CUSTOMER STORY

An enterprise remote-support standard for in-house system maintenance

The help desk remotely checks user errors across various in-house work systems and affiliate environments. Simple inquiries are resolved instantly, while application defects or infrastructure issues are captured with screen, log, and reproduction data and passed to specialists—used as a standard support process.

ClientSamsung SDS

ProductANYSUPPORT · PC

Use TypeEnterprise·IT · Internal support

BACKGROUND

Background

UsersIn-house system usersService-desk agentsApplication operators

Challenge

With diverse user environments, it is hard to grasp causes from phone or documents alone.

Key Objective

Review the current screen and work context together to strengthen both problem-solving and operational control.

After

Standard support at large scale
Higher handoff quality to specialists
Keep consultation, action, and completion data as standard records for operational improvement

SCENARIO

Remote Scenario

In-house user

Log with the service desk

Inquiry no. · consent

Service-desk agent

Reproduce remotely

Session ID · agent

Service-desk agent

Diagnose user environment

Issue type · action log

Application operator

Fix now or hand off

Approval · handoff · change

Detailed Scenario

The help desk remotely checks user errors across various in-house work systems and affiliate environments. Simple inquiries are resolved instantly, while application defects or infrastructure issues are captured with screen, log, and reproduction data and passed to specialists—used as a standard support process. Review the current screen and work context together to strengthen both problem-solving and operational control.

OPERATION

Security Controls

Separate internal and customer tech-support orgs
Manage agent groups and permissions
Control file transfer and clipboard
Audit consultation and work logs

Operational Risks

Accessing without user approval
Agents viewing more screens than needed
No cause/knowledge accumulated after a quick fix

PERFORMANCE

Recommended KPIs

Average incident handling timeBaselines and targets to be set from real operational data

First-contact remote resolutionBaselines and targets to be set from real operational data

On-site-visit replacement rateBaselines and targets to be set from real operational data

User return-to-work timeBaselines and targets to be set from real operational data

Rollout Phases

1. Design

Define internal-support targets, consultation scope, connection paths, and agent groups.

2. Apply

Deploy ANYSUPPORT in the PC environment and validate operating scenarios with representative inquiry types.

3. Optimize

Analyze consultation data around average incident handling time and first-contact remote resolution, and expand standard playbooks.

An enterprise remote-support standard for in-house system maintenance

Background

Challenge

Key Objective

After

Remote Scenario

Log with the service desk

Reproduce remotely

Diagnose user environment

Fix now or hand off

Detailed Scenario

Security Controls

Security Controls

Operational Risks

Recommended KPIs

Rollout Phases

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