IT Help Desk

Summary

A web-based Help Desk application to aid a busy IT department with their work load.

Description

The system provides an easy to use interface for members of staff to create support requests. The administration interface enables engineers and administrators to create their own personalised worklists to see at a glance outstanding jobs in various categories.

Setup Options

• Create hierarchical Categories.
• Maintain lists of Departments, Locations, Job Titles.
• Create personalised email templates for sending emails from the Help Desk.
• Maintain lists of task status types, types of action, reasons for closing tasks.

Communication Features

• Easily send personalised emails via the system.

Task / Support Request Tracking

• Customisable workspace giving quick access to all jobs within the system.
• Every action is recorded and can be viewed via a detail report.
• Export data in different formats.
• Add file attachments and send emails to customers and engineers.

IT Asset Management

• Manage IT assets and associated software.
• Assign assets to Contacts, Departments or to an Asset Pool (unassigned assets).
• Maintain categories for OS types, hardware types, and PC types.

Project Management

• Projects module is used to assign tasks to projects and view work-in-progress reports.

Personalisation

• Engineers and Administrators can create their own personalised information filters.
• Control how information is presented - select fields for display in work lists.

Contact Management

• Import information via CSV file.
• View all assets for a contact and their department.
• Contact can be one of a number of roles - "user", "engineer", "administrator".

Benefits

• Easy to use interface for system administrators and engineers.
• No desktop components need to be installed - 100% server based.
• Full audit history for all support requests going through the system.
• Personalisation and templating system means that display and emailing options are very flexible.
• No "lock-in" - the data can be easily exported to a number of formats.

Screenshots

Coming soon