David, In our service desk area, I can say that we provide remote support at about 95%. There are some small offices within USGS who still rely on walk-around types of support, but with the advent of better remote tools, almost everything can and is done remotely. Also, in spite of self-service SRM, our user community still puts calls in directly to service desk at about 80% to 90% of the time.
Hope this helps! Candace On Mon, Sep 8, 2014 at 12:07 PM, David Charters < [email protected]> wrote: > ** > > I was wondering if any of you can give me an idea of what percentage of > help desk work is still performed at the user location and what percentage > is done through remote desktop or via the phone? > > > > Thank You, > > > > David Charters > > ChartersTek > > 317-331-8985 > > > > “Out of the ashes the Phoenix rises, transformed and renewed” > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
