Introduction and support of the Helpdesk system

Help Desk software is an information system for the organization of the support to users of technology products and services.

Maincomponents

  • the control system of incidents (tickets, inquiries);
  • service of reception and registration of inquiries from users (by means of phone, e-mail or the website);
  • service of the notification about the change of the status of inquiry.

Help Desk will organize a uniform point of the address to IT specialists in which the user doesn’t have the need to understand a key part of the problem to transfer her to the specific expert or to solve independently. Rendering technical support to users becomes ordered, fast and effective.

AdvantagesofHelpDesk

  • Conveniencetotheuser

It is a convenient way of the request for the help to technical support specialists. It is enough to create a case in any way of communication in which the short description of the arisen problem will be stated and to wait for her decision the profile expert.

  • Conveniencefor IT specialists

The service provides technical support – it is the tool for registration of inquiries and delivery of tasks for their decision, the purpose of priorities depending on the type of the address and other circumstances, escalation of the solution of inquiry to profile experts.

  • Controlofresources

Introduction of service allows exercising control of the inquiry execution process, to estimate the spent time and human resources. The user can receive notices of change of the status of the address and the precise nobility when the problem is solved.

● Easyintroduction

The service Helpdesk is added to the available IT infrastructure as a separate element, therefore, doesn’t demand difficult integration or the description of the developed IT processes. It can be developed as an independent local or an online service and can be a part of expanded and more functional service Service Desk.

Introduction of Helpdesk on the basis of the multipurpose platform of automation of IT processes can become the first step to transition to the model of granting IT as services.

  • Controlofassets

Knowledge of delay and use of IT assets allows to operate effectively them, to have the complete idea of communications between the equipment, information systems, the software and computer networks for the fast solution of the arising problems and inquiries.

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