Supporting End Users
October 1, 2013
The staff at Long View who support our End Users never cease to amaze. In the nearly 8 years that I have been a part of this team, we have seen substantial growth in our End User Computing offerings – service desk, desk side support, ITIL, ITSM Assessments – just to name a few. A true ground up approach of building a service desk grew out of our Managed Services NOC (Network Operations Centre) and today 250 staff support over 50 service desk clients.
When you embark on such a journey you can see the footprints of those that have worked so hard. From the team that selected our tool to support our clients, to our staff that daily stand as the first point of contact for users, to the clients’ IT departments that we represent. These dedicated professionals are the reason our service desk customers regularly provide Long View with recognition for going above and beyond just average service. Words like “exceptional”, “approachable”, “service-minded” have been used by our customers when commenting on the service these teams provide. It’s a privilege to be able to represent our customers to their customers by becoming the first face of IT they often see.
This year we embark on yet another journey by creating a new service access channel. We are calling this “Self –Selection”. The user can now choose which service desk agent they would like to talk to through the use of interfaces such as Microsoft Lync and Cisco Jabber – launching video, desktop remote support has just gone to the next level. We will also be creating a first line social networking ability that will allow staff and clients to reach out directly to each other first, if they so choose. True Level 0 support, utilizing the many social medial tools available today. This will meet the needs of the engaging digital players who are now entering our workforce at a steady rate.
Watch us grow at Long View and the End User Computing team, and keep up with the latest news by following us on Twitter @LongViewSystems.