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Q1 Helpdesk System
changes the way internal
support functions work by empowering staff
to help themselves with FAQ’s and the ability to log and track support requests
from their
browser. This ensures more calls are logged and reduces interruptions. Support
operators are
assisted with prioritised task assignment, automated escalation and knowledge
base accessible
from any workstation or their PDA. Graphical representations and flexible
reporting of call
statistics keep managers up to date in real time and from their browser.
Q1 Helpdesk System
has been engineered to provide a
serious application for the internal IT
Service Management function incorporating the ITIL recommendations for Incident,
Problem,
Financial, Continuity, Configuration, Change and Release Management.
Comprehensive records
of inventory life cycles including loans and movements, 3rd party support
logging, software
license details, backup, archive and restore registers and more. The software
has been
designed to meet BS7799 Code of Practice for Information Security Management
requirements for
the maintenance of information assets and business continuity. Built in
integration with network
management tools provides drill down into detailed hardware and software
configuration.
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Some benefits Q1
Helpdesk System -
Improvements In efficiency of the helpdesk staff - Staff interruptions
severely hamper progress of resolution of current problems or the ability to
finish longer – term projects. The facility for staff to log and track the
progress of their own
support requests reduces interruption.
Available anywhere and any
time – Staff will not
need to return to base to get their next
support ticket.
Reducing the need for
dedicated telephone support
– End user self help and call logging
reduces the need to have support team members manning telephones. Over time one
should
expect at least 50% of calls that are currently logged by telephone or email to
be logged by
staff/customers directly. Higher percentages are achievable.
Improvements in Resource
Planning – Now that the
helpdesk is 24 hours a day you will
receive support requests at the times when staff or customers actually need
help. Special
reports are available to assist with the analysis of your resource requirements
against workload
so that you can better plan your shift working and breaks as well as the number
of staff.
Simple and intuitive to
use reducing non-productive time costs – Training will be
provided by Q1 Consult Limited.
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Other Products
include:
WMImonitor™ Hardware and Software Inventory Management
application for PC and Server
auditing, capacity management and configuration change monitoring. Runs as a
stand-alone
application or as a fully integrated add-on to Q1helpdesk-IT or Q1webdesk. Fully
accessible from
a web browser.
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PDAmonitor™ is included in all helpdesk products to
manage calls on the move. In Q1helpdesk-
It also provides physical inventory auditing and bar code scanning at an
extra charge.
Q1webdesk™ is designed or use on corporate web sites
to provide personalized customer
service and support. With all the features of Q1helpdesk enhanced with customer
and product
records and support interfaces to reduce call centre management requirements and
provide new
opportunities to communicate and sell. Corporate Internet sites may be cost
effectively enhanced
to provide customers with self help, direct call logging and tracking facilities
and the basis for
more specific customer services. Hosted options available.
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SLAmonitor™ enhances the core products by calculating
call durations and sending email
notifications when allotted escalation, response or fix times are exceeded.
Calculations are
based on SLA service hours.
EMLmonitor interface for incoming email to ticket
generation and auto call id notification, with
identification of replies as call events and import of attachments
For more information
contact us or call
07939 807852
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