Assist Help Desk Staff With PC Recovery

Most information technology professionals find that they are under constant pressure to ensure that the right tools exist to correct problems, minimize outages, and boost the performance of their company’s PCs.

If you work in a Help Desk environment, you know that the vast majority of support issues you encounter are the result of employee error or lack of PC knowledge. And yet these can be the most difficult problems to identify and correct.

Are you constantly having to ask…

1. What program(s) were you running?
2. What specifically were you doing before the problem occurred?
3. Have you downloaded any new software or files?

Not only is this problem-solving approach time intensive, but almost invariably, the employee doesn't know the answers or is hiding the truth to cover up their actions.

Spector CNE will significantly reduce the amount of time spent on support calls by helping you rapidly diagnose the problem and move on to providing a solution. Each PC on your network is continually recorded allowing Help Desk personnel to “see” the exact moment trouble occurred. These surveillance-like PC recordings can help you uncover such common support issues as conflicting applications, rogue file downloads, improper keyboard commands, archaic error messages, and more.

Did You Know?

• A help desk team or manager team can use the data to determine whether common help desk calls indicate a need for more user training or if certain applications are too complex for their intended audiences.¹

• Findings suggest losses of proprietary information and intellectual property in the range of $53-$59B.²

• User Error and Software problems are responsible for 64 percent of all help desk incidents.³

• Total cost of ownership is a real issue, and the largest component of this cost is the expense of providing on-going support to PC users.⁴

• Studies show that providing support to end users is the single most time-consuming and expensive aspect of PC networking (Gartner Group; Forrester Research Inc.). Consider the following scenario: If a problem is resolved at the first level of support, the average overhead cost of the support call is $18.14 (Help Desk Institute Report). If the first-line support analyst cannot resolve the problem, it is reassigned to a support engineer or is escalated to an on-site support technician. The cost of dispatching a technician to the desktop, plus the costs of user downtime, increases the expense of the support call to as much as $300.⁵

Recorded Email		Recorded Chat/IM		Recorded Keystrokes
Recorded Web Sites		Recorded Programs		Recorded Snapshots
		Keyword Detection