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Task Tracking and Its Significance in a Help Desk Setting

April 16, 2012 | Comments: 0 | Views: 116

Help desk environments have long been a part of business customer service by offering a source for consumers to report problems, obtain help, and supply improvement suggestions. They can be technically oriented, meaning the calls coming through relate to a retail software or hardware product or be designed to handle generalized consumer problems. Organizations also implement internal support desks to help workers with issues regarding utilized technology or numerous additional items. Individuals working in this environment have many responsibilities, including:

  • Operating As a Single Point of Contact
  • Request Management
  • Monitoring of Problems and Satisfaction Levels
  • Phone or Desktop Support
  • Application or Product Specific Assistance
  • Reporting Procedures
  • Follow-Up Procedures

These tasks become increasingly difficult to manage as a business or product line grows, making it essential to have a sufficient task tracking method in place. Applications were traditionally only available as a third party licensing solution or an in-house development project; however, advancements such as Software as a Service (SaaS) have allowed simpler, cost-effective options to be offered. Providers today can supply customizable packages that are accessible online with a browser and Internet connection. Hosting services offer an affordable and easy to manage option for any business in need of an issue tracking tool.

Issue Tracking: Why Choose a Hosted Solution?

Why is a web-based issue tracking solution the best choice for help desk environments? One reason for increased usage is the service's ability to accommodate remote access needs where support is supplied in various countries or regions. The information can be entered and viewed from any location by all necessary staff members. In a hosted environment, the provider performs these specific technical functions at a rated monthly subscription expense:

  • Software Implementation
  • Maintenance
  • Upgrades
  • Security
  • Data Management

The service is beneficial in technical atmospheres where the development team already has enough on their plate without the additional workload. Task tracking by a hosted provider allows workers to focus on the problem rather than the processes necessary for managing it. Everyone can access a central database, make updates, and verify the progress of specific issues. Changes are communicated in a real-time atmosphere with automatic notifications being sent via email to involved parties. Personnel can easily check record status or add pertinent information when a client calls in to check progress. Issue tracking prevents duplications while allowing personnel to access a complete database for comparison of newly reported problems.

Hosted solutions offer their own set of benefits over the initial advantages of monitoring applications such as:

  • Instant Access
  • Reduced Hardware
  • Ability to Focus on Core Issues
  • Faster Technology Implementation
  • Increased Scalability
  • Rapid Deployment
  • Minimal Maintenance
  • Elimination of Licensing, Upgrade, and Installation Fees
  • Advanced Security
  • Disaster Recovery Options

These aspects prove to be valuable for busy organizations with minimal technology experience. They are also ideal in situations where developers have pertinent systems to manage or countless projects to complete. Help desk personnel receive an easy to use, fully supported system where they can receive technical assistance and offer customers improved service. Information is easier to relay with a sufficient task tracking system and hosted environments simplify usability while decreasing business expenses.

Task tracking can be applied in any setting, but has a special role in support oriented atmospheres. Web service issue tracking offers significant benefits over older application choices.

Source: EzineArticles
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