Help Desk Management

Features:

• Integrated with RAMI’s asset register, which maintains a database of fixed assets, inventory registers, software licenses and the user associated with each ‘item’.
• Manages Service Level Agreements with suppliers and independent service providers.
• Cases may be solved and closed immediately where only advice is being sought (“How do I…”), by using help desk experience, historic user problems, a history of problems with similar items, and a built-in Help4000 knowledge base.
• When a case cannot be solved at once, an action plan is generated to ensure that regular progress statements are sent (telephone, email) to the user; an escalation plan may also be generated if the problem needs to be referred elsewhere, for example, to the Facilities Management Department or to a Software supplier.
• Emails, e-faxes and work orders (to service suppliers) can be sent automatically; Help4000 users are notified of all overdue actions and levels of management can be similarly advised on an agreed time sequence (after 4 hours, after 1 day, etc).