LiveTime Help Desk |
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LiveTime Help Desk keeps your employees productive
How do you follow-up on employee issues? Are you doing everything possible to ensure your employee downtime is minimized? Can you be sure? Do you have the reports to back-up your argument? Do your help desk staff have all the information they need so they can respond to support requests accordingly?
LiveTime Help Desk streamlines support interactions across organizations with functionality that:
- Prioritizes and manages incidents received via email or the employee portal
- Provides employee self-help and incident tracking
- Gives help desk staff complete item history and status when responding to incidents
- Allows supervisors to manage staff workload with real time reports
- Enables organizations to set SLA's relative to department requirements
- Provides SLA reports to ensure incident deadlines are met.
Incident Management
- Immediate access to complete client history
- Monitor audit trail of individual incidents
- View staff schedules, workload and productivity
- Automatic reminders and incident escalation
- Track, reassign, escalate incidents
- ITIL compliant
- Multi-tiered escalation pathways
- Email Automation for on-the-fly incident creation via email.
Configuration and Asset Management
- Automatically identify and report on customer assets, including hardware and software, serial numbers, etc.
- Reduce tedious manual administrative processes.
- Integration with any third party asset management solution, including ZENworks, LANDesk, Microsoft SMS and InControl.
- License management
Service Level Management
- Time based Service Level Agreements
- Fully configurable
- Triggers and notifications sent via email and SMS
- SLA's can be set to specific department and item requirements
Management Reporting
- Extensive built-in reports for managing workflow and performance
- Organization reports
- Technician reports
- Service Level reports
- Problem type reports
- Instant access to key metrics
- Drill-down Dashboards.
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Knowledge Management
- Manage knowledgebase articles by topic or popularity
- Search engine technology for comprehensive knowledgebase searching
- Add questions, answers and resolutions
- Allows unlimited number of attachments
- Article creation based on specific products and versioning
- Most popular article count
- Public and private access to articles
- Full indexing and searching of attachments.
Self-Service
- Employees can enter and track the status of their own requests online
- Employees can search the online knowledge base for instant help and resolution
- Employees can edit and close their own requests
- Rapid problem resolution.
Application Server Technology
- Over five times faster than competing applications
- Highly scalable; accommodates unlimited number of users
- Integrates easily with other systems
- Expands and adapts with your enterprise.
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