2nd line helpdesk operators

The 2nd line of a helpdesk is a place where technical competence meets customer relations.  Incidents, jobs and tasks are typically assigned to the second line of a helpdesk because they cannot be resolved at the initial point of contact.  It is in this part of the lifecycle of a job that the helpdesk technician requires the following features in their helpdesk software.

• Finding solutions from previous cases using the Knowledge Base
• Working the lifecycle of a helpdesk incident
• Adding actions items to a job
• Linking similar jobs together
• Actioning multiple jobs at once
• Adding further information and items (Assets, configuration items, clients, etc) to the initial job definition
• Closing jobs
• Re-assigning jobs
• Responding to client queries

HelpMaster allows the 2nd line helpdesk operator to do all of the things listed above in an integrated, easy-to-use interface.