The helpdesk is the backbone of most IT organizations; its mandate is to support success. In today’s fast paced environment, a well-managed and proactive support center is a key ingredient for companies that value performance.
Helpdesk managers and technicians need to handle more calls in less time with fewer resources and they can’t afford to sacrifice customer expectations.
Through its feature-rich and intuitive design, ITPOWERPAC® Help Desk for Lotus Notes lets users easily generate help tickets and service requests. Calls for help are prioritized to enable mission-critical problems to get the attention they require without delay. Technicians can be automatically notified by email or pager.
Solving problems quickly while simultaneously improving service quality is a key ingredient for companies that value performance. ITPOWERPAC® Help Desk for Lotus Notes is designed to underpin the support function of any IT organization, regardless of its size or complexity.
ITPOWERPAC® Help Desk for Lotus Notes provides a simple yet comprehensive interface that enables users to track issues from their point of inception through to resolution. Seamlessly integrated with other ITPOWERPAC® for Lotus Notes modules such as Issue Tracker and Asset Manager, Help Desk provides organization-wide visibility, control and management of IT incidents – a key enabler to improving the efficiency and performance of any IT support function.
ITPOWERPAC® Help Desk for Lotus Notes will take account of Service Level Agreements defined to the system; additionally, Help Desk’s internal escalation routines (configurable by customer, category or technician) will undoubtedly provide complete confidence of how incidents are being managed within your organization.
Issues of a similar or repetitive nature can be used to create KnowledgeBase entries to further enhance the performance of your IT support function. KnowledgeBase entries are available to all end users whether viewed through the Lotus Notes client software or via the browser over the web.