![]() If the IT help desk need to 'speak' with the user, then can email back asking for specific information, such as asking: 'what happened just before the glitch occurred?' Thanks to this email driven software, the help desk can concentrate on the technical problem, rather than having to deal with the emotional crisis of an irate phone call. With this centralized system, support staff can process far more tickets in their shift than they could handle phone calls. Post-it notes can get binned, and verbal messages can be forgotten, but with a trusted ticket system users know that their problem is properly recorded and is likely to be actioned as soon as possible. It's also magic when I come back to my machine, and there is an email from Tech Support that answers the question I raised a few hours previously. This strategy is especially useful when they are working outside normal office hours.Īs a user, at first I hate having to fill in that request box, but after a while I am amazed how writing down the symptoms makes me feel better, and sometimes it even helps me solve my own problem. Workers are reassured that once they have logged a problem in the system, then someone in tech support will troubleshoot the fault in a timely manner. ![]() Benefits of a Web Help Desk for the Users With SolarWinds' Web Help Desk you can also implement IT Change Management and automate Workflows. The centralized knowledge management repository is also useful for when IT technicians forget stuff they haven't seen for a while. ![]() You get an off-the-shelf information base so that users can solve many of their own problems. Take advantage of the ability to plan the lifecycle of servers and routers, as well as all keeping an inventory of your company's software programs.ģ) Search a Knowledge Management Database This web-based help desk software can also keep track of your hardware inventory. Where necessary, Tech Support can escalate a problem by routing the ticket to senior staff.Ģ) Discover and Track Your Company Assets The basis of SolarWinds software is that standardises the procedure for a user to log a computer fault furthermore, it directs the resultant electronic ticket to the help desk automatically. Three Reasons to Implement Web Help Desk from SolarWinds
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