Would you recreate what you have if you could build your IT operation from scratch?

 

 

 

 

You can do what Panasonic, Philips Semiconductor, Telesat Canada, LenCrafters, and many organization do. Although in difference industry, they have one thing in common. They all turned to GWI c.Support Service Desk solution to increase efficiency and productivity of their IT department and Customer Services.

 

Running an IT Department or a Customer Services today without help desk solution is almost like running a business without computer or some kind of information technology. Today's IT Department has to deal with ever changing technology, and most IT staffs are overworked and abused! They work very hard, yet don't seem to get everything done at the end of each working day. There are always more works waiting for them the next day, and the next. IT staff are tired, and some quit as a result. 

Overworked and struggled to get works done, many service requests were lost, forgotten, or completely overlooked. Overall productivity suffered as a result. It does not have to be this way. You can improve your internal IT operation. You can make it more efficient, cut down ticket turn around time, provide faster, more efficient service, and trouble resolution.

If your IT Department still handling user service requests the old way, like being interrupted to take a phone call or check email in the middle of an important task, or even a personal visit to ask for high priority, maybe it is time to implement help desk software. A well defined IT service management means more than just having highly skillful and reliable IT staff. Help desk solution is another important component of a successful IT operation.  

A well managed help Desk solution not only increases efficiency, save cost, ensure that the business is ready for change, take a proactive approach, and push for change that make your organization more competitive and profitable. GWI c.Support Service Desk is such a help desk solution both your IT Department and Customer Service can take advantage of.

 

GWI c.Support Service Desk is a highly-scalable service and support application for IT Department and Customer Service. It met ITIL standard, and is ready to handle your unique processes and methodologies, with enhanced permissions to enable segmented user bases or departments within the same instance of the product. It is developed with an "out-of-the-box" ease-of-use in mind, yet is powerful enough to automate your most complex workflows and handle today's service functions like:

• Incident Management
• Problem Management
• Change Management
• Asset Management
• Service Level Management
• Workflow & Approvals
• Knowledge Management
• Self Service Dashboard
• Reporting

Ideally, end users who need help can and should enter service request online. They maybe able to solve some minor issues by searching and viewing knowledge bases and FAQ first, which is a component of the c.Support Service Desk. This end user self-support feature saves both help desk support staff and the end users. End users solved some minor problems on their own, and at the same time frees up IT help desk valuable time to work on other tasks. End users can still call or email their service request if they don't want to take the time to enter the service request online, but drop in visit to ask for high priority should become a thing of the past. This save everyone time.

As one of the most important and frequently used functions, c.Support’s Incident Management functionality can assist IT support staff in issue tracking and accomplishing quick restoration of service from start to the end of each issue; including incident creation, related incidents such as assets, problems, scheduling, approval cycles, categories, routing based on location, skill, name, and group, service escalation, service contracts, access to knowledge base. IT Manager, IT support staff, and end users can check status of service requests. No more missing or forgotten service requests.

Integrating a knowledge management process into your service activities enables IT manager to identify, create, represent, and distribute knowledge throughout your organization thus creating improved performance, competitive advantage, innovation, and the general development of collaborative practices.