Help Desk Software
SitehelpDesk
We are pleased to introduce the much acclaimed SiteHelpDesk suite... which is one of the most widely used help desk applications in the world.
The application is totally browser based. All staff in the organisation are given a simple call logging screen that may be accessed from a link on the company Intranet. This immediately takes two jobs away from the IT support staff. They are not interrupted from doing the job they were on as new issues arise and they do not have to initiate a call log. This also ensures all calls are actually logged and any interruptions may be quickly side stepped by asking the user to "please log a call". After all, a user wouldn't want their support to be pushed down by other people also asking for assistance.
Once a call is resolved support staff may access SiteHelpDesk from any browser and start the next call resolution without even having to return to base.
All users also have access to their own outstanding calls which they can drill down into and see who has been allocated the task, what SLA priority it has been given and the exact current status. To reduce the need for calls to be logged there are FAQ's readily available and even the knowledge base could be provided to staff to solve their own problems. A ticker on the call log screen can be used to inform staff of major system outages or known issues to pre-empt the need to log repetitive calls.
To assist the Support staff all calls are dealt with according to their SLA priorities which are traffic lighted to flag at Escalation (AMBER) and over SLA (RED).
The full features of SiteHelpdDesk are extensive and fully integrate into SiteNetDesk which provides all the record keeping requirement of an IT Department. For information on the features of the three products in the suite, see the options on the left hand side.
The use of ODBC compliant back end databases (Microsoft Access or MS SQL Server) ensures records may be integrated into other corporate systems.
At the end of the day all calls are logged which provides evidence of the hard work to managers who may review the SLA and call volumes graphically, in real time and from their browser.
The savings in effort and stress and recognition, results in a more content and stream lined support function.
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