help desk position

 One would wonder what a help desk has to do with Generation Y? Well, apparently, nothing ... but on the other hand a lot. In the first instance, we should ask ourselves, who works in the majority of companies in the world? They are usually quite young people, born between the 80s and the previous decade (between 25 and 40 years approximately) and as we all know, this generation is distinguished by having a similar profile. They are people with high expectations, sure of themselves, inflated self-esteem, looking for practicality and little patient. Don't you think that an excellent help desk is a challenge? How to deliver a service that meets the demands of an entire generation?

Easy! Of course, as long as you know how to do it.

Let's imagine that a colleague from your work needs urgent support to solve a problem with the printer. The ideal solution would be: Take your mobile phone, send an email (or what better to enter a mobile app), request the support of a support colleague and that's it! The answer to your request will arrive in a few seconds help desk position.

Another example, approving a rush purchase for your department! Just with a touch from the screen of our tablet! But these are the simplest requests ... What if we begin to integrate our help desk with many more departments creating a network of information, escalations, alerts, notices and reports, achieving that the response is almost immediate and the satisfaction of our users to 10?

What help desk software can you use?

All this is possible thanks to the integration of ServiceDesk Plus. This product was created by a company located in India that seeks to automate some processes and reduce the workload in organizations and thus allow its work team to focus on priority activities, something that every Millennial seeks. ServiceDesk integrating withOpManager(the proactive network monitoring solution) can not only send an SMS to the user, but also raise a ticket, categorize it and assign it to an infrastructure specialist, without the need to escalate the request from person to person.

RESULT: Network operation interrupted and service levels met.

How about we integrateServiceDesk Plus with ADSelfservice(Active Directory Self Service Portal)? Users from a selfservice portal can update their information easily. Therefore, when any application is submitted, the tool is pre-filled with the latest applicant data. RESULT: Help desk agents do not perform a manual filling of applicants' data, saving their valuable time to attend to other types of tasks.

A real support for system administrators is the integration withDesktop Central. From the same console that shares the application with the help desk, we can schedule the software update, send documents or folders during rest hours or at night. RESULT: Your users always have the latest version of their operating system or corporate application at their disposal, without a minute of waiting. But what would we do without real-time information? For a millennial boss it is essential to have all the reports on-line, on-time and on-cloud. A real gem isAnalitics Plus. An excellent software for behavioral and trend analysis of your service desk that provides information from any device and anywhere. How can you see, if you can!

All you have to know is that theticket management softwareby ManageEngine is an application that allows this and other generations thanks to its flexibility.

I invite you to try the ManageEngine help desk!

"RightResponse" workflow management

Ensure a consistent and professional response to any important alerts, supported by hundreds of detailed workflow processes developed by our expert system engineers and the consequent use of AVG Managed Workplace RMM task automation where possible to maximize performance and cost advantages.