Today’s support teams are busier than ever before, as technology environments become more and more complex. At the same time, they are under increasing pressure to deliver improved service to end users, in spite of their hectic workloads.
Tracking time spent on support incidents can be a highly effective way for them to more efficiently handle the IT issues that hinder business continuity and halt key operations. Time tracking can enable significant improvements in several key areas, including:
By monitoring the amount of time spent on each incident, support teams can instantly identify when too much time has been spent on a specific issue, without a resolution. As a result, they can re-assign the incident to someone with more relevant expertise, or escalate it to a supervisor, if appropriate.
Measuring time spent on certain incidents can assist IT support and help desk supervisors in assessing the productivity of their teams. This will allow them to quickly uncover potential skill gaps that may delay issue resolution. For example, if one employee consistently takes longer to handle a certain type of problem than his peers, the manager can provide additional training in that area, if needed.
The time each staff member spends on specific types of service incidents can provide valuable insight into their strengths and weaknesses in terms of skills and knowledge. Armed with this intelligence, managers can ensure that certain issues are dynamically routed to those employees who have the experience to address them most rapidly.
Billing & Charge backs
Time tracking can be an important tool for companies providing outsourced IT services, who need to not only comply with service level agreements (SLAs) and pre-defined issue handling guidelines, but also need to keep precise logs of the time spent on certain problems in order to ensure the accuracy of client invoices.
One of the exciting new features in our IT Service Desk is the ability to capture and track the time spend on support incidents. With this new functionality, support teams can accurately monitor the total time spent on each incident, as well as the time allocated to each related task within that incident.
Visit our Web site to learn more about time tracking, and the many other innovative features in our new IT Service Management solution, part of our fully integrated suite of SaaS IT Management products.
About Brandon Miller
Brandon has been with Samanage for over three years in a variety of positions, including sales development, inside sales, customer success, and now corporate recruiting. Hosting multiple customer webinars on a variety of topics, Brandon has a deep understanding of technical support issues, implementations, and advanced trainings in IT service management. With a good handle on the industry as a whole, including competition and industry trends, Brandon remains ahead of the curve when it comes to the Samanage application, roadmap, and Community.
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