1.0 Service Desk Agent 

"Are you tired of manually switching between different tools and platforms to resolve IT issues? pivot offers a seamless integration between various service providers such as Microsoft, Crestron, Zoom, and Cisco. By using pivot, you can simplify your workflows, improve collaboration, and provide a better customer experience. With pivot, you can access and manage all your IT assets and services from a single platform, reducing the time and effort required to troubleshoot and resolve issues. With our O365 integration you and your team can check availability and book client’s rooms directly from the alerts, so why not take advantage of pivot's powerful integrations today?"

For Best practices for Service Desk Agents, we recommend pivot to be the first thing agents check if clients call in/e-mail about issues. They can use the up to date information shown in pivot to troubleshoot and resolve issues. This includes all assets, passwords, and line drawings inputted by the project team, or other support members. 

If it’s a site that’s being monitored, you can use the alerts to paint a better picture than what just the client is seeing. Maybe they think it’s only one room, but you can see that 3 rooms are all down due to one processor.  

On Monitored sites, we recommend setting up the email alerts to agents who are specifically connected to supporting that site, so they can provide assistance immediately or even reach out before the client realizes they have a problem. Emails can also be directed to a Service ticket monitored inbox, generating internal tickets on each alert that comes in. By doing this, you can provide proactive monitoring to your clients. With O365 integration as well, it’s possible for your support team to see the rooms’ availability and request booking it directly through the email alert. 

When troubleshooting with the client on a monitored site, it’s strongly recommended to put the room under Maintenance Mode, as unplugging or configuring devices to try to resolve it may provide additional alerts. Maintenance Mode doesn’t stop the monitoring, but it does stop alerts from being sent out.  

It’s also recommended that when the agent reaches out to the client, they check over pivot and see if any other outstanding alerts are present. The agent can either look at troubleshooting those alerts as well with the client, or book the rooms for a technician that will be scheduled to go to site, reducing any down time the client is facing.  

2.0 Tasks to Complete:

• Check pivot for detailed information 

• Proactive monitoring by investigating alerts before the client even reaches out 

• Seeing the Client’s room availability directly through the alert and booking 

• When troubleshooting rooms, place the room under maintenance 

• Whenever speaking with client, review any and all pivot alerts 

• Update pivot assets if any changes have been made (configurations like IP, passwords, etc.)