Lets IT admins provide better assistance using voice and video chat options, remote registry access

ManageEngine, the real-time IT management company, announced the addition of enhanced tools to its endpoint management solution, Desktop Central.

Available immediately, these new tools allow IT admins to troubleshoot remote computers using voice and video chat, control multiple monitors while troubleshooting, and manage computers’ registry keys remotely. Desktop Central has expanded the scope of desktop management with support for Linux software deployment as well.

Based on analysis by Jeff Rumburg, co-founder and managing partner at MetricNet, enterprises in North America spend on average $118 per service request ticket, taking one and a half to two hours to resolve each ticket. With enhanced tools like voice and video calls and multi-monitor troubleshooting options, enterprises can drastically reduce the cost per ticket and average resolution time. Spending less time on each ticket, IT admins can improve their productivity in the long run.

“Enhanced SLA resolution time combined with a lower cost per ticket can dramatically increase a business’s profit and productivity,” said Mathivanan Venkatachalam, director of Product Management for Desktop Central.

“The new tools in Desktop Central have saved me countless hours and days of remote troubleshooting, allowing me to help people even faster because of the remote access capabilities,” said Luke Schaedle, director of Information technology at Good Will-Hinckley, a ManageEngine customer since 2013.