Helpdesk Optimization

The Issue

For any sizeable organization, a helpdesk is a critical component in keeping computer users productive and efficient in the delivery of business services. But with the average helpdesk call lasting 17 minutes – and nearly half of that time spent understanding the relevant state and configuration of the user's PC – efficiency within the service management function itself can be a significant challenge.

Even if your helpdesk is compatible with the latest ITIL guidelines and has an IT asset database, the chances are that it is still reliant on manually-entered asset information, or limited periodic updates.  And that means there’s a strong likelihood your helpdesk staff are working with out of date information - which is sometimes worse than no information when it comes to troubleshooting and service level achievement.

Solution

Short of doubling the staffing, and likewise the cost of running the helpdesk, the fastest way to realize significant speed and efficiency gains is to make current IT asset data instantly available to operatives

Centennial Software can seamlessly integrate with your existing helpdesk application with dynamic, comprehensive and reliable information on all hardware and software assets in the organization, including full details on components/versions, usage analysis and physical location.  That means the next time a user calls up for help, your staff will have immediate access to the vital asset data necessary to triage and remediate the issue.

Using this information, helpdesk staff can reduce the average call time by nearly 50%, allowing them to both concentrate on fixing the problems at hand and answer more calls without extra operatives. For the end users, this means less time hanging on the phone and more time being productive.

What’s more, Centennial Software can help you cut down on-site engineer visits to PCs by as much as 80%, thanks to the ability to ensure that IT staff understand the full configuration of the machines before they visit, which means that any required parts can be identified and ordered without needed to open the box.

Solutions

More Information