The role of the Helpdesk is crucial in managing the allocation of corporate services. Hence an efficient Helpdesk is essential to the success of any organization. Systsoft Systems & Software has created ProTrack, keeping the requirements and challenges of managing a Helpdesk efficiently in focus. Built on the Microsoft .NET technology some of its key features include
- Users enter requests for services to support helpdesk
- Automatic / Manual allocation of work to staff
- Transfer / Sub allocation of work can be done
- Information can be exchanged between staff & users
- Status & work done on requests visible to stakeholders
- Two levels of escalation available based on rules
- Timesheet management of staff
- Company Holiday list & individual staff's leave calendars
- Single sign on integration with Microsoft Active Directory
- User Role based menu security
Benefits
- Reduction in delays - Immediate Call Allocation
- More Transparency - Single Online View of Call Status
- Reduction in Coordination Effort - Built in Workflow
- Effective Resource Management – Timesheets & Escalation
- Simplicity - Single Sign On for Users
- Quick Deployment & Easy Maintainability - Flexibility in Configuration
