Service Desk

Robust, integrated service desk and self-service portal

Improve the user experience with a robust, integrated service desk. Automated ticketing workflows and easy access to key data and functionality speed ticket resolution. Remote control eliminates expensive travel, and detailed reports help you track help desk performance and meet service-level agreements (SLAs). A user self-service portal further reduces IT workload by empowering users to solve many issues without ever submitting a ticket. Plus, give both users and IT access to service desk functionality from their mobile devices.

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Maximize user productivity with an integrated service desk and self-service portal.

Maximize user productivity with an integrated service desk and self-service portal.

Capabilities

Maximize user productivity and satisfaction with a service desk that offers robust incident management functionality, tight integration with other systems management capabilities and an intuitive self-service portal.

Integrated service desk

Maximize help desk efficiency and user satisfaction. The service desk software gives help desk staff access to context-sensitive information, such as device inventory and user history, to help them quickly resolve issues. They can also easily access systems management capabilities, such as deploying a software update or patch. All activities are tracked for easy SLA benchmarking and auditing.

Ticket management

Streamline ticket workflows and ensure you meet your SLAs. The service desk manager can maintain multiple support queues and rules to govern the assignment and flow of tickets, using factors such as skill set, location and current workload. You can set up escalation notifications to generate alerts if tickets are not promptly addressed, and set up parent-child relationships to structure larger work orders and automate closure of dependent tickets.

Reporting and SLA controls

Track help desk performance and improve SLA compliance. The support desk software automatically reports on changes in ticket status to appropriate parties and enables you to granularly define and track resolution timeframes. Pre-packaged reports and an intuitive custom report wizard make it easy to assess help desk workload and SLA compliance. Service desk tickets can also be archived for compliance audits and other purposes.

Remote control

Resolve issues without expensive travel or time-consuming desk-side visits. The help desk software includes out-of-the-box remote support via UltraVNC, and supports a variety of third-party remote control solutions, such as BomgarTM, DameWare®, NetOps and Windows Remote Desktop. Easy integration with Intel® vProTM technology provides enhanced remote management and recovery capabilities on PCs with vPro technology.

User portal

Reduce IT workload and enhance user productivity. The intuitive self-service portal enables users to access a flexible knowledge base, locate hardware and software inventory information for their systems, install IT-sanctioned software, and submit and view the status of their support tickets. Integration with Active Directory/LDAP enables secure user authentication, and users can seamlessly access the self-service portal with their corporate logon credentials.

Mobile access

Enable IT pros and end users alike to access appropriate IT service desk functionality from their AndroidTM and iOS devices. The free mobile app empowers help desk staff to review and respond in real time to service desk notifications, examine inventory details, and deploy software and patches from their mobile devices, while end users can submit service desk tickets, access the knowledge base and check the status of their existing tickets.

Context-sensitive expertise

Slash ticket volume and speed ticket resolution. The service desk is integrated with ITNinja.com, an independent IT administrator including a comprehensive database of systems management information and best practices. As a result, the service desk can provide context-relevant information that enables users to resolve many issues on their own, and helps IT staff quickly resolve the tickets that are submitted.

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