IT Helpdesk & Ticketing Systems
Simple & Efficient IT Helpdesk Solutions
Our 24x7x365 Helpdesk acts as a liaison between the administrators in charge of running the IT service and the end users of that service. By making quick fixes for any user annoyance, it plays a crucial part in ensuring service availability all the way to the customer. By utilizing tools and procedures tailored to the client’s environment, helpdesk is able to offer a timely and responsive service to our customers.
Helpdesk & Ticketing Systems
A ticketing system for the IT support desk is used to track all end user issues from multiple sources. The system keeps track of each ticket’s progress as the support staff works to find a solution. A ticket records all correspondence with a user as well as internal staff conversations regarding the issue.
Benefits of Helpdesk Systems
The customer’s sole point of contact for any IT-related issues is the help desk. A ticket will be resolved fast from the time it is received, assigned to the appropriate team, troubleshooted, and resolved with the help of a ticketing system.
Everyone on the team benefits from knowing their role within the service desk, what is expected of them, and from having a clear awareness of the processes and procedures.
A support system enables businesses to provide superior service to customers and users while saving time and reducing manual processes within the organization. A support system can be as simple as a database to store support requests or as complex as a suite of software applications. Contact Xentral Tech Solutions today to discuss what a support system may look like for your company.
Automated Ticketing Workflow
When an intake form process is automated by IT, tickets can be forwarded based on conditional logic and business rules. Lower-priority requests may remain in the backlog until a team member is available to work on them, while higher-priority requests can be directly assigned to a senior team member. Workflows can ensure that all sub-tasks associated with a ticket are monitored and completed.
Reporting & Analysis
Review monthly server report together with our customers. Ensure continuous improvement and discuss about planned projects that will help to address underlying problems and service enhancement.
IT Managed Services
Strategic IT Review
A Strategic Review will help your business define your IT goals, whether they are short, medium or long term. Our teams will arrange a meeting with you to learn more about your business goals, challenges and risks. XTS Experts will perform a full IT inspection and deliver our findings to you.
