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Joel
Bomgar
CEO & Founder
Bomgar Corporation
Joel Bomgar developed the company’s product, the Bomgar Box, as a way to remotely provide help desk and technical support to disparate users. Since its founding in 2003, Bomgar Corporation has maintained annual revenue growth of more than 150% for four consecutive years, signed more than 3,000 customers, and secured $12M in venture funding. While only 27, Bomgar has a decade of network engineering experience. Previously, he worked as a senior network engineer for Business Communications, Inc. (BCI) and honed his networking and computer skills spending seven years in the Mississippi Air National Guard. Bomgar has a bachelor’s degree in business administration at Belhaven College and holds over 16 network certifications.
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Session
Description:
Current thinking is often that the help desk can only handle small, repetitive tasks effectively, leaving more complex incident resolution to on-site field staff. In practice, however, this means that many highly skilled staff are unavailable for large stretches of time while they are working on-site. This increases the budget for incident resolution, requiring more personnel and a greater training load.
Where incident resolution takes place (whether on-site by field services or remotely by the help desk) has far-reaching impact on the customer’s experience with support and with the ability of the rep to work efficiently and effectively. On-site incident resolution can be slow and expensive, but making remote incident resolution effective requires a change in thinking first and a change in technology second.
The help desk should take a much larger role in incident resolution. Enabling more incidents (both simple and complex) to be resolved remotely allows the service organization to maximize availability of highly skilled IT staff and decrease cost to support. What this requires is to diversify how and where you deploy your personnel; newer or less experienced personnel as the help desk’s hands and feet to install hardware components and perform other physical tasks while you’re deploying your most skilled representatives on the front lines of the call center to resolve the incident as it comes in.
In order for this strategy to work and increase the help desk’s role in incident resolution, new technologies are required as well. These solutions enable the help desk to be even more effective remotely as field services are on-site.
4 key learning objectives:
- Understand the drivers behind today’s on-site support model
- Discover how moving incident resolution to remote support can impact customer experience and support costs.
- Learn how to make the case for the help desk’s increased role in incident resolution
- Understand the current solution landscape enabling remote incident resolution
2 specific action ideas:
- Change your company’s thinking about on-site vs. remote incident resolution
- Move incident resolution to remote to decrease costs and improve customer experience
Enabling more incidents (both simple and complex) to be resolved remotely by the help desk allows the service organization to maximize availability of highly skilled IT staff and decrease cost to support. This requires getting beyond the “tried and true” model of the help desk handling simple incidents and field services handling complex incidents. Convincing the organization of the cost and customer benefits of resolving incidents remotely requires a combination of cutting edge thinking about support and advanced use of the available technologies. This session helps you make the case for increasing the help desk’s role.
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