End-User Support: Empowering IT Professionals to Deliver Exceptional Service

1. Are you tired of being the unfriendly unhelpful IT support technician that everyone hates?

2. Everybody Hates You!

3. Seen as “The Preventer”

4. Weirdest Help Desk Questions • "How do I remove a sesame seed from the keyboard?" • "I need help drilling holes in the wall." • "I need you to install a video monitoring system." • "Can I turn on the coffee pot with my computer?" • "I dropped my phone in the toilet. What should I do?" • "I want to download software to change an audio file to video." • "How do I pirate software?" • "We need you to fix the microwave in the lunchroom." • "Can you recommend a good dry cleaner?" • "Can you help us get money out of the vending machine?" • "My car's cup holder is broken. Can you fix it?" • "Can you help me repair a washing machine?" • "Where can I find a video of Elvis Presley online?" • "Can you help me fix my toilet?“ • "How do I clean cat hair out of my computer fan?" http://www.businessnewsdaily.com/2341-funniest-desk-questions.html

5. Key Message 1: It is All About the End-User The user is NEVER wrong! But she is not always right!

6. Service Desk is the Face of IT In a recent survey of IT professionals conducted by Dimensional Research, 71% said that the reputation of corporate IT is significantly impacted by service desk interactions

7. Incident Resolution Process Frustrations Organizations with multiple non-integrated solutions suffer inefficiencies that drag out the resolution process End-User Support Organization Report issue Diagnosis via phone/chat Re-assign to another support professional Diagnosis via phone/chat Multiple iterations Desk visit OR Ship system in

8. Key Message 2: User Experience is King User Experience More Important than Resolution Rates! Solving People’s Problems vs Fixing Machines

9. Best Practices: Remote Collaboration Initiate support session from ticket email confirmation End-User Support Organization Initiate support session from within ticket All session transcripts saved within ticket Remediate with a few clicks from management console Survey to measure and track customer satisfaction

10. Best Practices: vPro Support Support for vProallows IT admins to take control of crashed systems by establishing a hardware channel of communication Support Organization End-User Software Management Channel Agent OS Hardware Hardware Management Channel

11. Best Practices: Proactive Monitoring Proactively monitoring IT assets and alerting users before critical events occur can help organizations save money by avoiding attacks and shutdowns Support Organization End-User Alert before incident occurs Monitor IT Systems

12. Resources • Test-drive a KACE appliance by downloading a free trial http://www.kace.com/trial • Download the “Using Bomgar with the Dell KACE K1000 Management Appliance” technical white paper at: https://www.kace.com/resources/Using-Bomgar-with-the-Dell-KACE-K1000-Management-Appliance • Download the “Dell KACE Remote Management with Intel vPro Technology” technical white paper at: https://www.kace.com/resources/Dell-KACE-Remote-Management-with-Intel-vPro-Technology • Download technical white paper on linking the Dell KACE K1000 Appliance with Dell OpenManage Essentials: • https://www.kace.com/resources/Managing-Servers-with-Dell-KACE-and-Dell-OpenManage-Essentials • Attend a live demonstration of KACE Appliances http://www.kace.com/livedemo/ • View a screenshot tour of KACE Systems Management and Systems Deployment Appliances http://www.kace.com/products/systems-management-appliance/screenshots/

13. Thank You Contact KACE1-877-MGMT-DONEwww.kace.com sales@kace.com #DellKACE facebook.com/KBOXbyKACE .com/kboxbykace KACE Systems Management Kommunity