IT Help Desk Management

IT help desk management is extremely essential to maximize profit of any organization and to streamline the IT processes. With automated IT help desk management in place, it becomes more easier for your IT department to carry out their responsibilities efficiently in an effortless manner.

Source : Help desk

Here are the benefits you gain with the reliable IT help desk management software like ManageEngine ServiceDesk Plus.

• Provide a web based interface to your company employees to raise their requests and queries.
• Reduce the burden of your support staff and sys-admins to a greater extent.
• Set rank, priority and criticality for the requests as they arrive and manage incidents effectively through simple to use it help desk management.
• Reduce the turn around time by giving solutions to various incidents through knowledge base itself.
• Define business roles, groups and assign the incidents automatically to the technicians, based on availability and other filtered criterias.
• Provide a self service portal to your employees to submit their tickets, access the knowledge base and to check the status of incidents.
• Define SLA and get solution to the requests within a specified period of time by managing automatic escalation practises. 
• Convert the solutions submitted while resolving any incident into knowledge base articles thereby preserving them for future reference.
• Send automatic notifications to technician and users whenever a ticket is assigned, closed or resolved. 
• Get periodic help desk reports on IT help desk load, performance, SLA violation etc to do a trend analysis for future.

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