridiculously Efficient
Jeff Hicks Video: Using PowerShell to Create a VHD and Backup
User Data
http://bit.ly/wBbnn9
Jeff Hicks Article: Five Steps for Gathering a
Network Health Report
http://bit.ly/qfff2v
12. Prevention
that is Seriously Ridiculously Efficient
Jeff Hicks Video: Using PowerShell to Create a VHD and Backup
User Data
http://bit.ly/wBbnn9
Jeff Hicks Article: Five Steps for Gathering a
Network Health Report
http://bit.ly/qfff2v
Jeff Hicks Video: How to Get a Handle on User Passwords
Remotely
http://bit.ly/nGC12C
15. Computer Management
that is Seriously Ridiculously Efficient
Jeremy Moskowitz Article: Troubleshooting W7 Group Policy
http://bit.ly/rI5HJl
16. Computer Management
that is Seriously Ridiculously Efficient
Jeremy Moskowitz Article: Troubleshooting W7 Group Policy
http://bit.ly/rI5HJl
Jeff Hicks Article: Troubleshooting Devices in W7 & WS2008R2
http://bit.ly/wY7PKr
17. Computer Management
that is Seriously Ridiculously Efficient
Jeremy Moskowitz Article: Troubleshooting W7 Group Policy
http://bit.ly/rI5HJl
Jeff Hicks Article: Troubleshooting Devices in W7 & WS2008R2
http://bit.ly/wY7PKr
Avril Salter Article: Can’t Connect to Wireless? Try These Steps
http://bit.ly/q2Jh28
18. Computer Management
that is Seriously Ridiculously Efficient
Jeremy Moskowitz Article: Troubleshooting W7 Group Policy
http://bit.ly/rI5HJl
Jeff Hicks Article: Troubleshooting Devices in W7 & WS2008R2
http://bit.ly/wY7PKr
Avril Salter Article: Can’t Connect to Wireless? Try These Steps
http://bit.ly/q2Jh28
Jeff Hicks Article: Don’t Delay! You can Watch for Critical Events
and Take Action Immediately
http://bit.ly/pfclSv
21. Incident Response
that is Seriously Ridiculously Efficient
Jeff Hicks Article: Not Getting the Whole Story? Show Users how
to Recreate Problems
http://bit.ly/nIL2yC
22. Incident Response
that is Seriously Ridiculously Efficient
Jeff Hicks Article: Not Getting the Whole Story? Show Users how
to Recreate Problems
http://bit.ly/nIL2yC
Jeff Hicks Article: 10 Tips for Cleaning Up a Hard Drive
http://bit.ly/vULJ7a
23. Incident Response
that is Seriously Ridiculously Efficient
Jeff Hicks Article: Not Getting the Whole Story? Show Users how
to Recreate Problems
http://bit.ly/nIL2yC
Jeff Hicks Article: 10 Tips for Cleaning Up a Hard Drive
http://bit.ly/vULJ7a
Greg Shields Video: Controlling App Behavior with Reg Settings
http://bit.ly/sIKMAn
24. Incident Response
that is Seriously Ridiculously Efficient
Jeff Hicks Article: Not Getting the Whole Story? Show Users how
to Recreate Problems
http://bit.ly/nIL2yC
Jeff Hicks Article: 10 Tips for Cleaning Up a Hard Drive
http://bit.ly/vULJ7a
Greg Shields Video: Controlling App Behavior with Reg Settings
http://bit.ly/sIKMAn
Jeff Hicks Guide: Migrating Windows User Files & Settings
http://bit.ly/pdvDY3
25. Incident Response
that is Seriously Ridiculously Efficient
Jeff Hicks Article: Not Getting the Whole Story? Show Users how
to Recreate Problems
http://bit.ly/nIL2yC
Jeff Hicks Article: 10 Tips for Cleaning Up a Hard Drive
http://bit.ly/vULJ7a
Greg Shields Video: Controlling App Behavior with Reg Settings
http://bit.ly/sIKMAn
Jeff Hicks Guide: Migrating Windows User Files & Settings
http://bit.ly/pdvDY3
Jeff Hicks Video: Tools and Techniques for Remote
Help Desk Support
http://bit.ly/qt6h2d