Skilled IT leaders understand that consistent and sustainable growth comes with a number of significant challenges.

Developing IT growth requires a cohesive strategy that aligns perfectly with the engine of that operation:

And that is Service Desk, the undisputed main character of this journey.

Does the support strategy set the foundation of business growth?

A solid support strategy not only guarantees the success of the company, but becomes an essential piece for its survival in a competitive environment.

Technological evolution has given a new dimension to the meaning of growth in the IT field.

In the constant search for innovative strategies to drive their development, IT leaders recognize the indisputable importance of technology in the evolution of a company.

Within this context, support and customer service present themselves as crucial elements to enable a company to:

  1. Keep the continuity of its operations.
  2. Optimize the productivity of their user and customer base.
  3. Fulfill their commitments.
  4. Encourage customer loyalty.

Business optimization through remote support: Savings and efficiency

Time, a sometimes priceless resource, reaffirms its position as the most valuable asset in business management.

In the art of managing time efficiently, lies the potential of saving considerable sums of money, since processes are streamlined and executed in fewer hours.

In this context, the use of remote support tools makes a tangible difference.

If we compare Traditional Support and Remote Support, we will soon reveal the impact of our choice in terms of costs.

Based on an analysis conducted by the Help Desk Institute, the financial disparity between solving an incident at the physical site and addressing it remotely is evident.

Although these data come from the United States, their usefulness as a reference for savings estimates around the globe is unquestionable:

Deploying remote support can reduce costs per ticket by a staggering 69%!

Damn wise Yankees!

Optimize your Service Desk: Cost reduction through Mean Operating Time (MOT)

Your Information Technology (IT) Department usually houses a series of indicators that trace the pulse of the support strategy implemented.

Among these indicators, the Average Handle Time (AHT) stands out.

This metric reveals the average length of time a support analyst works on a Service Desk ticket.

There is a correlation between the cost per ticket and the associated management time.

The speed in solving a ticket translates into a decrease in the related cost.

Every minute spent by an agent has an economic value, so solving it in 20 minutes is different from solving it in 40 minutes.

Likewise, the difference between a problem being solved at the first level or needing to be escalated to a higher level specialist has an impact on expenses, given that salaries vary markedly.

Thus, the First Call Resolution and First Level Resolution metrics determine the duration of ticket management and, consequently, the associated costs.

The approach of solving more tickets at the first contact with the customer, and addressing incidents from the initial support levels, entails unavoidably a reduction in the cost per ticket, a strategy that leads to considerable savings.

Remote support tools: The catalyst for efficiency and savings

The Corporate Remote Support capability is an essential tool for support departments, enabling them to securely and remotely connect to customer devices and equipment.

The premise is clear.

Take note:

Streamline incident management and safeguard the continuity of IT services and business operations

Within this context, one of the most valuable levers offered by a corporate remote support tool lies in its ability to reduce support costs, improving the Average Operating Time per ticket metric.

Are you looking to enhance efficiency in customer service?
Here comes the art of solving in the First Contact

Well, the time has come to focus on the First Call Resolution metric.

This indicator reflects the percentage of cases that are solved on the first contact between the customer and the Service Desk.

You need an accurate and structured solution with which you may quickly diagnose the incident, discarding of course outdated methods and taking an approach to accelerate support in a practical and efficient way.

If it is necessary to escalate the case to an advanced level technician, you must have a function that ensures that the solving process continues in the first interaction with the customer.

This approach avoids interruptions in the call or chat with the customer, as well as pausing the ticket and registering all the notes of the first contact, among other cumbersome tasks.

With this solution, the process is sped up by inviting the relevant technician, allowing the problem to be addressed immediately.

Imagine the significant time saved by smoothly inviting the right technician, resulting in successful resolution in the first interaction.

Shift-Left strategy: Key to reducing costs and freeing up resources in IT

One of the most notable trends in the Service Desk domain is the ongoing implementation of a “shift-left” strategy.

In the current era, the generation and maintenance of a competitive advantage is inseparable from this continuous improvement.

Let’s go back a second to the previous point and get deductive:

The hourly cost of specialist technicians far exceeds that of tier 1 analysts.

If we look at the average cost of solving tickets according to the support level in America, the disparity between the resolution at the first level (22 USD) and at the third level (104 USD) is evident.

This difference becomes almost five times higher.

Therefore, by focusing on strengthening the shift-left strategy and seeking to solve a higher number of tickets from the initial support levels, we will achieve two vital goals:

  1. Reducing costs per ticket: This action directly contributes to optimizing operating expenses.
  2. Freeing up high-value resources: By decreasing the burden on advanced technicians, they are given more time to engage in high-impact activities within the IT department.

So the remote support tool emerges from the waters as an invaluable ally to take the shift-left strategy to new heights.


In the technological maelstrom in which we live, great IT leaders have discovered that constant growth demands facing formidable challenges.

That’s when the Service Desk shines as an essential pivot.

We explored how support strategies shape the corporate expansion landscape and how remote assistance becomes an effective pillar for the evolution of the Service Desk.

Savings and efficiency rooted in these practices are not just goals, but tangible realities.

What’s the moral of the story?

Of course, this is a great article:

In cosmic ballet, time is the undisputed protagonist.

Smart investment in remote support tools not only cuts expenses, but adds seconds to the dance, unlocking untapped potential.

Thus, the road to optimization is paved with savings and smiles.

The clock is ticking, and we, with ingenuity, are speeding towards tomorrow!


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