SupportDesk Self Service Portal - Introduction
SupportDesk Self Service Portal enhances your support levels by allowing online self service for logging and tracking of help desk incidents via a web browser.
Staff are provided with their own username and password; enabling them to securely login to the self service portal environment via their web-browser.
The benefits include:
- 24/7 access to service desk information - enabling staff to view help desk information even during hours when the service desk is closed or too busy to respond to queries immediately.
- An enhanced user experience - by seeing the actual progress of their incidents in real-time. Incident screens provide access to track and see status updates of support requests ensuring staff are kept fully up-to-date and are able to provide additional information as required throughout an incident’s life-cycle.
Click to enlarge - Fully configurable solution - designed to meet the specific support needs of departmental groups. The look and feel of the interface is modified through the use of templates and style sheets. These provide the capability to modify the layout, logos, colour schemes, buttons and fonts making each user group experience unique to them. This can be fully automated by recognising the user domain from their e-mail address and automatically determining the optimum configuration for them. Making the solution particularly appropriate to Manage staff support for multiple sites.
- A reduced workload on your help desk and staff - Because your staff take responsibility for logging their own incidents; the call volumes experienced by service desk operators is reduced; resulting in less of an overhead on your support staff.
- Proven multi channel incident management - the Self Service Portal is fully integrated with SupportDesk ensuring a centrally managed solution with all staff interaction visible to the required members of the support team.
- Scalability - through best practice architecture based on .NET and Microsoft IIS platforms provides a scalable solution capable of supporting multiple concurrent sessions.
Click here to download the SupportDesk Self Service Portal Data Sheet >>>
