"Day in the Life" Demonstration

Help Desk Analyst

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Knowledge is Power – My SLA Compliance Report

One of the key success factors for IT is meeting Service Level Commitments. We have provided you with built-in email and pager escalation notification options to help you manage your service request queue. We have also given you a report that tells you what percentage of the time you are meeting your Service Level goals by severity level. Ticket numbers listed under the "Tickets Falling Outside of SLA" section are all linked to the actual tickets so that you can quickly review these for root causes and process improvement.

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