Dedicated console for service desk analysts
The effectiveness of most service desks is limited by the information they have about the users they assist. ITRP offers a dedicated console for service desk analysts. The Service Desk console provides the complete picture from the perspective of the customer.
Look up requesters quickly
Users can be found by their first name, last name, organization, or support ID.
Service desk analysts enter the first few characters and a list of suggested users appears.
See the health of the user’s services
When a user contacts the service desk to submit a new request, the services that this person uses are listed. The current health of each of these services is also indicated to point the service desk analyst to the issues that the users is likely to be impacted by.
The analysts also see the open requests that may be affecting the user’s services, and they see the known errors which workarounds can offer a quick solution. And that is how a service desk is able to project a professional image; they know the user’s environment.
When dealing with a major incident, the analysts should not get overwhelmed by a wave of requests. Service desk analysts can quickly register a new request by grouping it with an open request. The specialists working on the incident work only on the request group. Updates of the request group are automatically passed on to the grouped requests, so all requesters stay informed.
Handle complex requests swiftly and accurately
Request templates significantly speed up the registration of new requests. Even more important perhaps is the support these templates provide to the less experienced analysts at the service desk.
The instructions that the templates provide ensure that they ask the right questions and consistently provide the information required by the specialists to get the request resolved.
Computer Telephony Integration (CTI)
Many organizations route the calls from end-users directly to the softphones on the PCs of the service desk analysts. Analysts can then automatically launch the ITRP Service Desk console when they pick up a call. The Service Desk console will immediately present the details and history of the caller. This allows analysts to concentrate on the issue of the user instead of spending the first part of the call determining who is calling.
Better still, this CTI feature is bi-directional. When you see a telephone number or Skype name displayed in ITRP, you can click on it to make a call directly from your PC.