The Benefits of Richmond SupportDesk

Comprehensive Service Desk Support

With Windows™, Web and Mobile interfaces Richmond SupportDesk is accessible to Service Desk operators wherever they are.

Integration with systems management tools and other business applications provide Service Desk operators with access to live and complete information about users and assets increasing the speed and accuracy of incident management.

A comprehensive system of alerts and notifications drives communication between Service Desk operators ensuring everyone is kept properly informed about the status of incidents, changes, problems and impending service level breaches.

Management Monitoring and Control

Service Desk Managers have full visibility of support operations with instant access to support status and performance.

Comprehensive reporting capabilities are provided including a Management Console with fully interactive live graphical reports highlighting Key Performance Indicators (KPI’s).

Rapid Implementation

Rapid implementation is achieved through intuitive configuration steps and integration with existing data sources.

The Setup Console guides service desk administrators through a logical configuration sequence, allowing straightforward creation of user groups, assets, roles, system maintenance and permissions enabling the software to quickly go live saving both time and expense.

Integration with Microsoft Active Directory™ shows all moves, additions, deletions and changes to assets are automatically reflected in the Navigator Tree for all to see.

Richmond SupportDesk's External Database Integration (XDI) empowers users with the ability to access key pieces of information from a single application by live-linking to any OLE DB compliant databases.

Web Based Self Service Portal

The Richmond SupportDesk Self Service Portal enables customers to take ownership of their own incidents, logging, tracking and accessing self help through the Richmond SupportDesk Knowledge Base, all via a web browser.

Service desk operators can also publish Microsoft Office™ documents, HTML or PDF's to a web server for retrieval by customers.

Mobile IT Support

Richmond SupportDesk Mobile provides service desk staff with the incident management functionality of the Windows™ client module via a mobile device. This allows deployment to any portable device that supports the Windows Mobile™ operating system. Connectivity to the Richmond SupportDesk database is provided via Wi-Fi, GPRS/3G connection.

Flexible licensing

Richmond SupportDesk offers adaptable licensing which is provided on a concurrent user basis, licences can be “reserved” for individual operators and changed as required. The Mobile Client is licensed on a concurrent basis with each connection using a single licence.

The Customer Web Interface licence provides unlimited end-users access to log and track support requests via the web.

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