Nexthink Infinity Platform

My main use case for Nexthink is supporting the digital employee experience and proactively identifying and resolving endpoint issues. I use it to investigate device performance, troubleshoot issues affecting end users, and analyze endpoint data using Investigations and NQL. I also work with Remote Actions and campaigns to help automate remediation and communicate with users when needed. Overall, Nexthink gives us better visibility into what's happening on the endpoint side, so we can identify problems and resolve them more efficiently, sometimes before the end user even reports an issue.

One example would be identifying an endpoint performance issue through Nexthink before it resulted in a larger number of support incidents. We were able to use Nexthink to look at the endpoint data and identify devices that were showing performance degradation and other indicators that something wasn't functioning as expected. From there, I used the Investigation capabilities to narrow down the affected devices and understand what was happening. We were then able to take corrective action and validate the results through Nexthink. I have also been involved in testing and providing feedback on Remote Actions and automated remediation developed by our engineering teams. What I really value about Nexthink in situations like that is that we don't always have to wait for an end user to submit a ticket or visit the Tech Cafe where I work. The telemetry can help us identify a developing problem, investigate it, and take action before it becomes a much larger user-impacting issue that could affect their productivity and cause significant downtime.

Nexthink has made a positive difference by giving our IT teams much better visibility into the health and performance of our endpoints. Instead of always waiting for an end user to report a problem, we can use the data to identify issues and trends early on and determine whether something is affecting one device or potentially a larger group of users. It has also helped make troubleshooting more efficient. With Investigations, NQL, and Remote Actions, we can gather information and take certain corrective actions remotely, which can reduce the amount of manual troubleshooting required and minimize disruption for the end user.

Another benefit that I have noticed is that it helps us move forward in a more proactive support model. We can use endpoint data to make better decisions, validate whether remediation was successful, and identify recurring issues that may need a broader solution. This is usually done quite quickly. From my perspective as someone supporting the environment, I have definitely seen Nexthink improve our ability to identify, troubleshoot, and respond to end-user endpoint issues more efficiently.

What saves me the most time is being able to utilize the Remote Actions, depending on what the issue is. We recently used Remote Actions to push an update and to sync a software that we use to keep our devices compliant in the system. We often use that with their Remote Action to get that done expeditiously because on its own, the device can take some time. However, if you are able to push that update or that synchronization through Nexthink, it takes off a lot of time and downtime for the user and also keeps our process moving forward.

Nexthink has a very strong feature set, and I am still continuing to expand my experience with some of its more advanced capabilities. One area I would like to explore more deeply is Flow and the more advanced automation capabilities, particularly how different workflows and Remote Actions can be combined to create more proactive or end-to-end remediation. I also would like to continue expanding my knowledge of NQL and the analytics capabilities because there is a lot you can do with the data once you really start digging into it.

As far as something I wish it had, I don't think I have encountered a major missing feature in my day-to-day use that I would specifically call out. For me, it is more about continuing to learn and take advantage of the capabilities that are already there. The only thing I can think of is that whenever you are doing the Remote Actions when you have more than one that you are pushing out, I would like to be able to see each one of those listed versus having to go back to the main page and then list them that way. It just makes it easier to see them and determine whether or not the results were successful.

I haven't had a lot of direct interaction with Nexthink's customer support team because my role is primarily on the practitioner and endpoint support side. We have other team members who handle vendor support and escalation when necessary.

My advice would be to first have a clear understanding of what problems you are trying to solve and what you will want to accomplish with Nexthink. It is a very powerful platform, but I think you get the most value from it when you go beyond simply monitoring endpoints and really take advantage of the proactive capabilities. I would definitely recommend investing time in learning NQL, Investigations, Remote Actions, campaigns, and the automation capabilities. Those features can really help you move from a reactive support model to a more proactive one. I give Nexthink a rating of 10 out of 10.