• Staff/Teachers can log incidents on-line and review current status in real time

• Teaching staff receive a quicker resolution to incidents

• Staff can search for a solution before logging an incident

• Automated handling of incoming/outgoing emails

• Customisable interface to fit with your school's requirements

• Customised Operator functionality

• Automated notifications based on pre-defined rules

• User management including Active Directory integration

• Technicians have a prioritised fault list

• Link related items to avoid duplicated effort

• Assign incidents to a specific technician based on pre-defined rules

• Automatic escalation processes

• Hardware Inventory

• Software Inventory

• Powerful range of status reports - tabular and graph format

• Incident Notes History with Source Identifiers

Powerful ICT Service Management Solution for Education

Developed with our IT service support expertise, NetSupport ServiceDesk enables academic institutions to deliver, fast, effective and measurable support for both teaching and ICT support staff.

Incidents can be raised via e-mail or logged directly into NetSupport ServiceDesk, providing a clear and simple method for registering, centrally managing and reporting on the progress of all support requests.

NetSupport ServiceDesk enables the delivery of a fully managed support function across your educational establishment while providing the ICT support staff with the required tools to enable them to do their job effectively.

Conforms to ITIL® and FITS best practices for Service Support, individual features can be enabled as needed, allowing a structured approach to implementing these frameworks to meet the specific requirements of your educational establishment.

FITS clearly defines the management processes required to record, track and manage technical issues ensuring that all ICT technician roles, responsibilities and tasks are clearly defined. NetSupport ServiceDesk delivers all of the key elements of FITS service support for the help desk listed below:

• Incident Management

• Problem Management

• Service Level Management

• Inventory and Contact Management

• Knowledge Management.

• Logging and Tracking via E-Mail