Psytechnics has launched Service Desk Manager, an enhancement to its Experience Manager solution. Service Desk Manager enables level one service-desk staff to quickly and easily identify and acknowledge IP voice or video call and service quality incidents, providing the necessary data to facilitate escalation to the right support group for immediate resolution. Service Desk Manager enables service desk staff to work more efficiently by putting relevant, user-based, call performance data at their fingertips, said the company, enabling them to operate proactively, initiating corrective actions and maintaining service quality before IT users notice that service levels might be degrading.
“The Service Desk Manager solution is essential for service providers and enterprise IT organizations as they strive to improve service management efficiencies, operating proactively rather than purely reactively,” said Dr. Mike Hollier, Psytechnics’ CTO. “Service Desk Manager allows service desk staff to identify the types of problems IT users are having with IP voice or video services and readily escalate them to the right team within the support organization. This avoids the typical support call ‘bounce-back’ that plagues many IT support functions, driving improved customer or IT user satisfaction as well as IT support efficiencies.”