Three Reasons The Help Desk Can Go Virtual

Before the age of computer-populated offices, help desk usually referred to an administrative assistant who could direct visitors to the proper floors. As computers and related equipment became more prevalent in an office setting, the help desk went technical. Staffed by IT experts and equipment technicians, the help desk could be called upon to fix printers, install new software, help set the new employee up with a log in and even load toner in the copy machine. Data security, network management and information systems have all changed the way help desks run. Today, many companies are moving to virtual help desks with the help of things like remote access and console server technology.

One of the main reasons help desks are able to move to a virtual presence is that users are becoming more technically capable. Although most IT staffers will never admit it, there are people in each organization who can perform basic to intermediate computer fixes. These are the folks in each department that get the call before the help desk does. In the current economy, IT departments are rarely staffed with enough techs to go around. When someone shows ability with a computer, he or she quickly becomes a target for questions from coworkers. With this onsite ability, it is much easier for help desk technicians to walk employees through basic fixes over the phone.



Remote access capabilities have also led to the ability to outsource or consolidate corporate help desk staff. When a computer problem is too complicated to correct over the phone, a technician can dial right into the user's computer from anywhere in the world. Increased data security and networking options make it possible to allow this level of communication between machines without sacrificing security. The tech can install programs, access admin accounts and make changes to the computer without setting foot in the office.

A properly installed console server makes it possible for virtual help desks to perform duties that used to be relegated to a night team of computer technicians. Software rollouts, updates and repairs can be completed even when users are not on-site to ensure operating systems are running or remote access login to each machine is allowed. Unlike simple remote access, these servers make it possible for off-site staff or consultants to work on a variety of computer related equipment.

The move to virtual or outsourced help desks may aggravate some employees who are used to instant access to technical help. As technologies like the console server are continually developed, staff may find that a virtual help desk is faster and more reliable than the understaffed onsite option. Management certainly sees the benefits of cost-savings and efficiencies today, and more companies are moving to off-site technical help.