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Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

IT Help Desk Cloud Software for Call Tracking

Benefits

Giva eHelpDesk is a 100 percent cloud based, ITIL-compliant IT help desk solution that:

  • Increases first-call resolution by building a knowledge base that captures lessons learned
  • Reduces call length by auto completing, streamlining routine tasks, providing trouble-shooting tools on a single screen, and maintaining parent/child requests for high call volume incidents
  • Increases customer satisfaction by speeding problem resolution and providing consistent, fast answers
  • Boosts SLA compliance by automating SLA breach notifications based on escalation business rules
  • Decreases request resolution times by providing tools that help quickly diagnose the cause of problems and rapidly route requests
  • Minimizes the number of escalated requests by tracking problem response and resolution status verses established standards
  • Decreases call volume and identifies opportunities for business process improvement with root cause analysis
  • Increases efficiency by defining and enforcing standard service management business processes
  • Increases agent productivity by providing automated workflow and escalation
  • Speeds business decisions by delivering accurate, real-time reports
  • Optimizes staffing levels by providing trend reports
  • Helps ensure Sarbanes-Oxley compliance and reduces business risk by providing complete audit trails

 

Click to VIEW IT HELP DESK VIDEOS

 

Here are some screen shots of opening a service request in Giva eHelpDesk:

1 Open a service request2 Check recent activity

3 Mouse over to select category menu

4 Use mouse to select iPhone 5 problems

 

 

 

7 Helpful knowledge article can be tied to each nature of request as option

 

8 Copy article to the resolution by clicking copy to resolution

 

 

Click to VIEW IT HELP DESK VIDEOS