SupportDesk ICT Service Support - Benefits

Resource Management

• Resource management functionality ensures ICT Support Staff are not double-booked by checking their calendar for existing tasks, activities or holidays.
  
  
• Teachers are made aware of potential conflicts with ICT Support Staffs existing schedule so that alternative arrangements can be made.
  
  
• ICT Support Staff administrators can specify which items within the service desk have an impact on resources such as Future Activities, Change Request Tasks, Holidays and Closed Days.
  
  
• A new ICT Support Staff resource calendar is provided so that each appointment and task can be visualised within a single, easy-to-use interface.

Microsoft Outlook Integration

• Records can now be displayed with activities and tasks in your Microsoft Outlook calendar.
  
  
• ICT Support Staff can choose to create Outlook-based appointments and tasks further increasing productivity and ensuring that key tasks remain visible.

Change Management

• Integral component of the SupportDesk Client - no additional licensing requirements
  
  
• Raise Requests for Change (RFC) against Incidents, Problems and any Configuration Item, including users, computers and locations
  
  
• Voting system for RFCs to be approved by nominated users
  
  
• Automatic notification of successful implementation of change
  
  
• Record the financial cost of changes
  
  
• Central configuration of change process through the Setup Console

Customer Satisfaction Survey

• Gather feed-back from teachers about any aspect of Customer service
  
  
• User-definable questionnaires sent via email
  
  
• Send surveys on demand to individuals or groups
  
  
• Create survey groups based on pre-defined selection criteria
  
  
• Essential information for service performance measurement

Active Directory™ Quick Setup

• Easily import information about computers and user from Microsoft® Active Directory
  
  
• Load an existing extraction XML file at the start of the Quick Setup Wizard
  
  
• Small icons allow more visibility of the tree structure

Time Zone Feature

• Define the Time Zone where the SupportDesk server or Service Desk is located
  
  
• With Time Zone recognition turned on, time fields in both the Web Interface and Windows Client have a time zone suffix added (e.g.GMT+1)
  
  
• ICT Support Staff and teachers using the Web Interface see the actual times of Incidents and Service Level Agreements

Resolution Codes

• ICT Support Staff can now select from a list of Resolution Codes
  
  
• Provides statistical reporting on how calls are being resolved, e.g. Resolved by User, Software Fix, Hardware Fix, No Resolution Available, Resolved By Third Party, User Training, Closed With No Resolve
  
  
• Easier to analyse how Incidents are resolved

Sign-On Capabilities

• Reserved Sign-On allows Administrators to allocate named-user accounts to ensure system availability to ICT Support Staff that require continuous access
  
  
• Single Sign-On enables users to automatically login to SupportDesk using pass-through authentication

Incident Information Capture

• Create User Definable Fields (UDFs) to customise the capture of data within Incidents
  
  
• Create multiple UDF Styles with an unrestricted number of UDF fields
  
  
• UDF fields can be set to free text entry and/or select from a list
  
  
• UDF selection lists can be pre-populated, including imports from other fields and CSV files
  
  
• Individual UDF fields can be set as optional or mandatory