RESOURCES FOR YOUR SUCCESS. Chats with Employees Enhanced

Transcription

1 RESOURCES FOR YOUR SUCCESS Chats with Employees Enhanced

2 Introduction: Help desk and ticket management tools are used to elevate the overall support facilities offered by businesses to its employees. These applications offer a more effective way to track and organize tickets, record events and problems, manage requests and standardize issue-solving techniques helping to build a customized information base for easy referral. The tool offers numerous benefits to Administrative Managers/Personnel s. Company employees always acknowledge a resource for their potential concerns and enquiries. When employees submit a report, they re guaranteed that their glitches are forwarded to the correct personnel. After the report has been submitted to the system, the employee will have the authority to log in and track the progress of the submitted ticket. The tool also ranks tickets and categorizes them all by priority. At the same time, the tool transfers them to the suitable department for issue resolution. In addition, employee receives service in a more effective manner and time lag is dramatically reduced. Since ticket history is stored, the management are better able to precisely evaluate issues and take appropriate action. Requisite for Help Desk: The key to expertise is helping a business is by keeping the efficiency levels of employees high. It is not possible to have 100% efficiency at all times, so the best way to assess their issues is Help Desk. The Help Desk tool is a resource designed for employees to contact staff/managerial authorities when they are having problems in their tasks or work environment. Any time the employee is experiencing problems in utilizing provided Information Technology (IT) infrastructure or the work environment, the concerned authority is contacted to answer the problem and get employee(s) operational as quickly as possible. The ultimate goal of the Help Desk is to offer first contact resolution as often and as quickly as possible. Page 2

3 Module Overview: The Help desk module is a powerful ticket-management platform that allows businesses to concentrate on all the employees issues and queries. Employees appreciate having a point of contact to get help for their issues and queries. Help desk Analytics The Ticket Summary report showcases a list of tickets sorted by their status for issue or inquires reported. The displayed chart provides a tool for the managerial authorities to have a check over the time taken to resolve issues faced by employees. The total tickets received, resolved tickets, pending tickets, escalated tickets and average closing time are displayed for monitoring purposes. At-a-glance charting from the ticketing provides an instant visual overview of the help desk's service fulfilment across virtually any metric, reducing individual reporting needs. Tickets Dashboard: To deliver a flawless helpdesk service to employees it s essential to have complete control over ticket resolution. The Manage Ticket includes built-in, dashboard reporting that keeps the authorities informed on the status of the tickets in realtime. The ticket provides provision to indicate the area of troubleshooting or issues, priority required and the concerned department/personnel s for resolving the issue or query. The tickets are categorized on the basis of their resolution status. A complete list of pending tickets, closed tickets, re-opened tickets, escalated tickets and tickets issued by the user is viewable. Dashboard feature increases the visibility of real-time business processes for faster, more informed decisions that improve performance and efficiency. Page 3

4 Conclusion: We at Exenta HRMS provide quality helpdesk module which helps businesses streamline employees problems in their IT duties. The module creates help desk tickets and keeps them inventoried until the team or personnel s gets to the specific request. Once the issue is resolved the module stores the tickets for future referencing. It's also easy to instantly create help tickets when you need them. The Help Desk module provides a solution to manage the helpdesk tickets generated, create helpdesk reports, automatically initiate help tickets from alerts, assign tickets to respective staff, and so much more! Page 4

5 About EXENTA HRMS: EXENTA HRMS is a one stop solution for all your HRMS needs that combine ease of use, dynamic customizations, affordable pricing and flexible implementations. It comprises of hiring, onboarding, payroll, attendance, training, benefits and the entire gamut s of the HR application designed specifically for the small and midsized organizations. The powerful workforce analytics and automated reports will keep you ahead of your competitors in every project you undertake. The comprehensive functionality offered at this unbeatable pricing also provides you options to handpick and create a tailored HRMS solution suiting all your organizational needs. To learn more visit EXENTA HRMS C-23, Tejaswini, Technopark, Trivandrum, Kerala, India Page 5