Service Category: Service Desk & Self-Service
Capability: Real-Time Endpoint Visibility for L1 Support
A Step-by-Step Enablement Journey
In today’s digital workplace, speed and precision in IT support can make or break the employee experience. Long resolution times, repetitive troubleshooting, and lack of visibility often frustrate both users and support teams. That’s where Nexthink comes in—bringing powerful capabilities like Amplify, Device View,and Assist to transform how Service Desk teams operate.
Butdeploying these tools isn’t just about flipping a switch. It requires a structuredenablement plan to ensure the right people have the right access, the right features are configured, and the team is trained to leverage them effectively.
Here’s how we do it:
- Plan – Identify target teams, shortlist capability features, define role-based access controls, and establish prerequisites for deployment.
- Configure – Implement role-based access, deploy and configure Amplify browser extension, and integrate with relevant web applications.
- Build – Install checklists and develop automated content for top call drivers to streamline troubleshooting.
- Empower – Conduct training sessions and update knowledge base articles to ensure adoption and operational excellence.
Up next is a detailed walkthrough of each phase, outlining what happens, who owns it, when it occurs, and how we’ll measure and track engagement with learning content and its impact on quality
Plan:
a. People: Identify the various teams and their members who will be provided access to this capability
b. Capability Feature Shortlist: Short list the features of this capability to be enabled for your organization
Ex:
- Does Amplify need to be enabled for L1 ServiceDesk or access to device view dashboard on the Nexthink portal is sufficient?
- Does Assist need to be enabled for L1 ServiceDesk?..
c. Role based access control:
- Identify what features of this capability that will be enabled for which of the identified team
Ex:
- Access to Checklists and Device view for L1 teams based in India, Germany, Philippines etc., L1.5 teams in Poland, L1 team leads across etc.Identify the restrictions if any to be enforced on the identified teams
- L1 teams cannot access user activity details, German users can only be supported by L1 teams based out of Germany etc.
Permission configurations for
i. Amplify: Granting permissions for Amplify
ii. Device View: Granting permissions for Device View
iii. Assist: Granting permissions for Assist
iv. Remote Actions: Granting permissions for Remote Actions
v. Workflows: Granting permissions for Workflows etc.
e. Learn: The identified teams to completethe Nexthink Learn path L1 Support with Amplify
Configure:
a. Configure role-based access control:
- Configure Roles to enable granular permissions identified for different user groups.
- Assign roles to users to enable appropriate capability features to appropriate user groups. Groups and permissions can be done individually for local accounts and through group mapping during user provisioning
b. Deploy amplify browser extension:
- Deploy Amplify browser extension either individually or on multiple devices
c. Configure amplify browser extension:
- Configure Nexthink Instance: For Amplify to retrieve user and device information, the browser extension needs to communicate with at least one Nexthink Instance. The configuration can be performed either at individual device level using the GUI in the browser extension or could be deployed on multiple devices by deploying registry configuration. The extension could be configured to work with multiple Nexthink instances either on individual devices using the GUI in the extension or multiple devices by deploying the registry configuration'
- Integrate with Web application: The web application where the Amplify Plugin should appear could be configured individually using the GUI of the Amplify extension or through the central configuration on Nexthink Portal
Note: If multiple instances of Nexthink are configured in Amplify, then the web application can be configured only through deployment of the registry configuration
Build:
- Install L1 checklist: If checklist permission is enabled, then install the L1 checklist from Nexthink Library
- Build automated content for top call driver: Build and configure automated content like remote actions, workflows etc. for the assessed Top call drivers and make it available in Nexthink checklist for quick automated fixes to reduce MTTR
Empower:
- Instructor led training session: Help desk training showcasing the various capabilities of Amplify, device view, assist etc. The session would help ServiceDesk understand how Amplify could be used to gather device information for quick incident triaging, how device view could be used for granular insights into events happening on the user’s device, how Assist could be leveraged for AI based triaging etc.
- Update KB articles: Modify Knowledge base articles to incorporate Amplify in regular Help desk troubleshooting and operations
Why This Matters
This isn’t just a tech rollout—it’s a culture shift toward proactive, data-driven IT support. By following this enablement journey, Service Desk teams gain speed, confidence, and visibility, while employees enjoy a smoother digital experience.