IT Help Desk Cloud Software for Call Tracking
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
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Here are some screen shots of opening a service request in Giva eHelpDesk:
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