User-friendly support tool aims to reduce helpdesk calls

A new software tool aims to reduce the number of calls to the IT helpdesk from remote workers.

A new software tool aims to reduce the number of calls to the IT helpdesk from remote workers.

Remote Angel from NewNet Technologies is a Windows-based utility that acts as a first-line support tool for remote or home-based PC users. It sits on the user's PC or laptop, making itself aware of the PC's configuration and monitoring any ongoing changes that might affect the performance of the system.

So, for example, if a user experiences problems establishing or maintaining contact with the internet, Remote Angel identifies the problem and provides remedial advice to the user in simple English via a pop-up window.

At the same time, the software is gathering detailed information that might aid the helpdesk in the event of a more serious problem arising.

Steve Broadhead, director of independent network test lab Broadband-Testing, said, "The vast majority of support issues are simple to fix when the support is on-site with the user. The problems mount when that user is remote, such as in a branch office, with no technical support staff on hand."

Broadhead said Remote Angel's user-friendly support interface could reduce first-level support calls, and thereby costs, for an enterprise with a home workforce.

 

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