Using Connect Pro for HelpDesk Support

Our internal helpdesk at Adobe supports a global workforce of over 7,000 employees. Troubleshooting a problem over the phone can be tricky - especially when you can't see the problem.

We now use Connect Pro at Adobe to not only troubleshoot the technical issues that employees might run across, but to take control of their desktop and resolve the issues remotely.
In addition to using Connect Pro, IT also created a small chat application that uses AIR (the Adobe Integrated Runtime) that employees can use as another option (in addition to the telephone) for contacting the helpdesk. Since both AIR and Connect Pro work across multiple platforms, the helpdesk can support the entire Adobe workforce.

I created a short video to document how we use AIR and Connect Pro internally at Adobe for helpdesk support.

Click here to see the video