Help DeskAngela Tuminello2020-04-07T09:50:27-04:00
Responsibilities
- Resolve as many end-user support tickets as possible without escalating to level 1, 2 or 3 for support (i.e. Shift left).
- Route tickets to proper team in order to resolve tickets as fast as possible. This includes capturing as much detail as possible about the ticket to help expedite resolution.
Pains
- Struggles to confirm end-user performance ticket is real & route to proper IT team to manage (network, Citrix/VMware Horizon, server, etc).
Responsible to resolve endpoint or peripheral tickets (printer not mapped; scanner not working); but often struggle to identify root cause of the issue (is it the device, configuration, or other reason).
In healthcare struggle to route “EHR is slow” complaints to the right team. This can result in lost time as incorrect resources get assigned to fixing the issue.
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 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 a “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
- Resolve support tickets faster.
Reduce number of tickets escalated to higher levels to resolve.
Increase end-user satisfaction.