Evaluating, Understanding and Underscoring the Help Desk’s Intrinsic Value to Your Company
by Citrix Online

You may not realize it, but your help desk is a veritable goldmine when it comes to untapped revenue streams and ways of cutting overall organizational costs. Are you actively and reliably capturing support metrics? Are you collecting the right data to give you the insight you need to effectively determine your team’s strengths or areas that need improvement? What’s more, are you gathering the data that others within your organization – namely decision makers – will find relevant and helpful in understanding and appreciating the help desk’s contributions to the company’s bottom line?

If you answered “no” to any of these questions, you are not alone. To evaluate and capitalize on your help desk’s value to your company, here’s where you can start:

• First, sit down and analyze the most important metrics for your help desk. What are the things that are most critical to your help desk’s success? What is deemed most valuable in your unique environment? What is it that management expects from your help desk? It might help to start a dialogue with management to make sure everyone is clear on expectations and goals.
  
  
• Next, implement a system that can accurately, reliably and efficiently measure these goals. The Citrix® GoToAssist™ Management Center enables you, management and your entire help desk team to view feedback, helping to improve performance and read firsthand about successful customer interactions. What’s more, the GoToAssist Management Center also provides advanced administrative, management and monitoring tools, including real-time metrics, session logs and session recording.
  
  
• Finally, share your findings with your colleagues, your help desk team and, of course, management. You’ve gone to all the trouble of capturing valuable data – be sure to share what you’ve discovered. And don’t be surprised if you find areas that need improvement. Tweaking help desk processes and modifying goals also contribute to the company’s bottom line and overall success.

Interested in learning more about the GoToAssist Management Center? Click here for a live demo.

About Citrix Online
Citrix Online, a division of Citrix Systems, Inc. (Nasdaq: CTXS), offers the leading Web-based access, support and collaboration software and services. The division offers Citrix GoToMyPC®, the easiest-to-use solution for remote, secure and managed desktop PC access over the Web; and Citrix GoToAssist™, the most secure, reliable and powerful solution for Web-based technical support and customer collaboration. Citrix Online products are used by more than 4,000 companies worldwide, including Cisco Systems, Siemens, Intuit, Cablevision and Microsoft Business Solutions. The division is based in Santa Barbara, California, and is on the Web at www.gotomypc.com, www.gotoassist.com and www.citrix.com.