Increase the visibility for Analyst to handle non-automated issues

Inability to properly pinpoint a problem and provide a quick solution can be exasperating for both the user and the support professional. Even knowledgeable, well trained service desk professionals can fail or be frustrated if they don't have the right tools to do their job. And professional frustration can lead to reduced productivity and longer turnaround times for employees to get their technical issues resolved when contacting a support representative for assistance.

HandsFree Networks custom designs tools to meet the technical support needs of large enterprises and their Service Desks. These tools can enrich the end-user's support experience and boost support staff productivity. The software permits support professionals to more easily diagnose problems and resolve them, often automatically.

HandsFree Networks customizes solutions to enable helpdesk technicians to easily solve non-automated technical issues - and often using only a “Click to Fix." The software helps eliminate the frustration users experience when they are unable to connect with the service desk via the telephone due to long wait-times or calls outside of normal business hours. In addition, our automated problem diagnosis helps service desk professionals with all the necessary information to "provoke" a problem resolution via the Web to resolve their problem.

Enhanced problem diagnostics and resolution with integrated tools enable service desk professionals to consistently diagnose and fix remote user problems and increase first contact resolution rates. For example, change management enables service desk professionals to easily find and remove unwanted executables that may have been installed without the user's consent, and remotely protect the user's key software applications and settings after service has been restored or an application repaired.

HandsFree Networks Solutions:

• Reduce call handling times
• Increase first call resolution rates
• Increase the number of incidents an analyst can handle
• Avoid costly in-person interactions, such as desk side visits