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		Help Desk Services Web Help Desk Large IT departments use help desk applications to service their corporate environments. The Conduit Help Desk offers world-class technical support tools to smaller organizations as part of every Conduit Systems support plan. Ask us for a demonstration and find out why organizations throughout the region choose Conduit for all their IT support needs. Web Interface The Conduit Help Desk employs an intuitive, easy-to-use, graphical tabbed interface. Administrators, technicians, and clients need only a web browser to utilize the application. Remote access from any location is possible by anyone with an Internet connection and a web browser, regardless of the platform being used. Job Prioritization Via Ticket Assignment The Conduit Helpdesk uses intelligent business logic to determine which technician is to be assigned to a particular client need via a “ticketing system.” By making a careful and considered assessment of location, problem type and load balancing, you always get the right technician for IT issue requiring attention. Search Capabilities Efficiently track your employees, tickets, assets, purchase orders and FAQs with the Help Desk's built-in search functionality. Use the powerful “saved queries” feature to make finding relevant information easier than ever. Email Reporting and Updating Support requests can be submitted via email to a dedicated Help Desk address. The Help Desk email account is monitored by the application, with the new messages used to automatically generate tickets. Clients can also update or cancel their requests via email. Email Alerts The Conduit Help Desk keeps all end-users and technicians up-to-date with email alerts. All newly assigned tickets and ticket updates can be emailed to the appropriate recipients. Technicians can be alerted when jobs are left unchecked for a specified amount of time. Asset Tracking By employing asset tracking, Conduit's Help Desk is able to manage both hardware and software, and the clients they have been assigned to. Building a “parent/child” relationship between assets makes tracking them a snap. Simply enter your purchase order information for your assets and let the Help Desk calculate warranty and lease end dates. Define asset types, status, locations, manufacturers and models for simple tracking. FAQ Knowledge Base Knowledge base functionality is built into the Conduit Help Desk, facilitating the creation of a searchable database of common requests and their resolutions. FAQs can be categorized and targeted to specific models and support locations. Attach one or more files to each FAQ to make knowledge sharing even more powerful. Users can rate their answers to provide Conduit with instant feedback on FAQ usefulness. Surveys After each ticket is resolved, clients have the ability to answer a few short questions regarding the quality and timeliness of the service rendered. This feedback is an invaluable part of the customer service dynamic and allows each client the opportunity to voice opinions as to the quality of service they received. Reports can then be generated, tracking each technician's performance. Performance Reports As a support provider, our success depends on getting client requests handled in a timely manner. With the superior reporting tools of the Conduit Help Desk, clients always know how our technicians are performing, what problem types are causing the most trouble and which end-users are in need of extra assistance. PDF and Text Generation The Web provides a great cross-platform format for delivering dynamic information, but having to print out this information leaves much to be desired. The developers of Conduit's Help Desk technology have integrated real-time PDF generation into the application, making job and asset management reports easily accessible. Job lists and asset report results can also be downloaded as tab-delimited text files-perfect for manipulation in your favorite spreadsheet. << Back to main page © 2006 Conduit Systems, Inc. All Rights Reserved.