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.
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.
- 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
- 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