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Helpdesk – PC replacement routines

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Tags: Microsoft, Software, Windows

Being newly appointed administrative head of a PC support team I must firstly stress that I am out on a limb here, not being technical at all.

However I have noticed that my team (yes short on resources and we are hiring) spend a lot of time on PC installations and replacements, helping the users settling in on their new device.

All new PCs are preinstalled at our PC vendor and with the most common SW already in place. However it is not unusual for our supporters spending at least an hour helping the users with configuring mail etc..

My management finds it in order as they argue it saves time for the end users. I am just wondering/hoping there were a better/faster way to get the users settled in. Note that this is not related to data but all the local UI and application settings, shortcuts etc.

Again I apologize if this is not the right forum to ask. Any directions most appreciated.

Topic

Nice company.

In reply to Helpdesk – PC replacement routines

Good to see that the company wants the end users to be happy and maybe productive. I really don’t see a problem here.

As to mail, many change from an email app to web/cloud based. That could save you time.

Reply To: Helpdesk – PC replacement routines

In reply to Nice company.

I certainly do not intend to change the routine, reduce the level of service.

I just cannot help thinking there’s a way to, so to speak, lift of the users “identity”, settings, shortcuts etc., and move it over to the new PC.

To make sense it would of course have to be simple to do and reliable and if doable it would maintain (perhaps even improve?) the service level and reduce workload.

It sounds like

In reply to Reply To: Helpdesk – PC replacement routines

The company never invested in Windows Server where you have roaming profiles, etc.

As you are in such work I won’t explain why or how this works. It would make such changes easy.

[dcunnings]

Reply To: Helpdesk – PC replacement routines

In reply to Helpdesk – PC replacement routines

You need a user migration tool and I’d definitely go with EhlerTecs “User Profile Central” management console.

With it your supporters can simply pick up the users entire profile from their PC over LAN (Local Area Network) and place it on the users new PC, prior to the user picking it up.
– The time spent for the supporter is virtually just minutes.

And there will be very little to do when the user arrives to pick up their PC, as Desktop, background, Shortcuts, browser favorites etc. is already in place.

We used USMTGUI, a local migration tool also from Ehlertech, for years but now mainly use User Profile Central.

• This reply was modified 1 year, 7 months ago by dcunnings.
• This reply was modified 1 year, 7 months ago by dcunnings.
• This reply was modified 1 year, 7 months ago by dcunnings.

Reply To: Helpdesk – PC replacement routines

In reply to Helpdesk – PC replacement routines

Hi,

One approach to reducing the amount of time spent on PC installations and replacements is to create a standard set of configurations and settings that can be easily applied to new PCs. This can include things like mail configurations, application settings, and shortcuts. These can be preconfigured and then applied to new PCs as they are rolled out, which should significantly reduce the amount of time spent on setup and configuration.

Another approach is to use a software to automate the process of configuring new PCs. There are a number of tools available that can automate the process of configuring new PCs, such as scripting tools and software provisioning tools. These tools can be used to automate many of the tasks that are typically performed during the setup and configuration of new PCs, such as installing software, configuring settings, and creating shortcuts.

Additionally, creating a user guide for the end user may also help. This guide could include step-by-step instructions on how to set up and configure their new PC, as well as troubleshooting tips and contact information for the support team.

It’s also worth considering creating a checklist that the team can use to ensure that all the necessary steps are taken when setting up and configuring new PCs. This can help to ensure that nothing is missed and can be used as a reference to ensure that the process is being done consistently.

Finally, it could be worth to review the vendor’s installation process, if they have any improvements or new methods that could be used.

Please note that, in order to implement any of these solutions, you may need to have a certain level of technical knowledge or to work closely with technical team members.

Reply To: Helpdesk – PC replacement routines

In reply to Helpdesk – PC replacement routines

You can Develop a Standard Operating Procedure (SOP) – An SOP can help your team to define the steps required to complete the installations and replacements of PCs consistently. Having a documented process can also help to identify areas of inefficiencies and areas where improvements can be made.

[Author]

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