Desktop support is the public face of most IT departments, and hub of many daily IT operations and services that are routinely delivered to users, or customers. But too often IT support is overlooked in the grand scheme of all things IT.

This Webcast from The Register, 'Desktop Support: The IT Hub,' considers the demands of the end consumers of IT support services, in particular in desktop support. Tony Lock will present research by Freeform Dynamics that highlights matters such as prime user concerns regarding time to contact IT support and the paramount importance placed on the time taken to resolve calls. It also discusses the desire for users to be kept informed of progress and the often unexpressed feelings of frustration associated when callers are asked for "technical" information or to perform matters considered by them to be "too complex" or outside their area of expertise.

The Webcast team, including Tim Phillips from The Register and Barry Dacus from Citrix, look at the use of various management solutions and the role of new and maturing innovations to smooth desktop support and to further raise overall levels of service availability and to ultimately increase user perception of both desktop support and overall IT service delivery.

You can watch it online, here, now.