Source: CIO Magazine On:
Employees today face more technical issues than ever while working from home. Beyond dealing with more frequent issues, remote workers are also suffering from increased ticket time. Seventy-five percent report waiting an hour or longer for resolution after calling the service desk, which eats into productivity, as well as an organization’s bottom line. The culprit: remote desktop.
Sixty-nine percent of service desks still use remote desktop, which by its very nature is highly disruptive, intrusive and inefficient. Not only is remote desktop unable to scale to fix multiple devices at the same time, it also fails to automate learnings because diagnostics and remediation occur manually.