JobTraQ® Case Study: Healthcare

IT Help Desk

Using JobTraQ® helps busy help desks by providing a rapid method of deploying support requests, intuitive notifications to alert staff, real-time updates to end-users, and an easy to use interface for storing all of the data about a particular request from start to finish. Basic reports and flexible data extracts allow help desk and IT managers to track completion rates, staff loading, departmental utilization, etc. allowing them to better manage resources.

JobTraQ®'s accountability ensures that low-priority tasks no longer "fall between the cracks". A help desk manager is given access to the JobTraQ® system as an administrator. They are able to create, modify, assign and re-assign JobTraQ® "tickets" as well as managing the JobTraQ® system. Technicians are notified via email when they are assigned to new tickets. That email can be re-directed to cell-phones, and text-pagers, etc. to insure rapid deployment of resources to critical issues. JobTraQ®'s sophisticated sorting, searching, prioritization and scheduling features enable technicians to stay on top of a rapidly changing workload. The ability for users to create their own support requests is a feature that many organizations take advantage of to reduce the stress on busy help desks by offloading the manual process of entering low-priority support requests.

Users are able to attach files to JobTraQ® tickets allowing the upload of screen shots, error logs, etc. Technicians can close a ticket after attaching the "patch" file used to resolve a technical issue. This allows JobTraQ® to become a searchable knowledge base of solutions, providing team members with instant access, from anywhere, to the experience of peers with attached files providing deep insight and updated code to solve problems.

To standardize the process of request submission and to minimize the number of incoming requests for lab work status, JobTraQ® can be implemented to allow submission via wireless tablets, and extended to record digital signatures. Once requests are received, lab supervisors can prioritize and assign tasks and instantly notify technicians via pager and/or email. Once tests are started and completed, requestors can be notified real-time via email, cell phone text messages, pagers, or tablets as to the status and/or results.

With most hospitals running hard on minimal staff, building maintenance issues can become difficult to manage. JobTraQ® is a quick fit for this providing a solid means for making sure basic requests don't fall through the cracks when the big things come along. JobTraQ®'s scheduled tasks feature also allows for the creation of automatic reminders and accountability for routine building maintenance issues, inspections, etc. JobTraQ® informs concerned parties when requested service has been completed and provides a solid record of compliance and can help identify problem areas quickly.

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