The availability of mission critical systems is key to the success of any modern organisation and to the productivity of the staff that use them. Ensuring this is the case relies on the ability of your IT support team to deliver an effective and timely response to issues as they arise.
NetSupport have over 20 years experience helping corporate and education customers implement effective service management practices through its range of compatible Desktop Management solutions.
Available to purchase as either a standalone solution or as part of the full NetSupport DNA Asset Management suite, NetSupport ServiceDesk helps you effortlessly track, organise, manage and answer the toughest desktop support challenges.
Web-based and fully compliant with the mandatory ITIL best-practice standards, NetSupport ServiceDesk provides your support team with the tools needed to manage customer expectations and minimise the amount of system downtime.
NetSupport ServiceDesk has been developed in accordance with the ITIL® Service Desk function described in OGC’s ITIL® Service Support book. With NetSupport ServiceDesk, implementing your ITIL compliant support desk needn’t be a time consuming and costly exercise. As a fully web-based solution there are no lengthy software installation procedures to follow and the required ITIL process architecture is built-in and ready to use without any training overheads.
As a fully web based system, NetSupport ServiceDesk requires no software pre-installation and provides an import wizard to allow for simple importing of user details from other external systems.
Knowing what hardware and software is installed on your user’s PC will help to reduce call escalation whilst increasing problem resolution. By integrating a 3rd party inventory solution – such as NetSupport DNA – you can use NetSupport ServiceDesk to obtain a full inventory for each of your users’ systems, together with an ongoing history by user for all previous support requests. NetSupport ServiceDesk empowers your help desk operators, giving them the information needed to deal with more requests in less time.
As every organization is unique, possessing different requirements, NetSupport ServiceDesk allows for the customisation of many key features within the solution. From operator functionality to the creation of specific data entry fields, NetSupport ServiceDesk can be tailored to fit seamlessly into your organisation.
Because no two organisations are the same and therefore rely on different critical systems to remain competitive and efficient, NetSupport ServiceDesk allows for automatic priority assignment of incident types. For example, an item relating to “Server Failure” can be automatically assigned “Urgent Priority” status and allocated to the “Server” specialist within the Help Desk team.
Use the real time corporate status reports to gauge the effectiveness of how support requests are being managed and maintained. Encouraging the improved productivity of the help desk is only half the challenge. Educating your users to reduce the frequency of future support requests is equally important. With NetSupport ServiceDesk, users are able to search for answers before logging a support request and check and review on-line the status of their Help Desk ticket.
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