|
| CEO/CTO/President |
|
Companies recognize the need for more technical service individuals but do not have the resources to
provide them for their organization. The problem does not always lie with the people running
the system, but sometimes it is the system itself. bigWebDesk creates order within the communication
link between end users and the service providers throughout the company. bigWebDesk also
provides accountability/documentation for end users as well as the service staff.
- Provide justification for budgets and expenditures
- Evaluate performance and workload of internal and contracted service staff
- Reduce response time on service requests
- Prioritize requests by placing emphasis on critical issues
- Give accountability to directors, service staff, and end users
- View service requests by user, department, technician, time period
|
| IT/IS Service Staff |
|
Service providers are required to provide quick responses to issues throughout a company from replacing
ink cartridges to reconfiguring networks. It is nearly impossible to maintain an accurate list
of service requests coming in while closing out completed items. Add to that task, the constant
inquiries from end users about their requests, and the day is over before actually completing
any work orders. bigWebDesk sets up an easy-to-use system for where end users can create work orders,
provide updated information, and check on progress through the internet. This limits the
time (phone calls, emails, faxes) that they need to send to technicians, allowing you to complete
the tasks that you were hired to do—fix technical issues.
- More time to work on high priority issues
- Making sure low priority issues are not lost
- More accurate problem information before making site visit
- Keep users informed of current support load
- Stop users from submitting multiple requests for single problem
- Improve relationships between individual departments
- Provide statistics to justify additional resources
- Knowledgebase helps all sites learn common problems
- Reduce paperwork
- Prioritize and gain control of your schedule
- = More time at home
|
| End Users |
|
Large and small companies alike experience a disconnect between their end users and their
service providers within the company. This leaves workers uninformed when it comes to the
needed maintenance on their equipment. bigWebDesk bridges the communication gap between these two groups
making service response quicker and more efficient.
- Hold service providers accountable
- Stay informed throughout the repair process
- Service request are never lost
- Receive more consistent level of service
|
|
