Designed for telecom, MTS Help Desk is a powerful work flow system which facilitates defining flexible processes, managing work orders or trouble tickets and tracking them from initiation to completion. Built-in escalation mechanisms ensure successful delivery of requested work and improved level of support for corporate end-users.
With MTS Help Desk you can easily define work flow processes that reflect how you want telecom support requests to be managed. These same processes are then used to create work orders and trouble tickets in response to support calls. The help desk managers can easily assign work to available technicians ensuring tasks and workload are being properly managed on time. Work related to each ticket can then be charged to organizational customers.
Built in escalation and alert mechanisms ensure that requested work is completed without delay. Monitoring and reporting capabilities complement this to streamline work and improve overall level of service. MTS Help Desk is completely web based, accessible from anywhere using just your browser.
MTS Telecom Help Desk Key Benefits
- Lowering Support Costs
- Improving Level of Service to Customers and Internal Departments
- Maximizing Support Team Efficiency
- Increased Management and Control Over Telecom Support Activities
MTS Help Desk is a module of the MTS Application Suite enterprise TEM system.
Lowering Support Costs
MTS Help Desk is feature-rich and designed to reduce the high expenses of providing a quality telecom help desk service. A built-in mechanism allows you to charge customers for the support you give them. Technician work time is optimized to make sure resources are not wasted. Processes can be defined to maximize service level given while minimizing resources invested. With MTS Help Desk you can get the job done in less time and with a smaller budget.
Improving Level of Service to Customers and Internal Departments
MTS Help Desk is a full and comprehensive solution for managing and tracking telecom and IT problems, work orders and support tickets. Help Desk allows you to tailor the work flow to fit your exact needs. Pre-defined telecom best practice templates are provided with the system which can be copied, adapted and fine-tuned to your requirements. Internal accounting for equipment, technician hours, support hours and equipment can be done at department and sub-department levels.
Maximizing Support Team Efficiency
MTS Help Desk includes tools to monitor the performance of support personnel including comparisons of different help desk team members and external technicians. Performance can be measured in terms of net hours worked on a task and by completion on time. This makes it easier to make informed decisions and to make necessary changes regarding personnel. Comprehensive audit reporting means you will be able to verify who did what at every stage. Easy management of technician task schedules improves the overall efficiency of the team members while alerts notifying initiation, delay and completion of tasks enhance their performance still more. An integrated mechanism for sending SMS messages is available as an option.
Increasing Management and Control over Telecom and IT Support Activities
MTS Help Desk gives you a single point of control over all your telecom support activity. It presents you with a complete view of open and closed support tasks by which you can identify process bottlenecks, open tickets and other problematic areas. With MTS Help Desk, you can track historical tickets and view a ticket’s log and information in less than five seconds.
MTS Help Desk’s scheduling and alerting minimizes errors such as lost or forgotten support requests. The administrator can comfortably manage dozens of technicians, their work load and monitor their status. A built-in escalation mechanism automatically raises priority of tickets unresolved in a specified time frame in order to assist the administrator to reassign tickets as required.
A comprehensive view of data complements your control capabilities providing you with information vital to conduct meaningful and thorough operations research. Reports can be e-mailed, exported or printed. In addition, reports can be exported to many different file formats including: XLS, PDF, XML. HTML, TIFF, RTF or TXT.
Total Integration with MTS Application Suite
MTS Help Desk is fully integrated with MTS Application Suite for wireline and wireless management. All functions of MTS Application Suite enterprise TEM system are
available on an licensed or outsourced managed service basis.
Download MTS AS Help Desk & Work Order Brochure
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