IT Help Desk Software

Organisations in virtually every industry rely on their IT systems to conduct business. The IT department's ability to resolve technology issues and manage the ever-changing IT infrastructure is critical to support business goals. Supportworks IT Helpdesk software automates many aspects of call and asset management, increasing efficiency, and allowing staff to focus on problem resolution.

IT Helpdesk software - images

The solution is easy to deploy--in days, not weeks--and is built on the same Supportworks ESP platform as our more comprehensive, fully-ITIL-compatible IT Service Management solution. Smaller organisations with a lower functional requirement for an IT Helpdesk may be suited to our entry-level solution, Supportworks Essentials. Users of all Supportworks solutions can remain confident of investing in a solution that can grow as business needs change.

Solution Features

Fully-automated call management, prioritization, ownership and audit trail. Fully-customisable IT Asset management. Web SelfService for customers. Fully-automated email integration with shared mailbox support. Resource scheduling and calendaring are standard. KnowledgeBase for common problems and solutions. Guided decision-tree operator scripts. Full rights management to control the access and use of the solution by technicians and customers. Comprehensive, wizard-driven business reporting environment with graphics and real-time report options. Fast and easy to install, configure and deploy. Fully-customisable table schema and user interface.

Fast to Deploy, Easy to Configure

Supportworks IT Helpdesk software provides the optimum combination of call management automation, functionality and flexibility, delivering a comprehensive help desk solution that satisfies most IT Helpdesk requirements right out of the box. Built on Supportworks ESP (Enterprise Support Platform), Supportworks IT Helpdesk allows the customer to pick and choose the elements of the solution required to meet precise needs.

Unlike other IT Helpdesk software, Supportworks IT Helpdesk is non-prescriptive and can be configured to meet additional business processes not strictly defined within a conventional IT Helpdesk environment, thus providing ultimate flexibility. Hornbill's pre-packed application templates provide a starting point that significantly reduces configuration effort.

Business Benefits

Streamline and automate your customer service requests. Improve customer satisfaction. Increase the productivity of your IT support staff. Lower the cost of your IT support service. Reduce technician training time with a familiar look and feel. Easily integrate, out of the box, with many common Network and Desktop management solutions.