What do you need to keep your help desk remotely running?

Published April 10, 2020

With physical distancing mandates in place, a remote help desk can help businesses resolve issues without face-to-face intervention to help ensure business continuity.

Having a single omni-channel point of accountability for all IT service requirements will make service resolutions more efficient. These channels can include phone, email, chat, web, mobile app, messenger app or social media.



To keep your help desk running and resolve 75 percent of incidents remotely, you could action the following protocols:

  • Provide each help desk agent with a laptop and a mobile device or any kind of unified communications application software  
  • Make sure you have a VPN available for each agent to connect and access corporate applications
  • Have an update remote access application
  • Each agent should have an active user (to measure traceability and connection)
  • Have an updated disaster recovery plan

Help desk responsibilities today are growing to include knowledge management, quality assessment, service level management and client-server support across multiple countries and extended hours. And technologies such as IoT, machine learning, cognitive automation and big data can offer data insights to further improve your operations.


In a time of uncertainty, count on NCR

NCR is deeply committed to helping you navigate this uncertain and challenging time. Let us know how we can help you transform your operations to address the disruption caused by the COVID-19 pandemic and be sure to keep checking for updates, guidance and other helpful information.

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