As a consumer or employee, one of the most frustrating problems that can arise in the course of a work day is forgetting a password. On the IT side, these calls come in with a regularity that necessitates a quick and painless process to get the user into the system. A help desk ticketing system is vital in creating an effective pipeline to resolve this issue.
-designed help desk call center software can save the day. Through the power of SharePoint, a call center worker can receive calls and requests through automated means and delegate the issues at hand to the right sectors of the company.
Having the ability to gather a particular set of information through relevant input fields allows for accurate and “good” data to be surfaced. By collecting the relevant information and running it through advanced reporting modules, a company can make the best decisions possible to grow its capital. This is just one of many efficient IT solutions a company can utilize through add-on SharePoint modules such as a SharePoint helpdesk solution.
Most IT departments have their own area filled with networks of computers and phones to take on service tickets, or a small office next to the servers to ensure quick recovery from any issue. Hardware troubleshooting and repair or more intense software-related issues necessitate IT staff to venture out to the source of the problem. This in turn takes them away from their desktops and, essentially, their nerve center of information.