Help / Service Desk

Tracca Help / Service Desk allows a single integrated solution to manage IT Service Management , Fault Logging, Reporting and Resolution, Change Management and Technical Knowledgebase.

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By registering and maintaining up-to-date records on all hardware and software problems, users can immediately identify assets under warranty, maintenance support details and the performance history of each asset.

A variety of tools are included to allow problem diagnosis (and possible user correction) prior to sending a technician out on site. A key system benefit is the automatic calculation of down-time for performance statistics on assets, asset types and suppliers.

Change Management requests can be accurately tracked with a complete audit trail.

 Features:

  • online registration of all hardware & software problems
  • automatic problem attachment to asset
  • central ‘problem knowledge’ database for problem solving & quick diagnosis
  • automatic downtime calculations & problem resolution costs, including labour & spare parts
  • management of supplier, maintenance & warranty information
  • information sourcing by ‘key word’ search
  • escalation of outstanding problems
  • personnel register for quick sourcing
  • comprehensive search & report
  • e-mail connectivity
  • problem prioritising

Key Benefits:

  • user-friendly self-logging of requests for end users
  • customisable interfaces for both end users and technicians
  • automation of problem/issue management and assignment
  • improved operator support confidence
  • improved equipment quality control & systems support
  • improved business operating efficiencies
  • tracking service level agreements