Scaling Our Internal & External Help Desks with BeyondTrust Remote Support BY JENNIFER WOODBRIDGE User support is the heart of your IT operations. Whether it’s your internal help desk or customer-facing technical assistance, the way you deal with issues and support tickets can make or break your organization. Over the last 20 years, I’ve worked both sides of the support coin at one of the world’s largest payment and processing companies. We’ve aggressively expanded in the fintech space through acquisitions, and our support tools must keep up with our product expansions. FROM CUSTOMER SUPPORT TO OUR INTERNAL HELP DESK I started here as a customer support agent and then moved to our internal help desk. When I began here, the company was small enough that a lot of employees wore man

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