IT Help Desk Cloud Software for Call Tracking

Posted: April 26, 2013

Last Update: April 26, 2013

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

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