Information Technology (IT) is typically seen as a key strategic enabler. Most medium to large sized companies have found that an efficient and responsive IT function needs to be underpinned by an effective Help Desk application.
The Therefore team has undertaken extensive research to determine what it is that IT management requires from a Help Desk application. This knowledge has been used as the foundation upon which the Therefore HelpDesk™ application has been developed.
IT teams typically have hundreds of activities in play at any given point. To ensure that all of these activities are timeously resolved, Help Desk applications need to drive the classification of tickets, guide their allocation to appropriate resources, award deadlines and automatically escalate where required. In short, Help Desk applications need to provide a framework for delivery.
If Help Desk ticket execution can’t be measured with ease, managing it becomes a "hit and miss" exercise. The management of Help Desk tickets requires a dashboard and easy access to purpose built real time reporting.
Clear lines of accountability are critical when managing a Help Desk. Given the number of moving parts at play, accountability often falls into a "grey area", which works against delivery. Critical to the management of accountability is the management of deadlines, the ability to track performance relative to deadlines and clarity regarding the party accountable for each ticket.
Help Desk Agents are typically responsible for logging tickets on behalf of callers and then allocating them to a resource from the applicable "functional team" (such as LAN, WAN, ERP and Web) for resolution. Incorrect allocations frequently occur and generally delay ticket resolution. Therefore HelpDesk™ is a "team aware" application and guides the allocation of tickets to the appropriate resources.
Whether you are managing the performance of the entire IT department, a functional area or individual staff, it is imperative that performance data is readily available. The Therefore HelpDesk™ application places performance data at your fingertips.
Communication is one of management's perennial challenges and Help Desks certainly aren't exempt. Help Desk applications need to provide users with access to a comprehensive ticket review that carries all of the salient details, thereby keeping everyone "on the same page".
Help Desk applications should allow for the identification of areas where IT is prone to repeat service failure. This data can then be used to initiate and subsequently monitor interventions designed to reduce future service outages.
Paper and spreadsheet based Help Desk trackers may be cheap, but they have far too many shortcomings to allow them to be a workable tool for measuring, managing and executing Help Desk tickets.