Ensuring High End-User Satisfaction
with Help Desk Tools from SolarWinds®
Glenn Gray
© 2013 SOLARWINDS WORLDWIDE, LLC. ALL...
© 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Agenda
» Why is End-User Satisfaction so
Important?
» Managing the ...
© 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Managing the Help Desk
Web Help Desk
Web Help Desk – What is it?
•Emails to tickets
•Alerts to tickets
Automated Ticketing
•Asset discovery & integration
•Remo...
How Can WHD Help Keep End-Users Happy?
End-users
» Intuitive, Web-based interface
» Quick ticket resolutions
» 2-way commu...
© 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Product Demo
» Creating escalation rules
» Using FAQs to help end-u...
© 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Supporting End-Users
DameWare Remote Support
© 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
DameWare Remote Support – What is it?
Remote Control – Includes MRC...
© 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
How Can DRS Help Keep End-Users Happy?
End-users
» Quick resolution...
© 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Product Demo
» Remote Control
 Windows
 Mac OS X
 Linux
 Intel ...
© 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
Thank You!
The SOLARWINDS and SOLARWINDS & Design marks are the exc...
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thwackCamp 2013: Improving End-User Satisfaction with Help Desk Management Tools

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SolarWinds Help Desk Management products can help your IT team reduce time-to-resolution on service requests while increasing end-user satisfaction. Web Help Desk gives your team the tools they need to manage IT assets and service desk tickets throughout the entire life cycle. DameWare Remote Support is a comprehensive remote management tool that includes the award-winning remote control software, Mini Remote Control, for Windows, Mac OS X, and Linux computers.

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thwackCamp 2013: Improving End-User Satisfaction with Help Desk Management Tools

  1. 1. Ensuring High End-User Satisfaction with Help Desk Tools from SolarWinds® Glenn Gray © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED.
  2. 2. © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. Agenda » Why is End-User Satisfaction so Important? » Managing the Help Desk  What is Web Help Desk™  How Can it Help Keep E/U Happy?  Product Demo » Supporting End-Users  What is DameWare® Remote Support  How Can it Help Keep E/U Happy?  Product Demo
  3. 3. © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. Managing the Help Desk Web Help Desk
  4. 4. Web Help Desk – What is it? •Emails to tickets •Alerts to tickets Automated Ticketing •Asset discovery & integration •Remote control integrations Asset Management •End-user self-service •Proactive FAQs Knowledge Base •Bi-directional email correspondence • Exchange ticket notes with the end-user •Email/SMS alerts Communication » 100% Web-based » Management, tracking and ticketing automation via a simple and intuitive Web console » Streamlined and customizable workflows to suit your business environment » Integrates with network and systems management software » Orion® alerts to tickets automation » Powerful and customizable dashboard for performance reporting » Supports Windows®, Mac OS®, Linux® operating systems, and VMware® vSphere®/Microsoft® Hyper-V® virtual machines Latest version: Web Help Desk v12 © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. 3
  5. 5. How Can WHD Help Keep End-Users Happy? End-users » Intuitive, Web-based interface » Quick ticket resolutions » 2-way communications » FAQs & Knowledgebase » Feedback mechanism © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. IT pros » Automation » Asset discovery & management » Integration » SLA alerts & notifications » Mobility 2
  6. 6. © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. Product Demo » Creating escalation rules » Using FAQs to help end-users help themselves » Using reporting to track performance » Monitor and improve CSI with surveys
  7. 7. © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. Supporting End-Users DameWare Remote Support
  8. 8. © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. DameWare Remote Support – What is it? Remote Control – Includes MRC » Proprietary remote protocol for Windows  In-session chat  One-click screenshots » Built-in VNC for Mac® OS X® & Linux » Intel AMT™ KVM » DameWare Mobile for iOS® devices Remote Administration » Windows administration  Manage services & processes  View & clear Event Log  Manage disks, shares, & peripherals » Intel® vPro® support for sleeping or crashed computers » Active Directory® management  Manage AD users, groups, & OUs  Edit Group Policies
  9. 9. © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. How Can DRS Help Keep End-Users Happy? End-users » Quick resolution » Watch the solution » On-screen chat » Invisible troubleshooting » Support for crashed hardware IT pros » Easy to deploy » Customizable agents » Remote troubleshooting » Support mixed-OS environments » Mobility
  10. 10. © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. Product Demo » Remote Control  Windows  Mac OS X  Linux  Intel AMT KVM » Remote Administration  Services & processes  Event Viewer » Active Directory Mgmt.  Users & groups
  11. 11. © 2013 SOLARWINDS WORLDWIDE, LLC. ALL RIGHTS RESERVED. Thank You! The SOLARWINDS and SOLARWINDS & Design marks are the exclusive property of SolarWinds Worldwide, LLC, are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other SolarWinds trademarks, service marks, and logos may be common law marks, registered or pending registration in the United States or in other countries. All other trademarks mentioned herein are used for identification purposes only and may be or are trademarks or registered trademarks of their respective companies.

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