Many help desks for IT healthcare service departments are overburdened with the volume of support calls received and find it difficult to streamline the creation of the help desk support issues.
Calls are randomly received in various ways: phone call, email, dreaded voice mail, verbal, or manually assigned via the software. This unstructured call creation process fosters out-of-control call management, impossible call triage management and improper workload assignment. [Read more…] about Optimizing Your Help Desk for IT Healthcare Using a Portal