BOSS help desk enables your IT staff to address user issues in a timely and thorough manner.
Using an intuitive Web interface, end-users can enter tickets quickly and simply. These tickets are routed to the most appropriate technicians using a flexible rules engine, and viewed by the technician from a centralized ticket console. In most cases, technicians can resolve tickets without leaving their desks or making phone calls by using such features as application and patch deployment as well as remote desktop capabilities.
To help you gauge the efficiency of your IT service desk operation, BOSS’s powerful reporting tools can track your call volume and response time. In addition, reports can pinpoint common issues, and can track users and computers that submit the most tickets. These and other reports provide an invaluable basis for analysis and best practices implementation.
BOSS, with its integrated service desk solutions − in Support Central and BOSSAssist − can help you manage your continuous service improvements, SLAs and ITIL implementations.
Quick and simple technical solutions:
- Unattended deployment of applications and patches quickly updates users' computers
- Robust reports provide statistics on types of issues, ticket volumes, technician time spent per call, purchase information per user and more
- Service desk contains Custom-designed FAQ page answers the most common user problems, reducing tickets
- Flexible business rules engine routes tickets to the appropriate technicians
- User-defined categories and subcategories allow technicians to navigate quickly through assigned tickets
- Automatic e-mail notification alerts users to changes in ticket status
- Knowledgebase allows technicians to find solutions quickly, shortening response time
- Central console of service desk allows reassignment of tickets among technicians
- Inventory feature gives you a complete listing of data from users' computers
- Automatic, chronological ticket submission ensures sequential ticket entry and solutions
- Feedback page solicits users' opinions allowing quality control of the help desk service
- Simple Web-based user interface allows quick ticket entry and tracking
- Microsoft .NET architecture interface enables product flexibility and scalability
BOSS service and help desk solutions provide:
- A centralized console that enables at-a-glance assessment of ticket status
- Intuitive Web-based user interface that makes it easy for users to enter tickets and avoid time consuming phone calls
- Software upgrades and patches that can be deployed with a click
- Automated e-mails for immediate communication to users
Help Desk effectiveness through:
- Reports to track your most demanding users and machines, providing metrics for future planning
- Quick implementation and training time
- Microsoft .NET architecture for scalability