Corporate sector

With a 30-year development pedigree and an installation base of eighteen million systems, NetSupport’s innovative solutions are trusted by corporate service desks worldwide to aid in the day-to-day management of their IT infrastructures and, of course, to help maintain a healthy relationship with their customers.

NetSupport ServiceDesk simplifies and streamlines the IT support process – from initial request to final resolution – and integrates easily with NetSupport DNA (IT Asset Management) and NetSupport Manager (Remote Control) to give support teams the perfect mix of compatible network management tools.

Key benefits:

Time saving

  • Intuitive browser-based console simplifies support desk management.
  • Clearly defined ownership of issues, leading to faster problem resolution.
  • Automate repetitive helpdesk tasks.
  • Simplify incident logging with pre-populated service request templates.
  • Active Directory synchronisation for effective ongoing user management.

Custom solution

  • Add custom data fields to fit with your organisation’s specific requirements.
  • Customised help request logging.
  • Customised Operator functionality.
  • Create custom status reports.

 

Improve efficiency

  • 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.
  • Automated incoming/outgoing email processing.
  • Customer-friendly self-service portal reduces volume of reported issues.

Information delivery

  • Powerful reports dashboard supported by a range of pre-defined or custom management reports – tabular and graph format.
  • Full history of supporting notes attached to each incident with source identifiers.
  • Use in conjunction with NetSupport DNA to retrieve a real-time hardware/software inventory from a target PC to aid in problem resolution.

NetSupport ServiceDesk is great for helping us identify patterns in the types of issues being reported … it has made a big difference to both the service we provide and how we manage reported issues.

– Warrington Collegiate

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