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NetSupport DNA Helpdesk - WEB Based
NetSupport DNA
Helpdesk The average
Helpdesk Support operator receives 107 support calls per week...with
the average first level help desk call taking 5.5 minutes. 61% of
these calls move to an escalation procedure and take in excess of 10
minutes"
Helpdesk Institute UK
Every organization
depends in part on its IT infrastructure to remain competitive and
efficient. Minimizing the amount of system downtime is essential
together with ensuring an effective solution is in place to assist
and support users of IT assets.
NetSupport DNA Helpdesk: Overview (Web Based)
Commercial Benefits
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Reduce the TCO
(Total Cost of Ownership) by decreasing the number of vendors you
are managing, improving help desk support, enforcing configuration
standards and effectively migrating to new technologies.
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Track and manage
licenses using the inventory and application metering
functionality. Identify illegal and unused software, providing the
necessary knowledge to purchase the optimum number of licenses for
your enterprise.
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Developed in
accordance with the ITIL® Service Desk function described in OGC's
ITIL® Service Support book.
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Ensure compliance
with corporate configuration standards using the software metering
capability to identify and maintain standard desktop
configurations and those that fall out of compliance even during
server downtimes.
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Plan and budget for
migrations, ensuring that any desktop changes needed to support an
upgrade are effected. DNA allows you to procure the components in
advance, plan the work and ensure the installation team is fully
prepared at the point of upgrade.
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Effective Security
Management for identification of missing computer assets such as
CD-ROMs, memory, hard drives and even entire computer systems.
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Reduce the need for
costly physical inventories by removing the need to visit each
desktop.
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Assisting with
Disaster Recovery by transferring the IT information collected by
DNA to your contingency plans, identifying where critical users
and revenue related PCs are located.
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Virus prevention
and remedial activities are essential for any enterprise. As DNA
works independently of your e-mail server, periodic updates can be
distributed to your users even during a virus crisis.
Features
Available as a
standalone application or as an integrated module of DNA, NetSupport
Helpdesk is a powerful and wholly web based solution providing
detailed recording and tracking of user Help Requests. NetSupport
Helpdesk features advanced implementation of ITIL processes.
Ticket Management
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Automatic
assignment of tickets to operators based on pre-defined customer
rules based on either Problem Type or User Type.
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Automatic
escalation of ticket status based on customer specific rules.
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Structured notes
history for a ticket with source identifiers (telephone, email and
more) for each additional entry within the ticket lifecycle.
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Full Hardware and
Software Inventory information for each user's system.
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Attach, store and
associate files to a Ticket.
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Automatic priority
assignment for new tickets.
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Record time spent
when updating tickets, and view total time usage in the main
ticket record.
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Prioritized Help
Requests for users and ticket types together with easy operator
allocation.
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Help Request
Logging with customizable categories for easy input.
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End users can raise
help requests on-line and review current status in real time.
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Automated
Incoming/Outgoing email processing.
User Management
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Active Directory
synchronization.
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Allow end users to
generate Helpdesk logon Accounts or restrict generation of end
user accounts to Administrators and Helpdesk operators.
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Importing user
departments and companies from other systems into the NetSupport
Helpdesk.
Integration
Customization
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Custom Data
Designer allowing for customized data fields.
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Profiled Operator
access and customized functionality.
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Streamlined
creation of a solutions database to aid future help requests.
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Use the intuitive
design tool available to administrators to add custom data items
to trouble ticket records.
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Multilingual user
interface
Reporting
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Real Time Corporate
Status reports - Total Calls in, Status of Calls, Average
resolution time and more.
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Ongoing history by
user for all previous support requests.
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Real Time Dashboard
showing a rolling display of current ticket statistics.
Escalations & Notifications
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Preferred Payment
Method
Additional Payment
Methods:
For the convenience of our
customers, we also accept the following
payment methods:
Money order /
Cashier's check /
Corporate check
and Off-Line Credit Card (Download Credit Card Authorization Form).
* Please allow us additional days, for checks clearance, before
shipping.
* For payment methods other than PayPal, our
Accounting department
will verify the order, via telephone or email.
* If payment is not received within 15 days, order will be
cancelled.
Send Payments to:
EHC Comm
100 Gran Bulevar Paseos Suite 112/197
San Juan, PR 00926
Tel. 787-704-4055 Fax. 787-704-2156
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