Home Applications Empowering Help Desk Professionals to Proactively Solve End User Problems

Empowering Help Desk Professionals to Proactively Solve End User Problems

Empowering Help Desk Professionals to Proactively Solve End User Problems

Help desk technicians form the front line of support in identifying, troubleshooting, and preventing end user performance issues (and costly downtime) for key applications and services. They need to quickly identify the scope of the issue and route the critical details required to fix the issue – fast. Goliath Technologies increases the troubleshooting and remediation abilities of help desk technicians by placing a vast array of tools at their fingertips. This support is available in three key areas:

  • Troubleshooting the specific root-cause of the issues impacting logon duration or session performance based on detailed metrics from both current and historical user sessions.
  • Identifying the scope of the issue: is a reported issue limited to a specific user, or a larger issue impacting multiple users, or even entire user groups or geographies?
  • Preventing calls before they happen by automatically testing system and application availability to identify and resolve issues before end users are impacted.

Once issues are identified, Goliath helps resolve issues quickly with advanced remediation capabilities that alert service professionals to errors and respond with automated ‘self-healing’ actions or identifies the specific root cause for faster repair. This results in reduced calls and support tickets, smoothly running systems, and happier users.

Read the entire article here, Empowering Help Desk Professionals to Proactively Solve End User Problems

Via the fine folks at Goliath Technologies.

Goliath Technologies Goliath Technologies is the only end to end monitoring, troubleshooting, and remediation solution for Citrix that is truly proactive. There isn’t another product that provides the deep metrics and analysis necessary for organizations to get ahead of issues in the three key areas that most often cause pain for end users: logon initiation, logon duration and session performance. Goliath’s one product combines the ability to simulate logons, drill down into the 33 stages of the logon process, isolate each of the HDX/ICA channels by user, and alert in real time if a performance threshold is breached. This, coupled with historical reports and trending analysis makes the product critical to an IT organization responsible for delivering a seamless end user experience.

Featured Resources:

Related Articles:


White Papers

    Application Lifecycle Management with Stratusphere UX – White Paper

    Enterprises today are faced with many challenges, and among those at the top of the list is the struggle surrounding the design, deployment, management and operations that support desktop applications. The demand for applications is increasing at an exponential rate, and organizations are being forced to consider platforms beyond physical, virtual and cloud-based environments. Users […]


      Download Commvault VM Backup and Recovery: end-to-end VM backup, recovery and cloud management

      Commvault’s ability to provide end-to-end VM backup, recovery and cloud management creates a significantly better way to build, protect and optimize VMs throughout their lifecycle. Our best-in-class software for VM backup, recovery and cloud management delivers a number of significant benefits, including: VM recovery with live recovery options; backup to and in the cloud; custom-fit […]

      On-Demand Webinars

        What’s Going on in EUC Printing – A Technical Deep Dive!

        The IGEL Community and ThinPrint invite you to watch the following technical deep dive webinar. The agenda is to technically bring you up to speed on what’s going on in the EUC Printing space today along with a deep dive into new methods, technologies, printing scenarios and a discussion on why printing still matters. You […]

        Latest Videos

          Views All IT News on DABCC.com
          Views All IT Videos on DABCC.com
          Win big $$, visit ITBaller.com for more info!

          Visit Our Sponsors