Managing desktop PCs that are imperative to business has its own set of challenges including data security, update & refresh cycles; maintenance & management of local packaged applications like productivity suites & browsers; power, heat & space consumption etc. Also, these desktops are continually modified by end users, impacting their compatibility & performance.
End user support can reduce the number of IT help desk support requests & reduce the duration of help desk calls to bring down costs, improve productivity & end user satisfaction levels.
Emerging trends have significantly impacted how end-users address their computing needs- virtualization, collaboration requirements & the explosion of mobile workers. IT support teams must also deal with the fact that end-users are most sophisticated, more demanding & are working hours far beyond the typical business day.