REDWOOD CITY, California, September 18 /PRNewswire/ --

- SupportSoft survey reveals need for easily accessible, up-to-date 
diagnostic information

Two thirds of U.K. IT help-desk managers are dissatisfied with their 
support resolution software, reveals new independent research(i) conducted by 
SupportSoft (Nasdaq: SPRT), a leading provider of software and services for 
technology problem resolution.

Respondents identified time taken to gather and input diagnostic data
about end-users' computers as one of their main concerns. For 51 percent of
managers, the process takes them over 15 minutes.

For 92 percent of those cases that escalate to Level 2 analysts, the
diagnostic information has to be re-gathered. In almost a third (32 percent)
of the organisations surveyed, some or all of the diagnostic information has
to be entered manually.

These results come despite 97 percent of IT help desk managers in the
United Kingdom reporting substantial investment in technology designed to
provide better help desk support for end-users.

Data quality is also an issue for IT help desk managers, with only 31
percent of respondents being confident that the diagnostic information in
their IT asset management database is up-to-date at any time.

Anthony Rodio, chief marketing officer at SupportSoft observes: "The fact
that nearly all (94 percent) of help desk managers want accurate and
up-to-date diagnostic information is not at all surprising. What is
astounding is that despite the importance of this information, most companies
do not have immediate access to it."

IT help desk managers surveyed said that having instant access to
accurate diagnostic information would make it faster (60 percent) and easier
(57 percent) to diagnose and resolve problems.

SupportSoft Accelerator can automatically populate diagnostic data from
the user's machine into a Remedy call tracking system. This removes the
time-consuming and manual steps involved in solving individual computer
issues, which results in more accurate problem diagnosis, shortened
resolution time and less down time for the computer user.

About SupportSoft

SupportSoft is a leading provider of software and services for technology
problem resolution. The Company's solutions reduce technology support costs,
improve customer satisfaction and enable new revenue streams for companies
reaching 50 million users worldwide. The Company has expanded its offerings
and now provides Instant Technology Relief (SM) to frustrating technology
problems directly to consumers through http://www.support.com/. For more
information about the Company and its corporate offerings, visit
http://supportsoft.com/; for Instant Technology Relief (SM) to consumer
technology problems, visit http://www.support.com/ or dial +1-800-PC-SUPPORT.

(i) Survey conducted in June 2007 on behalf of SupportSoft by an
        independent research firm, Kelton Research, among 102 IT help desk
        managers in the United Kingdom. All survey respondents work at a
        company of 1,000 or more employees, and 73% of respondents work at a
        company with 5,000 or more employees. 76% of managers surveyed have
        11 or more help desk employees report into them.



Web site: http://www.supportsoft.com