The Helpdesk is the backbone of the organization. Its mandate is to support success. By solving problems and getting users back in the race, a well-managed and proactive support center is a key ingredient for companies that value performance.
In today’s fast paced environment, Helpdesk managers and technicians need to handle more calls in less time with fewer resources and they can’t afford to sacrifice customer expectations.
UNICOM’s ITPOWERPAC® Help Desk for J2EE is a comprehensive and fully integrated component of ITPOWERPAC® for J2EE and gives you the tools you need to speed call turnaround, increase user satisfaction, capture institutional knowledge, and efficiently solve problems.
With its comprehensive features and intuitive design, UNICOM's ITPOWERPAC® Help Desk for J2EE lets you easily generate help tickets and service requests. Calls for help are prioritized, and technicians can be automatically notified by email or pager. Mission-critical problems get solved first.
The sophisticated KnowledgeBase captures institutional knowledge and reduces duplicate effort on repetitive issues. Solve a problem once and then automatically resolve similar issues with the click of a mouse. Technicians find the answers they need at their fingertips. Escalation is reduced, and call turnaround time decreases dramatically.