GroupLink’s everything HelpDesk Help Desk Best Practices and Trends Que Mangus Marketing Manager Gus Hytonen Senior Account Manager

Agenda Welcome and Introductions Help Desk Best Practices Help Desk Trends everything HelpDesk Demonstration Q&A Prize Drawing © GroupLink Corporation :00 – 1:05 1:05 – 1:15 1:15 – 1:25 1:25 – 1:40 1:40 – 1:45 1:45 – 1:50

Connect with us! Like us on Facebook: Follow us on Google+ Follow us on Linked In Visit often and keep up to date with past and future events, webinars, giveaways and promotions! © GroupLink Corporation 2012

About us GroupLink Corporation – Based in Bountiful, Utah – Worldwide customer base – Worldwide partners (Novell Channel Partners) – Novell Silver Technology partner for over 12 years – Provides trusted Service Desk expertise, the integrated Service Desk, the implementation know-how, and the training services to help you land the accounts you are currently missing out on © GroupLink Corporation 2012

Help Desk Best Practices Single Point of contact - End users need to have one contact for their issues - Ensure users are kept up to date - Facilitate communication - Accomplished through auto-routing of tickets in everything HelpDesk Easy End User Experience - Provide end users an easy way to submit and see updates of ticket (end user portal) - Enable 24/7 access to the self-help knowledgebase - Give end users access to the help desk anytime, anywhere © GroupLink Corporation 2012

Help Desk Best Practices Web Based Solution - Access the help desk anytime, anywhere, with a web enabled device - 24/7 access Open the Lines of Communication - notification of ticket status updates - Access and create appointments on the end user calendar - Provide end users the ability to view updates via help desk portal Leverage your current infrastructure - Integrated help desk (database, directory, , asset tracker, etc) - Lower total overall cost - Reduce implementation and maintenance time and costs © GroupLink Corporation 2012

Help Desk Best Practices Track help desk incidents - Log all issues and resolutions - See trends in the help desk and technology - Any issue will have a ticket created Reporting - Report on status of issues Feedback Loop - Feedback from end users (notify user if feedback is not received) - Is issue resolved (then auto close) © GroupLink Corporation 2012

Help Desk Trends Mobile access - Smartphone sales in the US went from 67 million is 2010 to 95 million in million US tablet users in 2011, will reach 89.5 million by End users must have a mobile help desk portal for these devices © GroupLink Corporation 2012

Tablet Users (in millions) % change %62.8%37.9%18.3% % total population4.2%10.8%17.3%23.7%27.7% % of internet users5.8%14.5%22.9%30.9%35.6%

Help Desk Trends Workflow management - Reduce technician workload through automation - Automation of processes and tasks - Ticket templates and quick tickets Asset Management - Built-in Asset Tracker - Third party, integrated asset management (ZENworks, or other) - Tie assets to help desk tickets - Track and report on hard and soft assets © GroupLink Corporation 2012

Help Desk Trends Access Control List (ACL) - Single point of contact - Give different access to different levels of users, technicians, etc. - Ensure that the best person is working on the issue 24x7 Support - Users must have ability to access and submit tickets anytime, anywhere - Knowledgebase © GroupLink Corporation 2012

Demonstration © GroupLink Corporation 2012

Q&A © GroupLink Corporation 2012

Giveaway © GroupLink Corporation 2012

Thank you! © GroupLink Corporation 2012