What is desktop support? Explore Enterprise-wide support within a Windows 10 environment in this video.
- [Instructor] We should first consider the principles of desktop support for Windows 10 enterprise environment. Desktop support is the provision of technical help to end users of computer software and hardware. We'll be focusing on Windows 10 client devices within an enterprise environment, which can be domain joined, cloud joined, or in a hybrid environment with both. An enterprise environment refers to support provided within a corporate organization where there are usually many users and many devices to support.
Providing help within an organization can be difficult. IT needs to offer technical help across a wide range of services to different types of end user from the business management down to the new employee on their first day. It's the role of the IT support help desk to keep the end users' PCs running and available during the working hours. Enterprise support solutions need to be robust, efficient, and scalable. The solution also needs to be available for multiple desktop support technicians to use at the same time.
This might mean the call management system is cloud based. Or that there is an automatic call handling and prioritizing system in place during peak usage. In large organizations this is often not possible for IT support technicians to travel between locations to help individual users. They could probably spend more time traveling than helping, especially if their business has international locations, and office home working options for their employees. In these scenarios, in person IT support becomes impractical, if not impossible.
I've seen in large centralized locations, such as a business headquarters building, that it can be common practice to see a dedicated area as an IT drop in center for employees to bring their mobile devices and issues to be resolved by IT support staff. The old way to remote troubleshoot was to use the phone and try to explain to the end user the steps needed to resolve their problem. However, this was not really successful, and often just frustrated the end user. The end user does not know what to do, and as the support technician cannot see the PC desktop, they really don't know what is happening.
The end user won't have the administrative privileges needed to make some of the changes to resolve the problems. Thankfully, they're have been so many advances in how to perform remote troubleshooting. And we should look at some of these now, and their benefits. So remote troubleshooting is often the best solution to provide practical, cost effective help to multiple end users in multiple remote locations. Let's look at some of the benefits of remote troubleshooting. With onsite in person support for end users being less achievable, let's consider the benefits of offering remote troubleshooting within an enterprise.
First, efficiency. We've already seen that your IT support team could spend more time helping, rather than traveling. They can also provide help quicker by simply establishing a remote connection solution, as opposed to traveling to the end user's location. Cost-effectiveness. As each support call will be quicker, then more people can be helped during the working day. And less time will be spent traveling to customers. The ability to multitask. Support technicians are often able to work on multiple tasks whilst being office based, such as providing replies to emails at the same time as helping others.
And if after hours support is needed, particularly those dealing with multiple time zones, this can be achieved by working flexibly. Such as working from home, but still remaining on call.
- Enterprise desktop support skills and traits
- Remote troubleshooting
- Troubleshooting hardware and device issues
- Using System Restore
- Securing user accounts
- Resolving networking issues
- Managing files and disks
- Troubleshooting sharing and file access issues
- Resolving app compatibility
- System resource issues: RAM, CPU, and more
- Essential Windows 10 maintenance
- Windows 10 startup issues