SupportDesk Web Interface

Availability is a key factor for any successful service desk. IT Support staff are not always office-based therefore the ability to access service desk information from external locations at any time is vital.

The SupportDesk Web interface is an effective answer to this problem by providing IT support staff the capability to log into the service desk remotely and perform core incident management functionality found in the Windows™ modules using a web browser.

Helpdesk specialists can add, monitor and manage incident records utilising the SupportDesk Web interface to:

• Access and search the SupportDesk incident list to view, add, update, delete and reassign incident requests.
• Show all Navigator items
• View, add, update future activities and actions.
• Browse and search the SupportDesk inventory with the ability to add, update and associate inventory data.
• View to-do lists and set alarms.
• Search SupportDesk knowledge base article for documentation of previous problems and known workarounds.
• View and print helpdesk defined reports to a variety of different formats directly from a browser.
• View and modify Helpdesk bulletin boards and knowledge base articles.

The SupportDesk Web Interface is used to integrate service desk functions over multiple locations without having to invest in expensive infrastructure changes. The Web Interface is truly web-based with no client-side tools or components to download before support technicians can begin using the software.

For end users and customers accessing the service desk the SupportDesk Self Service Portal is available. This allows customers to find solutions themselves through on-line knowledge bases, bulletin boards and the ability to log and track the progress of support requests which all helps to improve customer satisfaction and reduce support calls and costs.

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