Did you know Senso has a Service Desk option?
A software system is only as good as its support team – and here at Senso, we don’t do things by halves.
Student safety and control of devices is at the heart of everything we do, and our Service Desk is no exception. Please read on if you have been looking to replace or add in a more customizable and easier to use ticketing solution.
What is a Service Desk?
A Service Desk refers to the point of communication between service users and an IT team that serves to resolve any issues or queries regarding the software implemented in an organization. Designed to manage, categorize and resolve tickets, it is the answer to all of your queries concerning your IT and software estate. Senso’s Service Desk is a centralized management platform, providing access to all devices under your estate and top-level insights into users’ movement and troubleshooting.
What features does Senso’s Service Desk include?
Senso strives to be champions of equipping our clients with the features they need to take control of their IT estate. This means that our software system seamlessly links to management platforms (e.g. our IT Service Desk) in order to create a smooth user experience that prioritizes quick and easy query resolutions that don’t need to be outsourced, saving valuable time. Our Service Desk is equipped with a number of features that collaboratively contribute to a flawless system of logging, resolving and clearing tickets.
Our Service Desk features include:
Every Senso software user has the ability to log a ticket. Whether they don’t have access to a website they need, an application isn’t working, or there are any general bug fixes required, users can use the Service Desk to log a ticket reporting the issue and expect a swift resolution. These tickets can be assigned into queues based on priority and category, ensuring tickets are dealt with in a time-appropriate manner.
Manage and Respond
The categorized ticket queue means that administrators can work on queries according to their urgency and relevant grouping. Contributing to a better work-station coordination, different categorized queues can be assigned to administrators, whilst being able to view which tickets have been resolved or are currently being completed – efficiency has never been easier.
Senso’s live thumbnails feature enables access to a device via the ticket itself, saving valuable time and effort by being able to access a user’s device immediately, thus identifying and resolving the issue at hand.
Every user’s screen is visible in real time to the Service Desk, and Senso software has remote access permissions for admin inbuilt. When a ticket is logged, Senso avoids a long and tenuous resolution process and instead offers a real-time live thumbnail view and remote access to ensure the most rapid and effective response to a query.
Our unique chat functionality simplifies the ticket logging process by creating a space for a live chat between user and administrator. Reducing the time taken for lengthy explanations and clarifications being requested, Senso’s chat prompts help identify the issue at hand in an efficient and effective manner, resulting in a seamless user-admin communication experience.
It’s important to keep your Service Desk running as smoothly as possible, with minimal room for errors or corrections. Senso’s software provides your admin with the ability to set key triggers or implement new rules to help streamline and avoid timely delays inconveniencing your service users.
If you’re noticing a trend in your Service Desk data, or know how to utilize your admin’s time more efficiently, Senso’s reporting facility provides you with the ability to input trends and patterns into your data. Gathering and analyzing the data of noticeable trends will help your organization evolve when it comes to implementing new ideas and bringing about change in order to create a flawless, streamlined Service Desk.
How do I find out more?
Interested in the sound of our Senso Service Desk? Why not contact us to find out more? To discuss prices or implementation into a new or existing Senso software package, please fill out the contact form below for a reply within 24 hours. Alternatively, you can call our customer service number on 866-664-1520 to speak to one of our experienced and friendly team members.