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ITHelpSys is an integrated web based IT Help Desk system allowing users to log and receive follow-up on IT related assistance requests.

• IT Support staff have their areas of expertise assigned and help desk requests are distributed to the relevant support person based on this area and their current work loading.

·         IT Support staff are presented with their own Home page displaying all current actions requiring their attention.

 

·         IT Support staff can re-assign actions and also “Grab” a current request from another support person.

 

·         Users have a very simple request logging form which allows for effective capture of pertinent information quickly and easily.

 

·         Once a request has been completed by the relevant IT support person, then the User is requested to close or reject the request, and if closing can rate the assistance obtained, which is then used for statistical reporting.

 

·         An Outage module allows administrators to report status of key business systems, so un-necessary help desk requests will not be raised for known problems.

 

·         Effective graphical reporting allows trend analysis and levels of service to be generated for analysis.