HELPDESK. Electronic Management System of Technical Assistance Requests

Transcription

1 HELPDESK Electronic Management System of Technical Assistance Requests What does it do for You? Increases efficiency of assistance activity by process structuring, standardizing and automation, reducing to a minimum the time assigned to these activities; sensitive reduction of request initiation time by automatic ticket generation out of e- mail messages and by Active Directory authentication integration, without user s additional login; increased problem solving speed due to parallel processing of one ore more issues included in one ticket by several members of the support team; ensuring fast access to request originating computer by Remote Assistance Integrated System, it s IP address being automatically captured even for posted tickets; ensuring remote and real time access to Knowledge Base as well as to the entire application both to persons requiring assistance and those supplying it; activity tracking through request level logging, performance indicators and activity reports on assitance providers /category of problems; easy system administration due to centralized architecture which also leads to cost reduction and increased efficiency in application management and system maintenance.

2 Characteristics accessibility simple WEB interface, generated tickets, WAN and internet access efficiency multi-assignation, co-assignation, IP address capture, integrated remote assistance, automatic notices quick data access knowledge base including also solved requests requests classification by status, priority, category, group assignement, individual permissions management centralized, KPI, reports, SLA communications , attachments, export, print integration Active Directory, LOB app. platform MOSS, MS SQL Main Features Knowledge base Q Assist - Helpdesk incorporates a knowledge base where both significant cases and relevant articles or documents are stored in order to be examined by assisted persons. The system offers keywords based filtering, content type based classification and free text search in subject and content areas of the articles. Creation of tickets from the Browser interface or from the

3 Requests generation Q assist - Helpdesk offers the possibility of generating real time assistance requests through browser interface which can be accessed both from inside and outside the organization and also by automatic ticket generation out of sent requests. Priority Specification IP capture of the request originating workstation Attached files Management of personal requests and subordinates requests Q assist - Helpdesk places at users disposal a simple, friendly interface, which allows real time management of tickets own comments answer to additional information requests voluntary ticket closing ticket closing upon task manager request

4 Assistance process - View Q assist - Helpdesk offers task managers real time views of tickets information they are assigned or co-assigned to, directly or by group medmbership, according to competence area and/or specific assignment List view: initiator status priority assigned persons/groups co-assigned persons/groups IP address of the originating workstation Available reply and processing time intervals Detailed view: Log Content Comments Initiator s details Assigned/co-assigned persons details Assistance process - Solving Q assist - Helpdesk offers task managers a series of assistance activity specific tools Open/download of attached files Classification into categories Attachment /delete of new files Priority change Adding comments (ticket update) Assignation to task managers (users and/or groups) Co-assignation to users and/or groups Initiator s notice regarding comments addition Placing the ticket in waiting forinitiator answer state Ticket closing proposal time spent with initiator will be subtracted from ticket processing time; ticket automatic closing procedure in absence of an answer within a predefined time interval Marking for nowledge base

5 Assistance process Remote assistance Q assist - Helpdesk offers Unsolicited Remote Assistance at the IP address from where the ticket was initiated... By a simple click on the automatically captured IP address Assistance process Requests searching by multiple criteria with the possibility of filtering/grouping and refine search in the obtained results set

6 Communication between initiator and and task managers as well as between task managers themselves can take place in several ways notices Messenger and/or verbal communication within Remote Assistance sessions OCS/Lync Instant Messaging/Voice Inside ticket Comments Performance level tracking according to SLA requirements Statements, performance indicators and activity reports either predefined or customizable by the beneficiary or developed upon request by the producer; s notices to activity supervisors in case of SLA timeouts exceding; ticket level response and processing time logging along with user actions and status changes.

7 Data exchange with external sources and applications from tickets, lists, reports, statements, KPI to Excel, PDF and external data sources... from Active Directory, LOB databases, Excel files to variable lists, options, tickets... System administration Centralized administration through browser interface of all application segments: Database management Key words management Ssystem parameters configuration Categories management Calendar management KPI management Information access control Users and Groups Permissions Audience levels

8 Your Benefits An optimized assistance process Fast (real time) Efficient (structured) Controlled (acc. to SLA) WITH MINIMUM OPERATIONAL COSTS Easy to administrate (centralized) For details please contact us: Tel ;