Protrack-Helpdesk Management Solution

Protrack-Helpdesk Management Solution

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description :

The role of the Helpdesk is crucial in managing the allocation of corporate services. It is the main point of contact for most people inside and outside the organization and determines the user experience and satisfaction. Hence an efficient Helpdesk is essential to the success of any organization. The application that supports an efficient Helpdesk must have Transparency (so all stakeholders know the status at all times) , Workflow Management (allocation to the right people & escalation at the right time) and Simplicity (without which the application will not be used optimally) . Systems & Software (S & S) has created ProTrack, keeping these requirements in focus. Built on Microsoft technology, it is a web-based application designed to manage a Helpdesk services operation. Users log their requests, which are then automatically sent to the right support person. The status of the call is logged at each stage and this is visible to the end user as well. Support staff can transfer or sub allocate the call and send additional queries to the users through the system. If calls are not completed within the time limits, there are 2 levels of escalation built in. The software has timesheet capabilities and tracks the holidays and leave status as well. Email notifications are sent for all actions and drill down reports give management a complete view of their Helpdesk activities. Some of its key features- Users enter requests for services to support helpdesk- Automatic / Manual allocation of work to staff- Transfer / Sub allocation of work can be done- Information can be exchanged between staff & users- Status & work done on requests visible to stakeholders- Two levels of escalation available based on rules- Timesheet management of staff- Company Holiday list & individual staff's leave calendars- Single sign on integration with Microsoft Active Directory- User Role based menu security