NYC Takes Control Over its Help Desk Functions with BMC Software
With government budgets continue to spiral out of control with excessive spending and poorly designed budgets, it has become necessary for local government to adopt cost saving measures. While governments are notoriously known for wasteful spending and inefficient allocation of resources, NYC hopes to change the public’s perception.
NYC traditionally let each city department manage its own IT services. This led to overspending as well as inefficient services. A lack of centralization made oversight extremely poor and government operations were largely hindered by this poor design. NYC had trouble keeping up with the massive amount of inquires and support requests its received, with many of these same requests being lost in the shuffle. NYC finally decided to take a stand and changes its IT infrastructure. Rather than being reactive, NYC decided to become proactive when dealing with its IT issues.
NYC decided upon BMC Software’s Remedy Solution to help manage all of its help desk needs. With a centralized database, the IT Department now can readily access much needed critical information quickly and easily. In addition, its new centralized ticketing feature should allow for rapid resolution of incoming tickets. Improved tracking will also help ensure that all support requests are handled in a timely manner. Lost tickets will no longer be a viable excuse.
With the introduction of BMC Software’s Remedy Software Suite, NYC has seen a dramatic improvement in the effectiveness of its IT Department. It has also simultaneously reduced the costs necessary to run it. With this new system, the help desk can handle multiple modes of communication in a relatively easy manner. BMC Software has provided the tools necessary to help NYC successfully run and manage its own IT operations. With continued improvement in its operations thanks to Remedy, NYC hopes to continue to provide higher level of service and an increasingly lower cost!
No commentsToyota Chooses Heat for its Service and Support
Toyota Financial Services is one of the leading vehicle finance corporations in the world. With hundreds of staff and offices found all over the world, Toyota began to feel the effects on its IT help desk. With over 200 calls and emails a day, TFS had to find a way to run its help desk more efficiently and solve issues ina more productive way.
Issues which plagued the help desk ranged from issues with the company website to internal issues within the company’s systems. Toyota felt it was time to be able to find a help desk system that would be able to support its staff while also being able to track performance through reporting and analytics tools. Boosting its help desk productivity was a key goal for Toyota in being able to provide better customer service.
After reviewing a number of different help desk options, Toyota decided on FrontRange’s Heat service desk package. Heat’s customizability as well as its recording features make it a very convenient system for Toyota. Rather than doing simple administrative tasks such as recording and logging phone calls, help desk staff now have the time to attack the root of problems by working on the issue itself.
Toyota has been impressed with HEAT’s functionality and usability as it provides many tools that simplify the support process for its help desk employees. HEAT provides the staff with accountability as performance is easily monitored through a variety of reports and other tools.
For more information on this successful implementation, you can read the full article here.
No commentsService Desk Mentality Catching On
Traditional IT Support sectors of the company were often known as IT Help Desk. However, some companies have chosen to rename their IT support sectors from Help Desks to Service Desk. The idea behind changing the name would be that the new name change would help promote a more service like attitude in these sectors of the company. However, this mentality was not fully embraced early on as many people were skeptical that the name change would be reflected in a change of attitude.
However, in recent times, the service desk mentality has been slowly evolving towards its name. Service desks are focusing more on why problems are occurring, rather than just solving problems. In doing so, they are hopefully preventing other problems from occurring which may be a more effective way of providing help desk support. It is reported that service has been dramatically improving recently as service providers continue to improve in the quality of service they provide to customers. The idea between the name change from help desk to support desk may actually be working as companies take on a more service oriented approach.
To read more about this topic, you can find the full article here.
No commentsNTRglobal SaaS Solution Allows Remote Help Desk Support
NTRglobal provides companies with much needed help desk support for overwhelmed companies. NTRglobal has built a SaaS Solution that allows tech support personnel to remotely provide help desk support. Remote help desk suppot allows tech support engineers to have full control over the customer’s equipment and allows tech support to be in control of the operation at all times, speeding up the process and eliminating mistakes. Rather than reading instructions to confused customers, Help Desk personnel can perform the tasks on their own and save customers the trouble and hassle of staying on the phone for long troubleshooting procedures.
This kind of support should provide a tremendous boost for companies that need to provide a lot of troubleshooting and technical support for its products. In implementing NTRglobal’s SaaS System, help desk support will be much more efficient and much easier to conduct. Simultaneously, customer service should improve dramatically as customers are saved the hassle of troubleshooting issues on their own.
For more information on this new software solution, you can read the full article found here.
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