The IT help desk is a primary point of engagement between an IT organization and users. This convenient service desk emerges as the single point of contact between users and the service provider for the majority of day to day activities. A help desk is a resource that provides the internal user or customer with the information and support they need regarding a company’s products, services, and processes.
Below are the features of a modern helpdesk system which is efficient and gives the managers a complete control over the tickets and offer quality services to their stakeholders.
- The end users report the issues via a common help desk app
- The ticket is reviewed by the IT Manager- he then assigns them to an engineer based on the ticket category and severity
- The ticket is reviewed and resolved by the technician
- The ticket solution is reviewed by the IT Manager who also does the root cause analysis
- The ticket solution is finally reviewed by the requestor who closes the workflow
- The dashboard gives details on critical parameters viz. time to resolution, common issues, root cause of problems.
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