Support Desk

Make your help desk more proactive and user-friendly with Support Desk.

Keeping on top of enquiries and ensuring that all problems and queries are handled by the right person and at the right time can be a costly and time consuming process.

Many companies experience difficulties in handling internal or external issues either because it falls into the wrong hands or because it comes down the list in a long line of priorities.

Support Desk allows you to save time and money by setting up a procedure that permits you to deal with your enquiries in a systematic and cost effective way. The Support Desk module allows companies to add, assign, catalogue, process, report and monitor all enquiries and because it has a built in rules based alert and escalation application they can be dealt with immediately. Users can use the sophisticated search facility to find previous similar cases.

The tab based structure, together with a colour coded graphical display with icons to indicate status, allows users to see a wide range of information at a glance.

Support Desk Module - Case List

Very powerful, yet simple to use and integrates with your Intranet

Support Desk provides a powerful way to manage and streamline your internal IT support.

Built in conjunction with helpdesk professionals Support desk allows quick and simple logging , classification, and prioritisation of cases. This can be done directly by the IT support team or by a member of staff directly using the Intranet “self service portal”.

Key information is always accessible no matter who you are. For staff with problems, they can track the status of their case anytime through the Intranet, thus reducing the number of “status” calls to the support team. For help desk managers there is a clear real time dashboard showing new cases, overall performance and specific exceptions that may need additional attention.

Support Desk Module - Ticket View

Key information to the right users at the right time

For help desk operatives, various views show their cases allowing them to quickly filter the information and determine the most important actions to carry out. Once viewing case details the integration to the Intranet comes into its own with a tabbed base interface allowing access to a knowledge base, search of previous cases, staff contact details along with the case log.

Support Desk also contains an asset tracking tool, here you can store essential details about corporate assets and log cases against them.

Key to the Support Desk are clear and concise reports. These reports allow managers to review performance and take early action accordingly.