When an IT support ticket is passed to the network engineering group, one of the first steps in the troubleshooting process is to verify whether it is the network that is causing the problem or not. Especially when it’s not obvious to the naked eye that it’s the network’s fault….
Most of medium to large companies have three levels of escalation of trouble tickets: Help Desk – The first level is generally handed by the help desk (or service desk) that receives and processes user reported outages via phone or other communication means. Before opening and escalating a ticket to…
The internal help desk of an enterprise is the end-user’s single point of contact for ticket submission and troubleshooting. Unsurprisingly, the help desk receives tickets that range across the board from keyboard and mouse issues to application and network problems. A company may have one, two, or more levels of…
Troubleshooting Remote Application Issues How many times are users aware of remote application issues before you are? How much time do you spend collecting information about the problem from the end users or your monitoring systems before you can pinpoint the root cause? The number of hardware and software components…