Reduce Help Desk Costs

In today’s corporate computing world, help desks are usually under staffed and over worked. Because of this, IT administrators are moving towards decentralizing the help desk to balance the work load. Below are a couple of scenarios on how to approach this:

====Self-Administered Users All email directories have the ability to store end user contact information. Much of this information is typically out-dated because it had not been updated since the employee’s first day on the job or the help desk is not properly staffed to handle such a task.

In most cases, the employee must fill out a form using pen and paper. That form must then be sent to an administrator to be keyed in. This process is prone to errors and delays. If the information is entered incorrectly, another form must be submitted and the whole process begins again.

Profiler can make this process more efficient by giving users the ability to update their own information using a web browser. Because Profiler can interface directly with the email directory using LDAP, the information is processed immediately. The end user can then maintain their own data as their contact information changes.

====Delegated Help Desk In a perfect world, a designated employee of a department can be given access to modify user information such as contact information, distribution list membership and password change requests.

This can be difficult at best to setup and maintain. The department administrator must be given system administration programs that require user training. In addition, these programs can only be run from the user’s workstation.

Profiler can make this scenario a reality by simplifying the administrative screens into an easy-to-use web interface. The department administrator is then free to use any computer available with a browser to perform administrative tasks.