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Manage my support analysts

Today's Service Desk is required to manage a plethora of requests, ranging from general customer enquiries, raising an incident, investigating and solving a difficult problem, to checking on the progress of a change request and giving a customer an update.

Support analysts also have to be knowledgeable about what services are available and the underpinning IT Infrastructure. Managing this resource is challenging, whether you are managing a team of 5, 50 or even 100 analysts.

Marval MSM provides a range of features and functions to assist you in effectively maximising the investment in your team, their workload planning and scheduling:

  • Automatic assignment to the right person or team, based on their current workloads
  • Identification of staff with the right skills set and their availability status
  • Reporting on workload estimates versus actual time spent
  • Using the MSM skills matrix to identify skills gaps and areas for improvement
  • Using MSM team performance and SLA results to help make decisions on staffing levels to grow your business
  • Getting useful insights to improve your business with easy-to-use reports, dashboards and trends
  • Measuring employee satisfaction to increase motivation and retention
  • Graphical dashboards highlighting possible service breaches to be addressed before agreements are breached
  • Bulk transfer of requests to other teams or individuals

Endless possibilities with Marval...

Whatever your aspirations might be, we have the technology, the expertise and the people to make them happen.

We know you may have some questions...

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