Helpdesks without Boundaries: How Today's IT Teams Support Worldwide Users

Overview:

Since the Internet opened up the IT world, there's been an exponential increase in the types of users that internal IT needs to support. Yesterday's well-defined, everyone-behind-the-firewall organization has given way to organizations that know no boundaries, and include employees, virtual employees, contractors, customers, partners, vendors, and regulators.

For today's helpdesk, this means that the users they must support are often thousands of miles away, on a variety of devices including PCs, Macs, and smartphones, and well beyond the reach of their internal networks.

How do IT teams at leading companies respond quickly and meet the needs of all their employees and stakeholders?

View this TechRepublic Webcast, featuring Jason Rogers, Senior PC Support Technician of Penske to hear him share how his IT team uses remote support technology to help keep Penske's agents up and running, and those big yellow trucks rolling.

Through its use of non-employee agents to rent their big yellow trucks in areas that aren't large enough for a full Penske facility, Penske is a long-standing participant in the extended IT ecosystem. Although they have nearly 19,000 employees, they also work with a network of 1,600 external agents. These agents account for 10% of the 10,000-11,000 internal helpdesk calls that Penske receives each month - and Penske uses LogMeIn Rescue to help resolve almost all of these calls.

View It Today!

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