How much time do your helpdesk analysts spend in triage extracting basic details from users?
Probably much more than is necessary. Users aren’t always great at providing the right answers. Imagine, then, how efficient your analysts would be — and how much better the helpdesk user experience could be — if they had access to these answers directly.
The problem for helpdesk staff is, SCCM is rarely accessible outside the tech team. Or if it is, it’s a significantly scaled down version and much less useful for analysts.
Here are three scenarios where your helpdesk staff could be much more efficient with user-friendly access to System Center Configuration Manager. And most importantly, how to achieve it.
1. Data that users don’t know
How long does it take for your analysts to get to the bottom of a problem before they can solve it? Starting with identifying the user’s device and the potential issue, for example. Often, users are stumped when asked to provide this information, or struggle to find it.
A universal search function for everything in SCCM, however, would be a total game changer.
Putting device data from SCCM in front of support teams, like the computer name for instance, would save a huge amount of back and forth time-wasting, and give analysts more time to resolve a higher number of tickets.
With Callisto’s global search function, for example, it’s quick and easy for support staff to find a user name or a computer, or see where a user has been logged in, what applications they are using, and more.
2. “Turn it off and on again”
One of the most common scenarios perhaps — users complaining that a device is unstable. The reality? The user has perhaps simply skipped an update, the device needs the latest installations and a reboot.
But how can analysts get to the bottom of this scenario quickly? With Callisto, your helpdesk staff could have direct access to a live updates dashboard and detail of pending updates or restarts. This would allow them to see health, compliance and status at just one glance.
More importantly, when support staff get that all important call, they can quickly drill down to individual groups and devices to check if they have all the latest updates and eliminate that as the problem.
3. Remote control
Trying to get a user to explain what they are seeing on the screen or device can be… challenging. Not to mention time consuming (and sometimes frustrating) for support staff.
If only analysts could just log in to see what the end user is describing and seeing…
In Callisto, the device modal gathers together everything SCCM knows about the device and brings it to one view. If the technician wants to interact with the user, they can do so from here via the same tools SCCM admins use to wake up, restart, view or remote control the device, without needing the SCCM console installed.
So, these three remote tools can free up your analysts’ time and make the helpdesk a far more efficient machine. Just through using Callisto, you can vastly improve the experience for helpdesk staff and the end user support scenario.
Get a free Callisto trial and see if your helpdesk results and KPIs improve.