<s>
A	O
virtual	B-General_Concept
help	I-General_Concept
desk	I-General_Concept
allows	O
IT	B-General_Concept
support	I-General_Concept
organizations	O
to	O
virtually	O
deploy	O
IT	O
technicians	O
on	O
demand	O
to	O
support	O
a	O
computer	O
user	O
experiencing	O
technical	O
issues	O
.	O
</s>
<s>
Virtual	B-General_Concept
help	I-General_Concept
desks	I-General_Concept
allow	O
IT	O
reps	O
to	O
virtually	O
access	O
end	O
systems	O
through	O
support	O
sessions	O
where	O
they	O
can	O
diagnose	O
and	O
fix	O
computer	O
issues	O
quickly	O
.	O
</s>
<s>
This	O
eliminates	O
in-person	O
customer	O
service	O
calls	O
and/or	O
ineffective	O
phone-only	O
tech	B-General_Concept
support	I-General_Concept
sessions	O
,	O
making	O
the	O
help	O
desk	O
more	O
efficient	O
.	O
</s>
<s>
Another	O
objective	O
of	O
the	O
virtual	B-General_Concept
help	I-General_Concept
desk	I-General_Concept
is	O
to	O
improve	O
IT	O
resource	O
management	O
and	O
save	O
organization	O
's	O
money	O
by	O
increasing	O
IT	B-General_Concept
support	I-General_Concept
efficiencies	O
.	O
</s>
<s>
Through	O
an	O
enhanced	O
ability	O
to	O
allocate	O
resources	O
,	O
IT	O
organizations	O
have	O
the	O
flexibility	O
to	O
create	O
new	O
ways	O
of	O
using	O
its	O
technical	B-General_Concept
support	I-General_Concept
knowledgebase	O
.	O
</s>
<s>
Organizations	O
can	O
gain	O
considerable	O
infrastructure	O
and	O
cost	O
savings	O
by	O
deploying	O
virtualization	B-General_Concept
technologies	I-General_Concept
in	O
hardware	B-Architecture
environments	O
,	O
such	O
as	O
data	B-Operating_System
centers	I-Operating_System
.	O
</s>
<s>
However	O
,	O
the	O
concept	O
of	O
virtualization	B-General_Concept
can	O
also	O
be	O
applied	O
to	O
the	O
way	O
people	O
work	O
.	O
</s>
<s>
As	O
tech	B-General_Concept
support	I-General_Concept
problems	O
are	O
typically	O
handled	O
by	O
the	O
call	O
center	O
,	O
contact	O
center	O
,	O
or	O
a	O
help	O
desk	O
,	O
either	O
by	O
telephone	O
or	O
remote	B-Protocol
desktop	I-Protocol
software	I-Protocol
,	O
it	O
’s	O
important	O
that	O
technicians	O
be	O
able	O
to	O
work	O
independently	O
(	O
or	O
virtually	O
)	O
to	O
quickly	O
troubleshoot	O
computer	O
issues	O
.	O
</s>
<s>
Efficient	O
routing	B-Protocol
:	O
As	O
technology	O
becomes	O
more	O
complex	O
,	O
a	O
virtualized	O
help	O
desk	O
provides	O
the	O
infrastructure	O
to	O
better	O
manage	O
decentralized	O
IT	O
operations	O
and	O
assign	O
expert	O
technicians	O
across	O
the	O
queue	O
to	O
handle	O
a	O
particular	O
tech	B-General_Concept
support	I-General_Concept
issue	O
.	O
</s>
<s>
Improved	O
control	O
:	O
Putting	O
a	O
help	O
desk	O
rep	O
in	O
the	O
driver	O
's	O
seat	O
to	O
troubleshoot	O
computer	O
issues	O
not	O
only	O
enhances	O
the	O
customer	O
experience	O
by	O
lessening	O
frustration	O
,	O
but	O
also	O
reduces	O
the	O
stress	O
and	O
aggravation	O
IT	O
staff	O
often	O
face	O
when	O
walking	O
non-tech	O
savvy	O
users	O
through	O
a	O
tech	B-General_Concept
support	I-General_Concept
session	O
.	O
</s>
<s>
The	O
virtual	B-General_Concept
help	I-General_Concept
desk	I-General_Concept
resides	O
between	O
the	O
systems	B-Application
management	I-Application
and	O
service	O
desk	O
platforms	O
to	O
work	O
with	O
the	O
systems	O
that	O
track	O
when	O
trouble	O
tickets	O
open	O
and	O
close	O
,	O
to	O
provide	O
an	O
account	O
of	O
what	O
happens	O
during	O
the	O
support	O
process	O
.	O
</s>
<s>
Using	O
a	O
centralized	O
,	O
virtual	B-General_Concept
help	I-General_Concept
desk	I-General_Concept
solution	O
to	O
capture	O
important	O
support	O
details	O
(	O
e.g.	O
</s>
<s>
This	O
increased	O
level	O
of	O
understanding	O
can	O
be	O
used	O
in	O
root	O
cause	O
analysis	O
to	O
minimize	O
recurring	O
help	O
desk	O
issues	O
and	O
begin	O
to	O
address	O
the	O
tech	B-General_Concept
support	I-General_Concept
issues	O
that	O
result	O
in	O
desktop	O
incident	O
resolution	O
gap	O
.	O
</s>
<s>
This	O
increased	O
demand	O
requires	O
IT	B-General_Concept
support	I-General_Concept
organizations	O
to	O
be	O
more	O
agile	O
in	O
diagnosing	O
and	O
resolving	O
desktop	O
issues	O
,	O
which	O
correlates	O
with	O
how	O
the	O
overall	O
service	O
support	O
processes	O
are	O
run	O
.	O
</s>
<s>
Organizations	O
that	O
are	O
integrating	O
virtual	B-General_Concept
help	I-General_Concept
desk	I-General_Concept
technology	O
to	O
optimize	O
the	O
overall	O
IT	B-General_Concept
support	I-General_Concept
process	O
are	O
gaining	O
significant	O
benefits	O
.	O
</s>
<s>
This	O
concern	O
is	O
amplified	O
when	O
talking	O
about	O
external	O
support	O
as	O
the	O
stakes	O
are	O
higher	O
for	O
companies	O
to	O
deliver	O
swift	O
,	O
effective	O
,	O
and	O
reliable	O
IT	B-General_Concept
support	I-General_Concept
to	O
its	O
customers	O
.	O
</s>
