DeskCenter USA Management Suite works off a single database for all its applications unlike most of its competitors
DeskCenter Helpdesk ensures a good documentation of your internal workflows and helps you to evaluate and stay in compliance with defined processes. At the same time, it is a perfect tool for support and controlling. All information about employees and assets can be accessed directly. DeskCenter Helpdesk detects service queries of users and supports the creation of trouble tickets for the service staff. Recurring events can also be handled effectively.
In order to increase the support performance, all departments involved can be integrated into the process chain. It helps the team follow the appropriate workflows and processes and provides the information needed to improve support effectiveness and desktop portfolio management.
Ideally, the Helpdesk should be used in combination with DeskCenter Real-time System Management, which offers a wide variety of useful remote functions. DeskCenter Service Calendar is another valuable extension for the Helpdesk. Using this, you can assign the appointments of your service staff directly to the associated Helpdesk tickets.
The web console DeskCenter.Web offers two options for creating Helpdesk tickets: Users can create own tickets and access their ticket history; Helpdesk staff can create tickets for any user or system. To do so, the Helpdesk staff can use ticket templates and access all the information that is also available in the ticket center of the DeskCenter System Manager. With customized input masks you can decide which information the user has to fill out.
Tickets cannot only be created; they can also be linked to users, systems or components. Several tickets for groups of users or assets can be created with one mouse click. The end user has direct access to the web console DeskCenter .Web to report problems. DeskCenter .Web supports login via Windows authentication.
Manage you tickets faster with well structured receiving, accurately assignment and flexible work mechanisms. Tickets can be close by the user for example to avoid double or unnecessary handling. Already closed ticket can be reactivated the same way to add on to the existing problem. You also can assign tickets to a defined service employee. With the comment function you can document all ticket information and ticket changes. With help of POP3 connectors and IMAP support you can manage different E-Mail accounts parallel.
With the DeskCenter Helpdesk solution you not only solve problems, you also can evaluate the work performed by the support team. For that purpose, you can evaluate processes and appointments.
Escalation and workflow Management
Requests or issues that are registered automatically or sent by the user can be classified directly. The category taxonomy can be defined by the customer depending on the infrastructure.
DeskCenter Helpdesk not only supports the registration of requests or issues, but also helps to manage attached files and work processes. Additionally, it tracks cost and time expenditure for tickets and associates them with the appropriate cost centers.
Escalation capabilities help to ensure rapid resolution of even the toughest problems. The DeskCenter Management Suite makes it possible to define and implement workflows and escalation processes. It offers multiple options to create templates for tickets and emails.
For further information or demo contact 516 442-1509 or visit www.deskenterusa.com
About DeskCenter® USA, Inc.
The DeskCenter® USA is a global software company. The leading technology platform "DeskCenter ® Management Suite has all requirements for complete IT service management. This includes IT Asset Management, License Management, Software Deployment and OS Deployment as well as reporting, a User Help Desk and an extensive Real Time System Management. With an attractive partner program, the product is the ideal solution for system houses and system integrators who want to offer innovative managed services. This rapidly growing company has more than 700 customers including Volkswagen, Lufthansa AirPlus and PricewaterhouseCooper. The award-winning software company is best known for its outstanding customer support, its pricing structures and the inclusion of its customers in the development process.