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attend HelpDesk is a solution for managing the support departments for users of IT systems (SAP, Windows, PCs, printers, etc.), assistance for general corporate systems (telephony, electricity, air conditioning, building maintenance, etc.)
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attend
HelpDesk
can be adapted to different service situations:
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Support centres for IT users. |
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General service assistance (electricity, air conditioning, furnishing, building work, etc).
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Preventative maintenance (production floor, transport vehicle floats, etc). |
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Security incident monitoring (cameras, accesses, etc). |
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Corporate resource centre services (projectors, copiers, mobile phones, telephone switchboards, etc). |
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A wide range of functions
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Identification of service request origins, type of consultation or request. |
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Identification of the person or element generating the incident.
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Description of typologies of incidents, consultations, calls, etc. |
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Registration of comments or descriptions of service requests, information annexes, etc. |
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Assignment of request to a service group, specialist staff to deal with it, or to the corresponding technical service. |
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Definition of warnings, modifications, escalations and service alerts. |
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Time controls: lifespan of an incident or request, work time, response time and wrap up time. |
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Quality control. |
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Obtaining of service statistics. |
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Definition of business norms in order to adapt product to individual needs. |
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Corporate structure, divisions, centres, etc. |
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Service requests by telephone, e-mail and website request form. |
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Exportation of data to other applications (datawarehouse, erp, etc.) |
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Monitoring and control of incidents transferred to third parties (companies subcontracted to provide specific services). |
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Inventory or assets register for the service provider. |
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Control of contracts, guarantees, renting, etc. |
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Adaptation and personalisation of the solution. |
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Benefits of this solution
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Consultations which allow the exact situation of the service to be determined. |
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Statistics and reports which offer data for decision-making.
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Assistance to organise the most appropriate training according to the staff needs. |
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Detection of incidents related to computer devices or other elements of corporate assets. |
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Better coordination of services, with easy identification of the biggest priority. |
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Creation of a knowledge database shared by all users of the system. |
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Fast, efficient access to the information. |
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Establishment of service procedures. |
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Increase the image of quality and communication for the client or user who requests the service |
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Calculating the exact costs of the service and their distribution. |
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Control of internal and external service contracts (supplier control). |
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A portal for accessing information (technical access, director level, users/employees). |
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| All attend® CS solutions are based on attend Professional®. |
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