Help Desk-Self Service

"Internal department support of IT needs accounts for 30% of total IT Budget"

Is your company singing the same chorus?

Increased call volumes, growing customer demands, large pool of non-IT savvy employees and shrinking budgets are just a few issues, that are challenging today's helpdesk and support managers.

The goal of any help desk or call center is to deliver timely, responsive and world-class services to internal or external customers. To achieve this vision, organizations requires the right tools and technology to be more proactive. Companies' performances are rated based on their service provided to end-users. A critical step to accomplish this is having a centralized system to track and manage all service and support requests.

Easy Manage Self-Service module can reduce the cost of IT Budget:

Self-service functionality gives customers the ability to submit and track their own calls coupled with the ability to search, identify, and resolve issues on their own. This not only improves the responsiveness and quality of service, but also reduces the amount of requests channeled to the Help Desk.

Easy Manage self-service is an easy-to-use browser based support automation tool, comes along with the knowledge base search capability. It is an ITIL based tool netted specially for the mid and small size companies. End user in every department can raise their call with Easy Manage Self Service Helpdesk from their desktop instead of calling the Help desk or e-mailing them. The web-based tool allows the end user to raise, monitor and close the call on their own.

According to Gartner, the cost of an "agent-handled" call is $5.30 compared to self-service online, which costs .45 cents, a savings of more than 90%.

Having a single, customer issue tracking system gives organizations the ability to centrally record, track, assign, manage, and control all service requests and activities, including requests coming in via the phone, email and the web. All requests are captured and monitored throughout their lifecycle.

Salient Features and Benefits:

  • Create your own ticket with Easy Manage Self Service Helpdesk.
  • Manage, Monitor and close your own calls.
  • Central and synchronized Issue tracking and solution providing system enables quick view of Report matrix.
  • Allows help desk agents and end users to access the system from anywhere, anytime via the web.
  • Provides users with the flexibility to access information instantly.
  • Issues can be resolved at first contact, reduces an amount spend on a call.