Helpdesk/Service Desk Software:

Works to automate the service management and support function. Typical support desk purposes include helping users retrieve lost passwords, helping customers troubleshoot product issues, assisting employees with hardware and software technical problems, and more. There are number of service and support solutions available that offer rich and robust functionality for optimizing the help desk management process. Common service desk application features include:

  • Incident, problem and request management: This covers one of the main facets of service automation software — to assist end users and customers in troubleshooting hardware, software, product, and other technical or operational/process related issues (including, of course, lost passwords). Good help desk software will include rich capabilities for service desk staff to troubleshoot, diagnose and solve issues quickly and effectively. More robust software will enable end users to solve issues for themselves, without the help of the support staff (which is a big plus for help desk operations).
  • Self-service capabilites via the Web and mobile: More traditional help desk implementations were client/server based and forced the end user or customer to contact the support desk directly for problem solving and general questions. Today’s modern help desk management solutions are built with accessibility and mobility in mind, taking advantage of more sophisticated and secure web and mobile technologies — a.k.a SaaS, the “cloud”. Hosted service desk packages make it easier for client sites to implement, while rich web-based interfaces and mobile accessibility apps empower help desk staff, users and customers to troubleshoot issues no matter where they are. Self-service capabilities work to reduce help desk stress and dependency, making for a more efficient and proactive support staff. This leads to higher satisfaction levels across the board – staff, users, and customers.
  • Service level agreement management: Key to maintaining an effective help desk (as well as client relationship) is understanding the measures, goals, and key performance indicators (KPIs) that govern the process. Service desk software equipped with SLA management capability helps ensure a more effective process and delivery of support servies. Degradation in service delivery can be costly, damaging, and difficult to recover from. When evaluating software, make sure it includes provisions for SLA management.
  • Knowledge management: A subset of the incident/problem management, knowledge management capability ensures the support desk is not only provisioned with pre-defined problem/resolution “pairs” (to answer the more basic and predictable questions expediently), but also has the ability to “learn” in a sort of “cognitive” fashion. The “smarter” the help desk software in terms of “self learning”, the more effectively the software can help automate end user and customer problem resolution without the need for service desk staff to intervene. On the flip side, making problem resolution data readily available to the support desk staff ensures the quickest and most effective help desk ticket resolution possible. When evaluating software, rich knowledge management capabilities – including the ability to define problem resolution sets, rules and knowledge trees – will ensure peak satisfaction and service delivery efficiency.

Other key service desk software features:

  • IT asset management
  • Change management
  • Reporting and analytics
  • Customer relationship management

Modern service automation software supports ITIL standards and is fully web, SaaS, and mobile enabled. Moving into 2013, many organizations have pinpointed the help desk as a key area for improvement and optimization, as many existing service desk deployments are built on older software standards.

Source: Helpdesk

FREE QUOTE

Hire Us Today!

562-294-6800

phone,phones,fon,fons,phone jack,fax jack,jacks,tele,telephone,telephones,office phone,office phones,office telephone,office telephones,business,business phone,business phones,business telephone,business telephones,office,phone wire,phone cable,phone cabling,phone wiring,telephone wire,telephone wiring,telephone cabling, telephone cable,business telephone system,business telephone systems,telephone system,telephone systems,phone system,phone systems,service,fon service,telephone service,phone service,solutions,phone solution,phone solutions,telephone solutions,telephone solution,phone help,help,help with phones,help with phone wires,help with phone service,help with phone repairs,telephone repair,phone repair,cabling repair,copper wire repair,network repair,buy a phone,buy a telephone,purchase a phone,purchasea phone system,phone consultabt,telephone consultant,install,install phone,install phones,install telephone,install telephones,install fon,install fons,phone installers,telephone installers,phone wire installers,telephone wire installers,phone cable installers,phone wire installers,phone dealer,dealer,telephone dealer,phone dealers,telephone dealers,fon dealer,fon dealers,phone price,phone prices,telephone price,telephone prices,rent phone,rent phones,rent telephone,rent telephones,lease phone,lease telephones,lease phones,lease telephone,voicemail,ivr,voicemail to email,unified messaging,operator,operators,message systems,voice,voices,voice cable,voice cabling,voice wire,voice wiring,corded phone,corded phones,corded telephone,corded telephones,cordless phone,cordless phones,cordless telephone,cordless telephones,vintage phone,vintage phones,vintage telephone,vintage telephones,wireless phone,wireless phones,wireless telephone,wireless telephones,phone for sale,phones for sale,telephon for sale,telephones for sale,best phone,best phones,best telephone,best telephones,telephone number,telephone numbers,phone number,phone numbers,the phone,the phones,the telephone,the telephones,phone,phones,lg phone,lg phones,lg telephone,lg telephones,cheap phone,cheap phones,cheap telephone,cheap telephones,new phone,newphones,new telephones,new telephone,refurbished phone,refurbished phones,refurbished telephone,refurbished telephones,best phone,best phones,best telephone,best telephones,phone for sale,phones for sale,telephone for sale,telephones for sale,buy phone,buy phones,but telephone,buy telephones,sell phone,sell phones,sell telephone,sell telephones,purchase phone,purchase phones,purchase telephone,purchase telephones,used phone,used phones,used telephone,used telephones,phone accessories,telephone accessories,phone deals,telephone deals,good phone,good phones,good telephone,good telephones data cabling,data center cabling,data cable,data cable installation,voice and data cabling,data cabling company,voice data cabling,data cabling companies,data cabling installations,data cabling jobs,data cable wiring,structured wiring,network cabling services,data cabling installers,data cable types,DSL data cable,CAT5 data cable,network cabling installation,fiber cable types,structured cable,data cabling contractors,data cables,voice and data cabling,cable installers,network cable installation,voice and data cabling jobs,data network cabling,CAT cable,computer data cable,CAT 6 data cable,network data cabling,san diego voice and data cabling,data cabling solutions,cabling companies,data cable tray,data cable installers,data cable technologies,what is data cable,ethernet cable,network cabling standards,data cabling orange county,network cabling solutions,fiber optic cable,structured data cabling,CAT 5 cable,data cabling installer,fibre cable,fiber cable,data cable conduit,CAT5 cabling,ethernet cable wiring,types of data cable,network cable,ethernet cables,network cabling systems,network cabling companies,data cables for computers,data cabling contractors,cabling,fluke data cable tester,CAT5 cable,CAT 6 cable,voice and data cabling companies,voice and data cabling,network cabling,structured cabling,CAT6 cable,data cabling installer certification,CAT6,fiber optic data cable,data center cable management,data cables types,fiber optic,data cable tester,network cables,data cable installation jobs,cabling company,structured cabling system,CAT 5 cable wiring,cabling contractor,CAT5,CAT5e cable,data cable labels,cable fiber,data cable tester,IT cabling,fiber cable,voice and data cabling wiring,structured cabling contractors,data cabling services,CAT5e,CAT6 data cable,CAt 5,cabling infrastructure,patch cord,patch cable,data cable suppliers,CAT5e data cable,structured cabling installers,structured cabling certification,structured cabling,structured cable,structured wiring cable,structured cable of orange county,structured cable of CA,structured cabling jobs,structured network cabling,structured cable products,what is structured cabling,structured cabling,cable solutions,structured cabling solutions,structured cables,structured cabling standards,structural cable,structured cabling products,structure cable,structured cabling system,structured cabling systems,network structured cabling,structured cabling contractor,network structured cabling,structured cabling contractor,structured cabling certification,structured cable systems,ethernet cable,structured cabling network,structured wiring,CAT 5 cable,cabling,network cabling,structured cabling companies,structured cabling contractors,CAT 5,CAT6,structural cabling,residential structured cabling,CAT6 cable,UTP cable,CAT 5 wiring,network,RJ45,network wiring,network cabling installation,structural cable systems,structured cabling services,structured cabling diagram,cables,fiber optic cables,structured cabling design software,fiber cable,structured cabling training,CAT 5e cable,telephone cable,CAT6 cables,structured cabling best practices,CAT 5 wiring,structured cabling definition,coaxial cable,camera cables,CAT 5 cable wiring,what is structured wiring,data cable,structured cabling technician,CAT5 wiring,CAT 5 connectors,network,installation,network cable installation,structured wiring design,patch cords,CAT5 cable,network cable,structured cabling vendors,ethernet cable wiring,CAT 6 cable,structured cabling installation,fiber optic cable,cable management,cable installer,CAT5e cable,data cabling,TIA EIA structured cabling standards,LAn cable,WAN cable,LAN cabling,LAN cables,WAN cables,WAN cabling,network cabling services,structured cabling installers,CAT5e,network cables,voice and data cabling,structured cabling RFP,ethernet cables,structured cabling installers,structured cabling estimating software,CAT 6,home network wiring,twisted pair cable,cable installation,CAT 5 cables,home wiring,ethernet,cable,CAT6,cabling installation and maintenance,CAT5 vs CAT6,networking cables,router,routers,switch,switches,network switches,wireless,access point,wifi,wi-fi,firewall,firewalls,gateway,gateways,modem,internet,internetservices,voip,server,windows,mac

Brea,Fullerton,Yorba Linda,City of Industry,Irvine,Anaheim,Santa Ana,Villa Park,Fountain Valley,East Irvine,Ontario,Diamond Bar,Buena Park,Walnut,Orange,Placentia,La Palma,Pomona,Montclair,North Tustin