Help Desk Employee Scheduling
Easily Match Agents to Peak Calling Times
Snap Schedule lets you schedule help desk agents with the right skills at precisely the right times.
See How It Works
“I’m a big believer in Snap Schedule. It’s the answer to all of United Answering’s scheduling needs. It eliminates all the stress and headache of scheduling and is an absolute joy to use.”
“Drag and drop scheduling has reduced my previous 14 hours of scheduling time to 8 hours – even including our constant changes. That’s 6 ‘new’ hours I have to help users and coach staff in technology and customer solutions.”
What Can Snap Schedule Do For Me?
Use Snap Schedule help desk employee scheduling software to design the best possible shift schedules that meet both your customers’ and employee’s needs.
Running a successful help desk requires getting the right number of agents and support professionals in place at precisely the right times. Staffing too many help desk agents needlessly drives up costs and staffing too few at peak times causes your service level to suffer. Snap Schedule employee scheduling software helps you precisely schedule your help desk agents when they are needed while complying with constraints on their availability, work hour limits, and labor costs.
Easily arrange or make changes to shift schedules to accommodate your help desk’s fluctuating call-in times to deliver the level of performance your customers expect, while factoring in employee schedule requests.
Key Scheduling, Labor Cost Control, and Reporting Features
- Create schedules in a snap
Drag-and-drop to easily assign shifts, mark time-off, move or copy assignments for your help desk employees. Track all training, vacation, sick leave, and other off-work requests.
- Assign shifts to help desk employees in multiple locations & areas
Define as many locations/departments as you like and authorize your help desk employees to work at certain locations but not others. Filter/sort work schedules and reports based on locations.
- Assign breaks, duties, and tasks within each shift
Visually assign breaks, duties, and tasks of any length from one minute to several hours with a simple drag-and-drop.
- Find best fit help desk employees or substitutes
Easily find qualified and eligible help desk employees to fill open shifts based on availability, position, skill, labor cost, work hour limits, seniority and other criteria.
- Avoid scheduling conflicts
Detect and alert all sorts of schedule conflicts like overlapping shifts, lacking required skills, minimum rest period, or too many overtime hours. Any conflict will be clearly flagged, and color-coded on schedule views.
- Up-to-date help desk employee availability, skill level and expiration
Help desk employees can enter availability information for each day of the week and restrictions that should be considered when creating and managing schedules. Avoid over/under staffing a shift with people you need by skills and get an alert when an employee’s skill or certificatio is about to expire.
- Ensure adequate shift coverage
Show the number of help desk employees scheduled in each shift by position, skill, or reason so you can quickly see if any position is over/under staffed while making shift assignments.
- Handle overtime, shift premium and incentive pay
Flexible pay rules to compute overtime and extra pay to help desk employees working on public holidays, certain days or hours of the day, irregular shifts, etc.
- Comply with labor rules and collective agreements
Avoid grievances and ensure compliance to collective bargaining agreements, HR policies, labor and working time regulations. When filling an open shift, you can use multiple criteria to narrow down the number of eligible help desk employees.
- Time sheet data for payroll
Adjust the shift’s scheduled start and end times to reflect the actual time worked and instantly see the revised hours and costs. Add notes and reasons to record or explain deviations and provide time card data for payroll.
- Make informed decisions based on up-to-date data
Use a comprehensive set of 49 reports to analyze scheduling data; prepare management records; and track help desk employee activities, assignments, costs, and time-offs.
- Publish schedules
Easily publish shift schedules, calendars, and any report in PDF and a variety of other formats. Automatically email work schedules (in text or iCalendar file format) to help desk employees and/or their supervisors.
It's Easy To get Started!
Help Desk Employee Self-Service Features
- View work schedule from anywhere, anytime
From home to business, from desktop to mobile devices, your help desk employees have 24/7 access to schedule data. You control who will be allowed access and which employee self-service features will be enabled for your operations.
- Request time off
Help desk employees can make time off/vacation requests and schedulers can track, manage, approve, or deny those requests. Employees can see the approval status and are automatically alerted when their request is approved or rejected via an iOS/Android in-app notification.
- Self-scheduling with Open Shifts
Empower your help desk employees by letting them self-schedule with Open Shift. Schedulers can simply create an open shift for a position and specify the shift and the required number of employees and skills. Qualified help desk employees can view open shifts and bid for the shift they like.
- Shift trade/pick up
Allow automatic shift trading with or without a scheduler’s approval. Help desk employees can post their shifts for trade and coworkers who are eligible to work the shift can make pickup or swap offers. Posting employees can select any number of qualified coworkers to invite bids.
- Punch in/out
Help desk employees can punch in and out of their assigned shifts and you can set the time window for when employees are allowed to punch in or out. Schedulers can see the punch data in real-time or use the data to report the variances between planned and actual work hours and costs.
- View time card information
Help desk employees can view their planned and actual work hours for the current, previous, or next payroll cycle. On-call, overtime, paid and unpaid time-off hours are also presented.
- Update availability and contact information
Save time and stay up-to-date by allowing help desk employees to update their own contact information and availability. Employees can enter their availability information for each day of the week and in multiple time segments as needed. Snap Schedule uses this information to help schedulers select the best available employees to fill shifts.
- Look up coworkers
Help desk employees can look up coworkers’ contact information to call, text, or email. Schedulers decide whom to include or exclude from the directory.
Get a Personalized Demo
Our product specialists will customize a demo that addresses each challenge, question, and goal you have—all at your convenience.
Frequently Asked Questions
Contrast the ease of use and thoroughness of Snap Schedule’s scheduling functions to those in your current solution. Then look at all the other tasks Snap Schedule does for you like help desk employee information management, emailing, overtime and labor costs monitoring, management reporting, etc. Every scheduling chore that now takes you three or four administrative minutes—and add up to hours—can suddenly take you seconds.