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Norton Introduces NortonLive Help Desk to Tackle Consumer Problems

By Rajani Baburajan
TMCnet Contributor

Norton by Symantec announced that its new NortonLive Ultimate Help Desk service, a personal IT help desk service, will assist consumers for handling computing and digital devices, used at home. Technicians are available 24/7 to help customers set up, manage or repair technical problems saving consumers time, money and frustration with their digital lives, company officials said.

“For years, consumers have trusted Norton to address their security needs,” said Kevin Chapman, vice president and general manager of Worldwide Consumer Services at Symantec (News - Alert). “This service allows consumers to turn to Norton experts to fix their technology problems, while freeing up their valuable time to spend with family and friends.”

Research reports show that consumers prefer professional technology services offered remotely compared to in-home or phone support services. In a recent survey commissioned by Norton and conducted by Harris Interactive (News - Alert), 64 percent of respondents have experienced problems with their computers, 56 percent have problems with their digital devices, and 31 percent usually make things worse when they try to fix things.

“The proliferation of consumer gadgets, computer systems and mobile content has been a double-edged sword,” said Rob Brothers, program director for IDC's (News - Alert) Software and Hardware Support Services research practice, in a statement. “These devices have introduced a level of complexity that can be confusing to even those who are technically inclined, especially at home where problems can be difficult to diagnose and repair.”

NortonLive Ultimate Help Desk offers subscription plans with unlimited support for computer and digital devices including PCs, wireless networks, printers, scanners, smartphones, digital cameras, iPod devices and other MP3 players. The company’s services include diagnosis and resolution of setup, security, performance, maintenance and data transfer problems. Norton offers a One-Time Setup Service that includes a security assessment, PC performance tuning and NortonLive Easy Support, which provides frequent computer health checks and remediation to improve overall computer performance.

In January 2011, Symantec Corp announced that select HP PCs targeted at small offices and small businesses are now shipping with Norton Internet Security 2011. HP now provides small business and small office customers with a full-featured, complimentary 60-day subscription of Norton Internet Security.