With the server installed on any Windows PC and utilising Microsoft SQL Server technology, NetSupport ServiceDesk can be accessed through a web browser by any user from their desktop or mobile device.
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 third 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 helpdesk operators, giving them the information needed to deal with more requests in less time.
As every organisation is unique, 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.
No two organisations are the same, relying on different critical systems to remain competitive and efficient. Powerful and customisable workflow rules help ensure delivery of an efficient and timely service in line with agreed service levels. A typical example would be the automatic priority assignment of incident types – an item relating to “Server Failure” can be automatically assigned “Urgent Priority” status and allocated to the Server specialist within the support team. Automated email processing is another key time-saving feature of the product, helping to keep all parties fully informed throughout the process.
Information is, of course, key if you are to gauge the effectiveness of how support requests are being managed and maintained. NetSupport ServiceDesk offers a wealth of real-time status reports as well as a custom report designer.
Encouraging the improved productivity of the helpdesk is only half the challenge; educating your users to reduce the frequency of future support requests is equally important. With NetSupport ServiceDesk’s customer-friendly self-service portal, users are able to search for answers before logging a support request and can check and review the status of their incident online.