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As Information Technology (IT) services and consulting companies grow, new challenges emerge in the quest to provide comprehensive and cost effective IT solutions to customers. If dramatic growth happens quickly, it becomes difficult to maintain the outstanding service levels that defined the company when it was founded. The number of clients and service tickets rapidly multiply, making it next to impossible for owners to stay on top of service team schedules or get an accurate end-to-end view of the entire business.
When an IT company struggles with help desk management, client satisfaction begins to decline and the business is not as profitable as it should be because there is limited visibility into how employees use their time. Nagging questions bother the company owner and team leader: What are my employees working on today? Did they get to all the places they were needed? Did they resolve tickets? Did they report on issues properly?
This whitepaper provides expert strategies to improve help desk management and show you how to:
- Create an effective ticket and dispatch system to address client issues
- Capture and invoice all billable minutes for increased profitability
- Provide exceptional, personal help desk service to your clients
- Organize your service team for maximum efficiency
- Format: PDF
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