"Day in the Life" Demonstration

Help Desk Analyst

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Summary

The job of a Help Desk Analyst requires the balancing of priorities between company employees and other IT support technicians. As a result, Help Desk Analysts need a tool that is easy to use and designed with the Help Desk in mind.

Giva eHelpDesk was designed by a team of product managers using extensive customer feedback and also "best practices" as defined by the Help Desk Institute.

Giva eHelpDesk creators include the past winner of the prestigious Help Desk Institute Help Desk of the Year award in 1998. The current version of Giva eHelpDesk has approximately four years of direct customer feedback built into it.

Home Page Ease of Creating New Service Requests

The Giva eHelpDesk Home Page is where all the action begins. Entering a new service request is the most common activity so we have made it is easy and very fast. Enter the last name or first name or portion and press "Enter." The more characters entered the higher the probability of returning an exact match. Also, you can enter the telephone extension or Customer ID and press "Enter." If you type in a name that is an exact match, then you will be taken directly to a new service request screen that already includes data from that customer’s profile. Otherwise, you will receive back a list all of the possible matches.

Giva eHelpDesk allows you to create new service requests from any page by using a hot key (Ctrl-T) or by clicking on the "Create Ticket" tab at the top of the page. Opening up multiple "Create Ticket" windows at the same time will give you the ability to multi-task for those busy periods.

Giva eHelpDesk hot keys make it easier to navigate around the application.

Ctrl-Enter	Return to Home Page from any page in Giva eHelpDesk
Enter	When creating a ticket, pressing "Enter" will complete the ticket and take you back to the Home Page
Ctrl-T	Create New Ticket
Ctrl-Shift-S	Runs "My Ticket Count" report
Ctrl-Shift-O	Runs "My Open Tickets" report