IT support staff vote to cut out the legwork

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The average IT support professional walks three miles each day – the equivalent of two marathons each month. Up to 20% of his or her time is spent going to and from users’ desks.

Help desk software vendor, royalblue technologies, discovered this when it asked 100 IT support professionals to list the best and worst aspects of their jobs – and the technologies they felt would improve their day-to-day work.

“Helping and training users at their desktops is a major part of the IT support person’s role. However, cutting out some of the legwork would certainly make the IT department more productive,” said Bob Cochrane, help desk manager at Manchester City Council.

“Remote access allows users to benefit from the same level of support expertise while offering considerable time savings for the consultant. Having said that, I’m running the marathon this year, so being on my feet has been a benefit,” he added.

Top of the wish list came remote access software and self-support technology. The use of remote support has increased by 26% over the last two years, and could save businesses around 275 hours each year. Knowledge management also featured highly on most lists.

“One user support incident can have a domino effect on other departments in a company. Better knowledge management and remote support will improve the efficiency of the help desk, quite plainly and simply,” said Lee Chadwick, sales and marketing director at royalblue. “If you can encourage users to help themselves and improve their own levels of IT literacy, you’re contributing enormously to the overall efficiency of the business.”

Royalblue technologies plc, founded in 1981, is a highly successful public company quoted on the London Stock Exchange. royalblue group plc has consistently increased its turnover year on year, and now employs 600 people worldwide, supported by a network of resellers and partners.

Its flagship product royalblue HelpDesk remains one of the world’s leading IT support solutions and the best-selling product of its kind in the UK. The addition of royalblue SupportCenter and ChangeManager have completed the support management software suite.

In addition to in-house developed software, royalblue can deliver total network management solutions using third party software, including the Intel LANDesk Management Suite. The company also offers associated services including consultancy and training, and support using royalblue SupportCenter. Customers include BT, Going Places, Manchester City Council, Sabre and St Thomas’ Hospital.

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