0© 2017, LogMeIn, Inc.

1© 2017, LogMeIn, Inc.

Is your company moving in the

right direction?

2© 2017, LogMeIn, Inc.

The State of Help Desk Support

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Help Desk’s Primary Goals

Keep employees working

Keep technology up-to-date

Keep the infrastructure secure

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Help Desk: A Day in the Life

60%Repetitive tasks

15%Putting out fires

20%Keeping the lights on

5%Executive request

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Breakout of Technician ActivitiesTime spent on tickets and other activities:

10% Problem management

51%Ticket resolution

9%Projects

7%Knowledge management

5% Training end users

5% Meetings

5% Asset management

5% Other

4% Development 3%

Information security

Source:HDI2016 TECHNICAL SUPPORT PRACTICES & SALARY REPORT

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• Users want to solve problems on their own.

• Users expect quick responses and resolutions.

• Help Desks are pressured to decrease costs while improving performance.

Trends DrivingShift Left

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• Decrease costs.

• Decrease ticket resolution time.

• Free up time technicians to spend on more complex tasks and strategic projects.

Key Benefits of Shift Left

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1. Identify tasks that are ideal self-service or can deployed automatically.

2. Provide documentation to transition work left to Level 1.

3. Arm your team with the right remote support tools.

How To Implement Shift Left

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Leverage Your Intranet

Make it easy for employees to submit support tickets so that requests can quickly be routed to the right agents

Online support resources can also be utilized to empower employees to solve problems on their own

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How Remote Support Tools Help You Shift Left

Roles & Permissions to Optimize Time

Unattended Access

Integrations to Connect Systems

& Data

Provide Seamless Support Across Devices & OS

Thank you

Thank you.