Challenges Faced by IT Help Desks

• There are too many phone calls and emails inquiring about general issues
• Students and other users are frustrated waiting in call cues
• Inconsistent information is being delivered by our staff over the phone
• Staff do not have enough time to work on other projects or take phone calls from constituents that have more complex issues
• Students and staff do not know how to search for information on your website and become frustrated and so they call because it’s easier
• Constituents are demanding 24/7 support

IntelliResponse Solution for IT Help Desks

• Eliminate general inquiries by having constituents ask their questions through IntelliResponse before calling the help desk or sending a trouble ticket
• Free up your staff resources so that help desk technicians can deal with the issues that require their expertise
• Provide consistent and accurate information and instructions every time a question is asked
• Enable online support 24/7 without hiring any additional staff resources
• Provide an easy to use tool that encourages non-technical constituents to feel comfortable with self-service
• Capture real data about the number and nature of questions that were asked each day, month or year

Sample Customer Sites for IT Help Desks