What’s a Help Desk?
Well the help desk is the central point of contact in a business where employees or customers can find solutions to problems, get requests fulfilled or receive answers to questions.

How do most organizations without a help desk operate?

Calls are answered, notes written on small pieces of paper that are often lost and they run around from one problem to the next.
They forget to follow up on an employee’s / client’s problem.
They receive even more calls from employees/clients, chasing up the status of their problem.
They keep getting the same problems over and over again.
Management get complaints due to problems not being resolved or because it took too long to get a response.

Recognise any of these problems in your business? Well let me show you how CISS help desk software can help you deliver that outstanding service whilst improving efficiency.

Here’s just some of the ways CISS can help:
Solve the problem on the first call. Being able to solve the problem whilst on that first call means that the employee’s/client’s satisfaction is greater and their opinion of the help desk is greater. It also saves your help desk staff’s time because there is no follow up to do. CISS helps by storing solutions in what’s called a "knowledge base" and having these solutions on hand for quick searches. This can also help in making junior or new help desk staff more knowledgeable quicker, meaning less training costs.
Track and manage problems. CISS stores all information on a problem in the one central location, making it easier to assign to staff for processing and checking on the tasks and status at any time.
Built in notification. CISS can automatically notify help desk staff of any new calls assigned to them so they can take immediate action and after the problem is resolved, the employee/client can be automatically notified of its resolution, making the process faster and more efficient.
Automatic Escalation. For all problems that aren’t resolved in the required timeframe, management automatically receives notice to ensure the appropriate attention and service.
Allow for "self solving" of problems. By making the knowledge base accessible to employees/clients, then they can do their own searches to find solutions to their problems, thus eliminating the need for them to log a call and freeing up your help desk staff from resolving past problems again.