Web Based Helpdesk
The average Helpdesk Support operator receives 107 support
calls per week...with the average first level help desk
call taking 5.5 minutes. 61% of these calls move to an
escalation procedure and take in excess of 10 minutes"
Helpdesk Institute
Every organisation
depends in part on its IT infrastructure to remain competitive
and efficient. Minimising the amount of system downtime
is essential together with ensuring an effective solution
is in place to assist and support users of IT assets.
Reduce the TCO (Total Cost of Ownership) by decreasing
the number of vendors you are managing, improving
help desk support, enforcing configuration standards
and effectively migrating to new technologies.
Track and manage licenses using the inventory and
application metering functionality. Identify illegal
and unused software, providing the necessary knowledge
to purchase the optimum number of licenses for your
enterprise.
Developed in accordance with the ITIL® Service Desk
function described in OGC's ITIL® Service Support
book.
Ensure compliance with corporate configuration standards
using the software metering capability to identify
and maintain standard desktop configurations and those
that fall out of compliance even during server downtimes.
Plan and budget for migrations, ensuring that any
desktop changes needed to support an upgrade are effected.
DNA allows you to procure the components in advance,
plan the work and ensure the installation team is
fully prepared at the point of upgrade.
Effective Security Management for identification
of missing computer assets such as CD-ROMs, memory,
hard drives and even entire computer systems.
Reduce the need for costly physical inventories
by removing the need to visit each desktop.
Assisting with Disaster Recovery by transferring
the IT information collected by DNA to your contingency
plans, identifying where critical users and revenue
related PCs are located.
Virus prevention and remedial activities are essential
for any enterprise. As DNA works independently of
your e-mail server, periodic updates can be distributed
to your users even during a virus crisis.
Features
Available as a standalone application or as an integrated
module of DNA, NetSupport Helpdesk is a powerful and
wholly web based solution providing detailed recording
and tracking of user Help Requests. NetSupport Helpdesk
features advanced implementation of ITIL processes.
Ticket Management
Automatic assignment of tickets to operators based
on pre-defined customer rules based on either Problem
Type or User Type.
Automatic escalation of ticket status based on customer
specific rules.
Structured notes history for a ticket with source
identifiers (telephone, email and more) for each additional
entry within the ticket lifecycle.
Full Hardware and Software Inventory information
for each user's system.
Attach, store and associate files to a Ticket.
Automatic priority assignment for new tickets.
Record time spent when updating tickets, and view
total time usage in the main ticket record.
Prioritised Help Requests for users and ticket types
together with easy operator allocation.
Help Request Logging with customisable categories
for easy input.
End users can raise help requests on-line and review
current status in real time.
User Management
Active Directory integration.
Import users / Microsoft Active Directory into the
Helpdesk database.
Allow end users to generate Helpdesk logon Accounts
or restrict generation of end user accounts to
Administrators and Helpdesk operators.
Importing user departments and companies from other
systems into the NetSupport Helpdesk.
Integration
Direct integration with DNA Suite Inventory and
departmental information.
Direct integration with Remote control.
Customisation
Custom Data Designer allowing for customised data
fields.
Profiled Operator access and customised functionality.
Streamlined creation of a solutions database to
aid future help requests.
Use the intuitive design tool available to administrators
to add custom data items to trouble ticket records.
Multilingual user interface
Reporting
Real Time Corporate Status reports - Total Calls
in, Status of Calls, Average resolution time and more.
Ongoing history by user for all previous support
requests.
Real Time Dashboard showing a rolling display of
current ticket statistics.
Escalations & Notifications
Send Email Notifications using fully customisable
email templates.
Automatic escalation of ticket based on customer
specific rules.
