1. GroupLink’s everything HelpDesk Help Desk Best Practices and Trends Que Mangus Marketing Manager qmangus@grouplink.net Gus Hytonen Senior Account Manager ghytonen@grouplink.net

2. Agenda Welcome and Introductions Help Desk Best Practices Help Desk Trends everything HelpDesk Demonstration Q&A Prize Drawing © GroupLink Corporation 2012 1:00 – 1:05 1:05 – 1:15 1:15 – 1:25 1:25 – 1:40 1:40 – 1:45 1:45 – 1:50

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4. 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

5. 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

6. 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 - Email 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, email, asset tracker, etc) - Lower total overall cost - Reduce implementation and maintenance time and costs © GroupLink Corporation 2012

7. 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

8. Help Desk Trends Mobile access - Smartphone sales in the US went from 67 million is 2010 to 95 million in 2011 - 33.7 million US tablet users in 2011, will reach 89.5 million by 2014 - End users must have a mobile help desk portal for these devices © GroupLink Corporation 2012

10. 20102011201220132014 Tablet Users (in millions)13.033.754.875.689.5 % change -158.6%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%

11. 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

12. 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

13. Demonstration © GroupLink Corporation 2012

14. Q&A © GroupLink Corporation 2012

15. Giveaway © GroupLink Corporation 2012

16. Thank you! © GroupLink Corporation 2012