Virtualizing a help desk's support staff increases the number of incidents a support representative can resolve "virtually" in lower tiers vs. physically on-site. This enables help desks to respond faster, distribute IT specialists more evenly, increase staff productivity, and resolve incidents more cost-effectively.

1. Standardize the Support Environment: Support staff can touch every end-user and system, regardless of operating system or geographic location.
2. Centralize Support Administration: Administrators can group reps according to area of expertise or other criteria, making sure clients get the right person for their issue.

Bomgar works transparently through firewalls, enabling support reps to initiate a remote desktop control session with any computer anywhere in the world, inside or outside of the rep’s network. Using Bomgar, a virtual support rep can control the mouse and keyboard of remote computers. This enables support staff to take virtual trips to client sites and work as if physically present.