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LiveTime Help Desk
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LiveTime Help Desk keeps
your employees productive
How do you follow-up on employee
issues? Are you doing everything
possible to ensure your employee
downtime is minimized? Can you
be sure? Do you have the reports
to back-up your argument? Do
your help desk staff have all
the information they need so
they can respond to support
requests accordingly?
LiveTime Help Desk streamlines
support interactions across
organizations with functionality
that:
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Prioritizes and manages
incidents received via email
or the employee portal
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Provides employee self-help
and incident tracking
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Gives help desk staff
complete item history and
status when responding to
incidents
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Allows supervisors to manage
staff workload with real
time reports
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Enables organizations to set
SLA's relative to department
requirements
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Provides SLA reports to
ensure incident deadlines
are met.
Incident Management
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Immediate access to complete
client history
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Monitor audit trail of
individual incidents
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View staff schedules,
workload and productivity
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Automatic reminders and
incident escalation
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Track, reassign, escalate
incidents
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ITIL compliant
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Multi-tiered escalation
pathways
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Email Automation for
on-the-fly incident creation
via email.
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Configuration and Asset
Management
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Automatically identify and
report on customer assets,
including hardware and
software, serial numbers,
etc.
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Reduce tedious manual
administrative processes.
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Integration with any third
party asset management
solution, including ZENworks,
LANDesk, Microsoft SMS and
InControl.
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License management
Service Level Management
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Time based Service Level
Agreements
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Fully configurable
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Triggers and notifications
sent via email and SMS
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SLA's can be set to specific
department and item
requirements
Management Reporting
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Extensive built-in reports
for managing workflow and
performance
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Organization reports
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Technician reports
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Service Level reports
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Problem type reports
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Instant access to key
metrics
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Drill-down Dashboards
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Knowledge Management
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Manage knowledgebase
articles by topic or
popularity
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Search engine technology for
comprehensive knowledgebase
searching
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Add questions, answers and
resolutions
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Allows unlimited number of
attachments
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Article creation based on
specific products and
versioning
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Most popular article count
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Public and private access to
articles
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Full indexing and searching
of attachments.
Self-Service
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Employees can enter and
track the status of their
own requests online
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Employees can search the
online knowledge base for
instant help and resolution
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Employees can edit and close
their own requests
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Rapid problem resolution.
Application Server
Technology
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Over five times faster than
competing applications
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Highly scalable;
accommodates unlimited
number of users
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Integrates easily with other
systems
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Expands and adapts with your
enterprise.
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