Group Links everything Help Desk Help Desk Best

Group. Link’s everything Help. Desk Help Desk Best Practices and Trends Gus Hytonen Que Mangus Senior Account Manager ghytonen@grouplink. net Marketing Manager qmangus@grouplink. net

Agenda 1: 00 – 1: 05 Welcome and Introductions 1: 05 – 1: 15 Help Desk Best Practices 1: 15 – 1: 25 Help Desk Trends 1: 25 – 1: 40 everything Help. Desk Demonstration 1: 40 – 1: 45 Q&A 1: 45 – 1: 50 Prize Drawing © Group. Link Corporation 2012

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About us Group. Link Corporation – Based in Bountiful, Utah – Worldwide customer base – Worldwide partners (Novell Channel Partners) – Novell Silver Technology partner for over 12 years – Provides trusted Service Desk expertise, the integrated Service Desk, the implementation know-how, and the training services to help you land the accounts you are currently missing out on © Group. Link Corporation 2012

Help Desk Best Practices • • Single Point of contact - End users need to have one contact for their issues - Ensure users are kept up to date - Facilitate communication - Accomplished through auto-routing of tickets in everything Help. Desk Easy End User Experience - Provide end users an easy way to submit and see updates of ticket (end user portal) - Enable 24/7 access to the self-help knowledgebase - Give end users access to the help desk anytime, anywhere © Group. Link Corporation 2012

Help Desk Best Practices • • • Web Based Solution - Access the help desk anytime, anywhere, with a web enabled device - 24/7 access Open the Lines of Communication - Email notification of ticket status updates - Access and create appointments on the end user calendar - Provide end users the ability to view updates via help desk portal Leverage your current infrastructure - Integrated help desk (database, directory, email, asset tracker, etc) - Lower total overall cost - Reduce implementation and maintenance time and costs © Group. Link Corporation 2012

Help Desk Best Practices • • Track help desk incidents - Log all issues and resolutions - See trends in the help desk and technology - Any issue will have a ticket created Reporting - • Report on status of issues Feedback Loop - Feedback from end users (notify user if feedback is not received) - Is issue resolved (then auto close) © Group. Link Corporation 2012

Help Desk Trends • Mobile access - Smartphone sales in the US went from 67 million is 2010 to 95 million in 2011 - 33. 7 million US tablet users in 2011, will reach 89. 5 million by 2014 - End users must have a mobile help desk portal for these devices © Group. Link Corporation 2012

2010 2011 2012 2013 2014 13. 0 33. 7 54. 8 75. 6 89. 5 - 158. 6% 62. 8% 37. 9% 18. 3% % total population 4. 2% 10. 8% 17. 3% 23. 7% 27. 7% % of internet users 5. 8% 14. 5% 22. 9% 30. 9% 35. 6% Tablet Users (in millions) % change

Help Desk Trends • • Workflow management - Reduce technician workload through automation - Automation of processes and tasks - Ticket templates and quick tickets Asset Management - Built-in Asset Tracker - Third party, integrated asset management (ZENworks, or other) - Tie assets to help desk tickets - Track and report on hard and soft assets © Group. Link Corporation 2012

Help Desk Trends • • Access Control List (ACL) - Single point of contact - Give different access to different levels of users, technicians, etc. - Ensure that the best person is working on the issue 24 x 7 Support - Users must have ability to access and submit tickets anytime, anywhere - Knowledgebase © Group. Link Corporation 2012