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| HelpMate IT Desk |
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| HelpMate IT Desk enables your internal IT helpdesk to provide a level of service that improves the effectiveness of your business. ITDesk's asset management function provides you with the ability to manage and support your assets. |
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| Fast Multi-User Call Logging |
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| Calls to HelpMate ITDesk may be logged via the phone, e-mail or Web. ITDesk's contact logging screen ensure you can immediately identify customers' previous history with your company and any current outstanding issues that they may have at the time of logging their contact. |
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| Call Handling |
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| Enables your support teams to accept, progress and resolve calls. It is interfaced with appropriate modules and notification of calls can be via e-mail, fax or paging. |
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| Checklists & Scripting |
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| Allow you to pre-define questions and answers, which may aid in the resolution of the call immediately or aid in the collection of relevant information for the second line support teams. |
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| Scheduling |
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| Allows you to define personal or group to do lists by date. |
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| Knowledge Base |
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| HelpMate's knowledge base of known problems and solutions (from any number of sources) provides you with up to date information to help you resolve the call immediately. HelpMate's data mining tool, incorporated within its knowledge base continuously and automatically 'learns' as you use HelpMate. Put your knowledge base on the Web and let your customers and field engineers find the information themselves. |
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| Skill mix |
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| HelpMate will inform you of the most suitable team or individual that will possess the suitable skills to resolve the call. For example, network related calls can be assigned to the Network team. Hardware related calls can be assigned immediately to a third party. |
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| Call options |
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| The ability to forward, acquire and switch to other analysts' calls are available, but dependent on privileges |
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| Escalation |
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| Notification messages when certain events are triggered, such as 'late' actions against contacts, can be sent to you individually or a group of people. This ensures calls are never lost or forgotten. The messages can be in the form of e-mails or paging and mobile phone alerts, so that there is a warning mechanism in built to ensure that you meet your service standards. |
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| Asset Management |
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| Automatic retrieval of assets associated with customers. Details of service histories, hardware, software, maintenance contracts, associated with customers can be viewed on-line. Seamless links to LAN management and service management tools, such as SMS or Fprint, avoiding duplication of data.You can use it for hardware and software management, fleet management, facilities management and much more. |
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| Technical Sheets |
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| Allowing tailoring of fields for assets. These are pre-defined with an icon for easy definition. They allow you to record all the required information that you wish to record against particular assets. |
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| Asset Numbers |
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| Customisable, providing you with asset ranges and allowing you to define the asset number range for different sites and asset types and so on. |
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| Asset Locator |
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| Ability to locate assets; for example, those 'in stock', 'on-loan' or under repair.. |
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| Quick Change |
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| Ability to assign temporary assets to customers; this may be required when their asset needs repair. The management of the 'on loan' asset and 'under repair' asset is easily controlled. |
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| Work flow |
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| Action tracking and colour coded work lists automatically update as calls progress through the system, ensuring you are aware of the next process, and highlighting the calls that need actioning most urgently. |
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| Contact Monitor |
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| At a glance indication of the status of helpdesk calls, graphical representation of calls by category, team, individuals and SLA's. |
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| Asset Grouping |
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| Families of assets may be defined , a server may be accessed by many clients, a network may be linked to many servers and clients, a printer to many clients, for example. |
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| Software Licensing |
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| Ability to record software stock, usage and license numbers. Alerts when the usage exceeds the number of purchased licenses. |
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| Audit Trail |
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| Any event is automatically recorded against the asset when it occurs. For example, if an asset is moved from one location to the other, an audit trail exists detailing all locations. |
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| Maintenance Contract Monitoring |
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| Association of maintenance contracts and assets allows you to monitor the progress of a third party.
Automatic alerts can inform you of any change to the expected response or fix times. HelpMate ITDesk is smart enough to handle more than one contract simultaneously, as well as covering different working-time calendars to include shift work and other similar time schedules. |
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