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Netsupport ServiceDesk

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NetSupport ServiceDesk – Browser-based Helpdesk

Technology plays a vital part in any organisation’s success – and at the heart of any reliable and effective IT environment is the helpdesk. 

Easily integrated into your existing IT infrastructure, NetSupport ServiceDesk delivers the processes needed to help you effortlessly track, organise, manage and answer the toughest support challenges. Its fully customisable and intuitive browser-based interface supports both desktop and mobile platforms and delivers robust workflow processes. It also supplies a wealth of management reports as well as providing a customer-friendly self-service portal – all the tools needed to help technicians deliver support effectively..

Features

With the server installed on any Windows PC and utilising Microsoft SQL Server technology, you can access NetSupport ServiceDesk  through a web browser from your desktop or mobile device, helping to minimise the amount of system downtime whilst providing effective support for all users of IT assets.

Suited to any type of organisation, regardless of its size, NetSupport ServiceDesk supports the key areas of ITIL’s best practice framework: Incident, Problem, Change and Service Level Management. It also has the added benefit of integrating easily with our IT Asset Management (ITAM) suite, NetSupport DNA, and remote access solution, NetSupport Manager, to give support teams a complete network management toolkit.

Education sector

In recent years, education has invested massively in technology – both in and out of the classroom. Providing effective support for users of IT assets is therefore high on the agenda for the modern school, college or university. The days when logging an incident relied upon bumping into the “IT guy” in the corridor are long gone; today a much more sophisticated approach is needed!

From the developers of the award-winning classroom management tool, NetSupport School, NetSupport ServiceDesk responds to your daily support challenges by providing the processes needed to help you minimise downtime of your critical classroom and back office systems – all wrapped in an intuitive and easily accessible browser-based interface.

 Time saving

  • Staff/Teachers can log incidents online 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.
  • Staff can access pre-populated incident templates.
  • Automated handling of incoming/outgoing emails.

 Custom solution

  • Customisable interface to fit with your school’s requirements.
  • Customised Operator functionality.
  • Automated notifications based on pre-defined rules.
  • Create custom status reports.
  • User management including Active Directory integration.

 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.

 Information delivery

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

Corporate sector

With a 31-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.

Supporting the essential ITIL processes (Incident, Problem, Change and Service Level Management) NetSupport ServiceDesk simplifies and streamlines the IT support process – from initial request to final resolution, ensuring your support team can effectively manage customer expectations and minimise the amount of system downtime. It also 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.

With a fully customisable and intuitive web-based interface that supports both desktop and mobile platforms, robust workflow processes, a wealth of management reports and a customer-friendly self-service portal, NetSupport ServiceDesk is guaranteed to take the strain out of service delivery!

 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.

Customise NetSupport ServiceDesk

NetSupport ServiceDesk allows for the customisation of many key features within the solution so it can be tailored to fit seamlessly into your organisation. From operator functionality to the creation of specific data entry fields, NetSupport ServiceDesk can be tailored to fit seamlessly into your organisation.

  • Custom Data Designer allowing for customised data fields.
  • Profiled Operator access and customised functionality.
  • Streamlined creation of a solutions database to aid future help requests.
  • Use the intuitive design tool available to administrators to add custom
  • data items to records.
  • Custom report designer.
  • Personalised “Home” page based on each operator’s individual
  • requirements.
  • Personalised “Exit” pages.
  • Multi-lingual user interface.