A user calls into the IT help desk to complain that his / her machine is running slowly.
The issues
The user cannot work efficiently on a slow running machine.
The IT team would need to gather information about the machine in question by getting information from the user.
This would require a remote connection over VNC or a physical visit by an engineer to the work station in question in order to gather required information and make changes. (Over multiple sites this could prove very difficult and time consuming). VNC connections throws up its own issues
Is VNC installed?
What is the IP address of the machine?
Will the firewall allow a connection to be made?
In addition, requests made by phone or email are easily forgotten and not actioned in a busy IT help desk environment.
The ideal solution
Ideally, the end user would report this problem through an automate system that logs requests that can be prioritised.
The IT help desk operator would be able to identify the machine in question and immediately pull up specific hardware and software information, as well as configuration information.
Once a solution had been identified to the specific problem, a remote connection would then be made to the end users machine to make the required changes.
Kaseya handles the solution to this problem in four stages:
The Help Desk Ticketing module of Kaseya allows the end user to register the complaint. The IT help desk picks up the ticket and can ask further questions over through the ticketing system if required.
The Software and Hardware Auditing module of Kaseya can now tell the IT team exactly what the specification of the machine is, how it is configured and, for example, how much free disk space there is. There is also detailed information on the software installed on that machine.
The Remote Control module of Kaseya can then be used to free up memory, run a defrag or make any changes deemed necessary. (Since the remote control element of Kaseya is setup to run within the organisation, the issues over firewall conflicts and IP addresses are never a concern).
The Help Desk Ticketing module of Kaseya allows the end user to register the complaint. The IT help desk picks up the ticket and can ask further questions over through the ticketing system if required.
The Software and Hardware Auditing module of Kaseya can now tell the IT team exactly what the specification of the machine is, how it is configured and, for example, how much free disk space there is. There is also detailed information on the software installed on that machine.
The Remote Control module of Kaseya can then be used to free up memory, run a defrag or make any changes deemed necessary. (Since the remote control element of Kaseya is setup to run within the organisation, the issues over firewall conflicts and IP addresses are never a concern).
The ticket can then be closed off.
