A user calls the help desk to report that a mobile device, PDA or mobile phone, is not syncing correctly with his / her computer.
The issues
The users who have these kinds of mobile devices tend to be directors or users who are often out of the office – like a mobile sales-force. This means that the problem requires a quick fix because, in both cases, the use of these devices are essential in their working days. Email and phone help desk requests are easily lost or forgotten, leading to frustrated end users.
The ideal solution
Ideally, the help request would be logged and given a priority rating, in this case “high” so that the IT team can best manage their response and no request can be forgotten. The network manager should be able to see quickly whether any additional software has been installed on the effected machine that might have thrown up a conflict with the mobile device. If this is the case, the offending piece of software could then be removed or have settings updated. If there had been no obvious changes made to the machine, an engineer would need to connect remotely to the machine to make the required settings changes or device driver updates.
Kaseya handles the solution to this problem in four stages:
The Help Desk Ticketing module of Kaseya would allow the end user to send the complaint direct to the IT team who could then give that ticket a priority.
The Software and Hardware Auditing module of Kaseya would allow the network manager to quickly identify any new software or hardware that had been installed on the machine that could be responsible for the conflict.
The Network and Windows Event Monitoring module of Kaseya can be used to alert the IT team when the end user has logged onto the network, overcoming the problem of tracking down mobile users who make irregular connections to the network. A simple request from the IT team asking for five or ten minutes to solve the problem can then be made direct to the user.
The Remote Control module of Kaseya allows the network manager to effectively get in front of the end users machine without leaving his / her desk. Offending software could then be uninstalled or settings can be changed to fix the problem.
The Help Desk Ticketing module of Kaseya would allow the end user to send the complaint direct to the IT team who could then give that ticket a priority.
The Software and Hardware Auditing module of Kaseya would allow the network manager to quickly identify any new software or hardware that had been installed on the machine that could be responsible for the conflict.
The Network and Windows Event Monitoring module of Kaseya can be used to alert the IT team when the end user has logged onto the network, overcoming the problem of tracking down mobile users who make irregular connections to the network. A simple request from the IT team asking for five or ten minutes to solve the problem can then be made direct to the user.
The Remote Control module of Kaseya allows the network manager to effectively get in front of the end users machine without leaving his / her desk. Offending software could then be uninstalled or settings can be changed to fix the problem. 
