Helpdesk


Targeted user-support

Every IT-department sees itself confronted with a more or less large number of questions, error reports, tips and wishes that are received by the support. The processing, categorization and evaluation of these reports is the job of a good helpdesk. It is desirable - albeit unrealistic - that all problems are processed by the first level support at first contact. A good IT ensures that no information is lost and every support employee knows exactly what is to be done and what has already been done.

What once began with lists on paper is now a fully-grown database.the classical IT-support still receives the request via telephone or e-mail but the processing on the basis of an issue-tracking-system differs greatly from "paperwork". IT-employees can see what tasks are still unprocessed at a glance and have all necessary data from the process history and the current inventory data at hand. The support ensures that the response times from the Service Level Agreement (SLA) for the departments or customers are definitely adhered to via definable escalation levels.

All functionalities of the Client Lifecycle Management (CMS) are also accessible for the helpdesk in dependence to the configuration. Software distribution, adjustments of the configuration via client commands or remote maintenance is done by the support employees with a central software: ACMP.

Even the less experienced user is increasingly using the option to send reports to the support via e-mail. An e-mail has many advantages for the client. On the one hand he is no longer forced to wait on the telephone until a support employee is available and on the other hand it is much simpler to precisely formulate the problem in words without the time-pressure of the telephone.

On the other side, the support employee is not interrupted by telephone calls during work as often. A good helpdesk-system like ACMP processes the incoming e-mails and integrates them into the helpdesk-process. The history of the previously processed tickets makes the basis for solutions for comparable error descriptions and additionally identifies wrongly working client systems and employees that might still have problems with the functionality of applications.

The quality of a well functioning helpdesk underlines good customer loyalty and helps provide a better image for the IT. The importance of high quality IT-support must not be underestimated.