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Service Desk and Help Desk Operations
As the first line of defense, the Service / Help Desk has become the strategic hub for the IT organization and is very often the first contact users have. But reactive stand-alone help desks are no longer sufficient. In order to provide a holistic view and actionable intelligence about operations, organizations must have integrated service desk operations that unify the service desk, incident, problem, change, configuration and service management, as well as integrated asset tracking and management.
TechExcel Service Suite solutions empower your internal IT support staff and customer service team with process-driven incident management, role-based privilege sets and automated actions. It provides visibility and automates and supports the processes that enable the enterprise to maximize ROI, improve service levels, streamline service delivery and reduce total costs.
Benefit with TechExcel Service Suite solutions for the Service Desk
- Respond quickly and efficiently to conditions that can disrupt critical services by automating incident and problem management processes
- The most intuitive and easy-to-use graphic workflow that is connected directly to your business processes
- Empower users with a comprehensive knowledgebase to dynamically search for solutions and advice
- Act as single point of contact for user requests, user-submitted incidents and infrastructure-generated incidents
- Help to lower IT costs and manage compliance
- Align critical IT infrastructure and service support processes with the priorities of the business
- Flexibility to define notification and escalation rules in the organization
- Improve security and accountability of critical incident and event-driven processes with user identity confirmation
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