|IT Service Desk|
IT service desk calls need to be tracked, assigned to appropriate staff and managed through to an appropriate closure. Every IT request (person-to-person, by phone, fax, email, letter or online access) should be captured and managed to completion.
Exemplary IT customer service requires a "service quality management" approach in which IT services have defined methods of delivery (process), and service quality targets (expected time to deliver).
Management should have the ability to locate and escalate calls which have not been completed in time, and report on trends in call numbers and service exceptions.
Open Office's IT Service Desk Module provides everything you need to achieve high quality efficient IT service processes.
Don't have all your processes defined? That's OK. Start simple, then implement and improve your services on a "continuous improvement" basis using the administrators "no programming required" interface - or get us to help you as you grow.
Public scrutiny, stakeholder participation, and the potential ultimate escalation to the legal system demands the highest possible quality management of due process, oversight of the public record, correspondence management, consistency of application and exemplary customer service.
Our proven platform options and process modules come together into a customised, integrated solution with all the elements you need to suit your specific needs and budget.
Choose the processes you need to automate, then add the quality elements you want from those available with the various options in the base platform. You could be excused for thinking that the job's nearly done!
Bidirectional integration with leading CRMS, Finance and Document Management Applications including rating systems, GEAC, Civica, MYOB, Oracle, TRIM, Sharepoint, internet portal access, and Whole-of-Government sign-in systems in most states.