In today’s business world nearly every organisation is dependant on their IT system. This means that when a problem occurs it needs immediate resolution.

A modern IT network can require the skills and experience of several people to troubleshoot and solve a problem. This can ultimately lead to issues with ownership and communication.

Customers - both internal and external - expect and deserve fast and specific response to their questions and problems.

To deliver this, you need in place systems and processes that are specifically designed to manage users support issues quickly and efficiently.

Accessible from a browser, it requires no additional software to be installed on the user’s PC, and enables them to quickly and easily log any IT issue.

The system monitors the status of each support item on a daily basis and notifies the user, support manager and designated senior management of any outstanding IT support issues.

Each support issue has a separate tracking log so that the user can see the current status of their issue(s).

The application resides on a server and is accessed by a browser, its features include:

• Simple input screen - with a number of authentication levels (administration and user, etc.)
• Jobs are tracked - with daily e-mails indicating: state of resolution and current job status
• SMS alert capability - for notification out of hours
• Configurable job types - for grouping of issues
• Comprehensive selection of standard reports - including: total jobs, outstanding jobs, jobs by users, etc.