Hiperstation for Help Desk Problem Recreation

Organizations rely on a variety of tools and procedures to assist with the identification and resolution of production problems. Being able to quickly identify and resolve problems that could potentially impact a large number of people is of interest to everyone. Currently, most organizations rely heavily on the help desk staff that has business experience as well as overall organizational knowledge making their position challenging in this dynamic environment that frequently introduces change. Oftentimes the users are not aware when application changes are being implemented. All they know is that the application failed when it worked without any problems before. This makes it challenging for help desk analysts that need to quickly identify, analyze and possibly fix the problem before it becomes a major issue.

QAHiperstation can provide an in-depth screen-by-screen view of the details on each screen that the user saw prior to the problem. QAHiperstation’s Global Record function allows the screens for all production users to be recorded. The concept is similar to placing a video camera directly behind each user. The user is not aware that the recording is taking place unless the organization’s security team chooses to disclose this information. The Help Desk analyst can then rewind and review the screens as well as user’s input that lead to the production problem.

QAHiperstation can provide an organization with the most comprehensive audit trail of online user activity. Unlike other help desk processes that require manual analysis of what was thought to have happened, QAHiperstation provides a complete view of what the user actually saw on their terminal.

The benefit of using QAHiperstation for help desk analysis can be summed up in two words: maximum accountability.