NetSupport Service Desk

NetSupportServiceDesk helps you effortlessly track, organise, manage and answer the toughest desktop support challenges. Web-based and fully compliant with the mandatory ITIL best-practice standards, NetSupportServiceDesk provides your Service Desk with the tools needed to manage customer expectations and minimise the amount of system downtime.

Key Features:

  • Incident Management
  • Customers can log incidents on-line and review current status in real time.
  • Automated Incoming/Outgoing email processing.
  • Automatic assignment of incidents to operators based on pre-defined customer rules for either Problem Type or User Type.
  • Automatic escalation of incidents based on customer specific rules.
  • Structured notes history for an incident with source identifiers (telephone, email and more) for each additional entry within the items lifecycle.
  • Full Hardware and Software Inventory information for each user's system.
  • Attach, store and associate files to an incident.
  • Avoid duplicating effort by connecting multiple related incidents.
  • Automatic priority assignment for new incidents.
  • Accurate recording of time spent dealing with incidents.
  • Prioritised Help Requests for users and incident types together with easy operator allocation.
  • Help Request Logging with customisable categories for easy input.
  • Pre-populated Solutions database enables customers to search for an answer before they log an incident.
  • Problem Management
    NetSupportServiceDesk enables you to proactively investigate and resolve the root cause of issues, leading to:
  • Improved reliability of Services.
  • A reduction in the volume of reported incidents thus lightening the load on your Service Desk.
  • Delivery of permanent solutions rather than constant workarounds.
  • Improved customer satisfaction.
  • Increased knowledge within the service desk.
  • Change Management
  • NetSupportServiceDesk helps you introduce a set of defined methods and procedures for the efficient and prompt handling of change requests.
  • Automated workflow processes ensure appropriate communication, reporting and approval mechanisms are in place at each stage of the lifecycle.
  • Escalations & Notifications
  • Send Email Notifications using fully customisable email templates.
  • Automatic escalation of incident based on customer-specific rules.
  • User Management
  • Active Directory synchronisation.
  • Allow end users to generate ServiceDesk logon accounts or restrict generation of end user accounts to Administrators and ServiceDesk operators.
  • Import user departments and companies from other systems into NetSupportServiceDesk.
  • Assign ServiceDesk operators to specific Companies and Departments in the user hierarchy.
  • Pre-define the members of a Change Advisory Board (CAB) for each category of change request
  • Reporting
  • Offers you the means for capturing comprehensive statistics, ensuring you are fully informed in order to make effective decisions.
  • NetSupportServiceDesk offers great flexibility by providing two 'styles' of report:
    • The reports dashboard enables you to manipulate data to suit your specific needs. On-Screen results are provided in a tabular and/or Bar and Pie chart format. Multiple reports can be presented side by side for easy comparison.
    • Print optimised reports, powered by a Crystal Report engine, provide additional pre-defined management reports. The information can be exported in a variety of formats
  • Customization
  • 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.
  • Multi-lingual user interface.
  • Integration
    NetSupportServiceDesk integrates seamlessly with other NetSupport and 3rd party Network Management solutions to provide you with the range of complementary tools you need to provide a complete support offering:
  • Direct integration with NetSupport DNA Asset Management Suite.
  • Direct integration with NetSupport Manager Remote Control
  • Support For Mobile Devices
  • Provides built-in support for mobile devices ensuring that operators working remotely can still receive and update incidents.
  • Automatically detects when it is accessed from a mobile device and display a set of simplified pages that can be used from most common mobile devices.