Resolve as many end-user support tickets as possible without escalating to level 1, 2 or 3 for support (i.e. Shift left).
How Goliath Resolves Pains
In real-time support can filter and search within the session display for virtual desktops and applications to identify the user and session having performance issues to confirm the performance issue and at a quick glance route to the appropriate group for resolution.
Alert resolution instruction enables support to get an alert when an issue arises with suggested resolution workflows.
Isolate root cause of peripheral device issues (i.e. printers not connecting, scanner errors, etc.) and identify permanent fix solution.
Leverage purpose-built EHR modules to determine quickly if an “EHR is slow complaint” is an issue with the infrastructure, EHR system, or based on end-user behavior to route to appropriate team.
Value Delivered with Goliath
Reduce number of tickets escalated to higher levels to resolve.
Increase end-user satisfaction.