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Task |
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Standard Solution |
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Our Solution |
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Tool Used |
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| User needs IT assistance and technician needs to work on PC… |
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Technician must go on site to deliver support service. Time consuming procedure of getting into a vehicle to go onsite. At least 1 hour of delay until support gets started.
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| Technician can remotely access any PC through any network. No legal IP needed to access PC. Instant support once support has been requested… |
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| Windows updates on clients PCs securing the clients network… |
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| Quality support comes when PCs are fully updated at all times. Technician must physically visit each PC and manually check for updates. This limits the number of PCs that can be supported the proper way. |
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| Automate patch updates. Check all PCs patch status from one location. Receive notifications on new updates and updates missing on exact machines. Configure reboot action after update installation. Details of updates can be viewed… |
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| User needs software installed on PC. ie. Adobe© Acrobat©… |
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| Technician must visit the site. CDs must be on hand for the installation. Completion of request could take more than 2 hours if technician is quick to reach site. |
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| Set up a script to run on PC remotely installing any application. Upload .exe files to VSA to set scripts… |
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| The client needs to call their IT service provider (you) for help… |
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| In most cases the client would call the IT departments help desk where a receptionist would need to answer and take details of the problem or the client calls the technician directly. This increases workload to your company whether you hire a help desk person or delay time of a technician to answer calls. |
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| Every PC user you support has an agent on the notification bar of their PC from which they can create a ticket and call for help. Once a ticket is created notes can be added by you and the client until the solution of the ticket making communication with your clients professional and keeping track of every job undertaken by your company. |
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| Knowing your supported PCs hardware is a must in this business… |
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| Technician must physically visit each PC to collect data of hardware. This is time consuming as the Operating System does not show all PC specs in one place, you need to check at least 3 different places to collect hardware specs of just one PC. |
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| The agent installed on each PC collects data recurring every day by default which can be seen from your office centrally of every single PC. Notification can be set for any hardware changes. Data such as IP info, installed apps, CPU, memory, disk space, PCI devices, event logs, just to mention a few results available… |
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| Client wants to upgrade their network and asks you for documentation on what his/her network has now and what needs upgrading… |
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| If the client is new this info is not available to you so a technician would need to go on site to collect data manually from each PC. For an existing client, information is normally kept in files or documented which in most cases is out dated. Time consuming process of drawing up a neat report to present. |
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| From your office you can select the data to show in any report on all PCs of the network, with just a click of a button a neat report is instantly drawn up for the client to view. Efficient and quick. |
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| In the event when a server goes down or unapproved system alterations are done by PC users… |
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| Technicians will need to schedule frequent on site visits to regularly check that the systems are left the way they were when configured by you. When a server goes down you would receive a telephone call from a troubled customer. |
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| Administrators receive email notifications with system alerts when critical servers go down, users alter their configuration, or anything else that affects PC software security. |
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