Chapter 21 Help Desk Operations A Guide to Help Desk Concepts, Second Edition.
Help Desk - A QuickFMS Product
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Global Leader in Real Estate, Infrastructure, and Facilities Management Solutions A SatNav Technologies Product Help Desk Management
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Transcript of Help Desk - A QuickFMS Product
Global Leader in Real Estate, Infrastructure, and Facilities Management Solutions A SatNav Technologies Product
Help Desk Management
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Work Flow Engine and Process Creation
www.quickfms.com
• Create / Update Users• Import user data from SAP/HR portal• Authorize using ELDAP (if available)• Create your own Roles• Assign Privileges/Responsibility to each role• Provide Role access to users
Automate the processSolution : a-mantraa-mantra facilitates
• Proprietary workflow engine• Automation of entire flow• Role-based access• Automated approvals• Automated E-mail alerts
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Help Desk Management
www.quickfms.com
• Helpdesk Management Solution
– Tracks the complaints raised by customers at different touch points
– Identify the user satisfaction on the resolution of complaints
– Identify different departments and their nature of complaints
– Standardize the problem resolution mechanism
– Identify the Turn Around Time for the problems
– Identify the number of pending and closed requests in a given period of time
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Help Desk Management
www.quickfms.com
Solution : a-mantra
• Pre-map each task to the person working on it• Direct Mail Statistics of Pending to closed• Categorization of complaints based on department and fixing TAT• Customized Reports for Checking purposes• Identify the tasks and their closure dates
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Help Desk Management
www.quickfms.com
Benefits:• Track and Standardize problem resolution mechanism
• Creates transparency in the complaint management system
• Better control on facilities and their tracking
• Efficient way of managing Common Facilities and its complaint process
• Generates best possible TAT reports using the several parameters attached to complaint
• Can Integrate with many in-house software and existing tools like HR portals
•Creates historical reports and trends of complaints and their locations
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MIS Reports
www.quickfms.com
100+ Preformatted reports for Users & Management Preformatted outputs in form of Charts and Graphs Data export to MS Office suite Calculations like Space Charge-back, USF & RSF Usage trends and analysis of Space, Assets & Utilities Reports on Space Forecasting for Business Expansion 176 hours of customization Free
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Technology
www.quickfms.com
S.No. Item Comment
A ServerBranded P4 server with 2CPU, 2GB RAM, 80 GB Hard-disk.
B Map Browser (Included with a-mantra)
C Server side Microsoft windows with 2008 server
Software-OS, Database Windows SQL server 2008
Web browser Internet explorer 7.0 or higher.
D Licensing ModelPerpetual Server License, NO user license restriction & SAAS Models available too
a-mantra’s Global Blue Chip Clients
U.S. Office:SatNav Technologies2552 Walnut Ave., Suite 110Tustin, California 92780 USA
India Office:SatNav Technologies,Lake Shore TowersRajbhavan Road, SomajigudaHyderabad, INDIA.
www.quickfms.comwww.satnavtechnologies.com
Email: [email protected]
Thank you!
www.quickfms.com
