NetSupport ServiceDesk - Browser-based Helpdesk
With over 25 years’ experience and a global install base in excess of 13,000,000 systems, NetSupport’s complementary software solutions have a proven reputation in the Service Management industry.
Available to purchase as either a standalone solution or used in conjunction with NetSupport DNA and NetSupport Manager (our complementary IT asset management and PC remote control solutions), NetSupport ServiceDesk delivers the processes needed to help you effortlessly track, organise, manage and answer the toughest support challenges.
Supporting the essential ITIL processes – Incident, Problem, Change and Service Level Management - NetSupport ServiceDesk ensures your support team can effectively manage customer expectations and minimise the amount of system downtime.
With a fully customisable and intuitive browser-based interface that supports both desktop and mobile platforms, robust workflow processes, a wealth of management reports and a customer-friendly self-service portal, NetSupport ServiceDesk is guaranteed to take the strain out of service delivery!
NetSupport ServiceDesk Overview
The availability of mission critical systems is key to the success of any modern organisation and to the productivity of the staff that use them. Ensuring this is the case relies on the ability of your IT support team to deliver an effective and timely response to issues as they arise.
NetSupport has over 25 years’ experience helping corporate and education customers implement effective service management practices through its range of compatible Desktop Management solutions.
As a standalone solution, NetSupport ServiceDesk ticks all the boxes as a fully functioning ITIL-compliant IT Service Management (ITSM) tool, supporting the key areas of ITIL’s best practice framework – Incident, Problem, Change and Service Level Management. It also has the added benefit of integrating easily with our IT Asset Management (ITAM) Suite, NetSupport DNA, and remote access solution, NetSupport Manager, to give support teams a complete network management toolkit.
Ideally suited for small and medium sized organisations, yet fully scalable for the larger enterprise, NetSupport ServiceDesk has been developed to minimise the amount of system downtime whilst providing effective support for all users of IT assets.
Browser-based
With the server installed on any Windows PC and utilising Microsoft SQL Server technology, NetSupport ServiceDesk can be accessed through a web browser by any user from their desktop or mobile device.
Knowledge
Knowing what hardware and software is installed on your user's PC will help to reduce call escalation whilst increasing problem resolution. By integrating a third party inventory solution - such as NetSupport DNA - you can use NetSupport ServiceDesk to obtain a full inventory for each of your users' systems, together with an ongoing history by user for all previous support requests. NetSupport ServiceDesk empowers your help desk operators, giving them the information needed to deal with more requests in less time.
Customise
As every organisation is unique, possessing different requirements, NetSupport ServiceDesk allows for the customisation of many key features within the solution. From operator functionality to the creation of specific data entry fields, NetSupport ServiceDesk can be tailored to fit seamlessly into your organisation.
Efficiency
No two organisations are the same, relying on different critical systems to remain competitive and efficient. Powerful and customisable workflow rules help ensure delivery of an efficient and timely service in line with agreed service levels. A typical example would be the automatic priority assignment of incident types - an item relating to "Server Failure" can be automatically assigned "Urgent Priority" status and allocated to the Server specialist within the support team. Automated email processing is another key time-saving feature of the product, helping to keep all parties fully informed throughout the process.
Reports
Information is, of course, key if you are to gauge the effectiveness of how support requests are being managed and maintained. NetSupport ServiceDesk offers a wealth of real-time status reports as well as a custom report designer.
Productivity
Encouraging the improved productivity of the help desk is only half the challenge. Educating your users to reduce the frequency of future support requests is equally important. With NetSupport ServiceDesk’s customer-friendly self-service portal, users are able to search for answers before logging a support request and can check and review on-line the status of their incident.
