New research shows that UK support staff spend valuable time making site visits to remote locations
Tamworth, Staffs. – Friday, 29th June 2001 - A recent survey indicates that a high proportion of IT staff are having to deal with many end user support issues by physically visiting problem PCs at off site locations. The survey, commissioned by PC management specialists Vector Networks, shows that supporting remote sites and remote workers continues to waste support staff time and negatively impact the ROI of the desktop environment.
The research surveyed 250 IT managers whose responsibilities range from managing a minimun of 100 PCs up to more than 10,000 PCs. The survey reveals that IS departments continue to be faced with supporting PCs that are difficult to get to e.g. remote sites and increasing numbers of remote workers.
Typically, support calls are resolved in one of three ways; over the telephone, during a scheduled visit or by sending a technician to deal with the problem specifically.
Although resolving a problem over the telephone is preferable to having to visit the remote location, of those questioned, 21% said that telephone support only resolved up to 20% of problems while only 3% claimed that up to 100% of problems were resolved.
Of those questioned, up to 49% estimated that they would save between 5-15 hours per week if unscheduled visits could be reduced by 50%. This equates to a substantial average yearly saving of 75 working days. IT managers want to take advantage of these savings by investing in the tools to support remote sites and users more efficiently, with 38% of those looking to invest in remote support tools wishing to do so within the next 3 months.
Colin Bartram, Product Marketing Director at Vector Networks explains: “Remote support continues to be a big issue for many organisations. Remote control products such as NetSupport PC-Duo allow support staff to “look over the shoulder” of an end user experiencing a new challenge or a difficulty - and that capability undoubtedly offers companies big cost savings. They can then deploy valuable resources more effectively in the proactive support of both end user desktops and other mission critical machines such as servers.”
Bartram expands: “One of the biggest remaining problems for IT managers is how to provide the increasing number of remote workers with the same high quality of support that office-based users have come to expect. This is where remote control support tools particularly come into their own, providing support staff with the ability to take control of a remote users PC or server as if it was in the next room."
** COLOUR GRAPHICS OF RESEARCH RESULTS AND PHOTOGRAPHY **
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ABOUT THE RESEARCH: “PC MANAGEMENT – 2001 AND BEYOND”
The research survey was conducted in April 2001. 250 IT managers across industry sectors that utilise Windows NT were surveyed.
An Executive Summary of the full research results will available soon. Please contact Rose Ross at Omarketing on firstname.lastname@example.org for further details.
ABOUT NETSUPPORT PC-DUO
NetSupport PC-Duo is a corporate PC remote control product providing dramatic savings in the Cost of PC Ownership. It provides quick, reliable and secure access to NT servers and PCs running all flavours of Windows across LANs, WANs and VPNs as well as dial-up connections.
PC-Duo is also available bundled with Vector's PC audit and software distribution product LANutil Suite under the LANutil Elite brand name. This combination provides help desk, system administration and support staff with a shared easy-to-use relational database with highly detailed information on desktop hardware and software configurations, and the capability to roll out regular updates to desktop applications. One-click provides access to PC-Duo’s remote control capabilities. The products are available for download from the Vector Networks’ web site at http://www.vector-networks.com or by calling Vector on +44 (0)1827 67333.
ABOUT VECTOR NETWORKS
UK based Vector Networks specializes in developing Windows NT / 2000 based products for desktop management. They service approximately 5000 customers in over 20 countries with software installed in nearly 2 million PCs.
Further information on Vector Networks is available on the Vector Networks web site at www.vector-networks.com.
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For more information, please contact:
Tel: +44(0)20 8255 5225
Tel: +44(0)1827 67333
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