HelpDesk
Over the traditional functions, our Help Desk solution realizes a full-scale handling of tools in a way that the career of the tools from their purchase right to their scrapping can be traced and documented.
English
Supported Technologies
DEC OpenVMS,
Netware,
OS/2 Warp,
Windows XP/2000/NT ,
Tandem/HP Non-Stop,
AIX,
HP/UX,
Silicon Graphics IRIX,
Linux,
SCO UNIX/PC UNIX,
Solaris/Sun OS
ASP Hosted
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Pricing
Users (# of seats)
balazs@profitrade.hu
+36-14615040
Additional Product Information
An indispensable condition of operating the office;and information systems of companies, troubleshooting efficiently and meeting;the demands of users speedily and exactly is to have such an integrated;information system that enables the staff of both user and operator to;follow all requirements continuously.;Over the traditional functions, our solution realizes;a full-scale handling of tools in a way that the career of the tools from;their purchase right to their scrapping can be traced and documented.;The solution we offer realizes modern and cost-efficient;equipment handling and a top-level availability of the tools.;The architecture of the system HelpDesk;V2.0;The logic of the application is fully implemented;in the PL/SQL language, thereby facilitating the clients? burden and simplifying;the administration of the system. To enhance the possibilities offered;by HTML, we employed Java applets and Java scripts. For the best possible;application of the facilities offered by Intranet, we must also make our;reports in a way possible to be seen with a browser.;The opportunities provided by HTML do not always;meet the aesthetic and format requirements made against the reports, thus;we integrated an Oracle Reports server into the system to make the reports;(worksheets, fax messages, statistics), so that they can be viewed in HTML,;PFD and text format as well.;PC user client;+ browser;+ Adobe Acrobat plug-in;Application server;E.g.: Oracle Application Server, Netscape Enterprise;Web server;Database server;Oracle 7.3.x;The main characteristics of HelpDesk V2.0:;;;Uniform WEB surface that can be reached from any;point of the Intranet (or Internet, if required) by means of a WEB browser;(user and administrator surface);;Possibility to set up a system of authorization;;Audit statistics for the management;;Introduction of uniform reports;;Session handling;;Possibility to set up a multilingual user surface;;Continuous maintenance and operation of equipment;;Up-to-date, uniform registration of equipment, in;harmony with regulations of finances and accounting;;Documented tracing of a tool?s career: purchase,;servicing, scrapping;;Documenting the service processes (delivery documents,;worksheets, service orders to outside firms);;Speedy flow of information, fast localization and;identification of occurring failures, scheduling solution;;Optimal exploitation of the resources of the department;providing technical support, level distribution of burdens, workflow management;;Support of mobile service experts (SMS, email, fax,;WEB surface);;The system is capable of documenting and tracing;even individual business processes;;Printing can be done from any client;;Reference in operation:;Westel 900 GSM Mobile Telecommunications Corp.;On the HelpDesk systems in general;The HelpDesk systems are aimed to provide quick;help and support in a concrete field.;The process of providing help starts with receiving;a problem, which usually occurs over the phone through which the reporter,;having properly identified himself, describes the problem. (Problems are;often called ?incidents? in this field.) With the development of the information;technology, today there are several alternatives offered for reporting;problems, such as the answering machine, email, SMS and the Web. A characteristic;of the latter types of reporting is that they do not require continuous;human attendance. On the other hand, the reporter must give an exact description;of the problem: when his report is read, the possible shortcomings may;prevent the exact identification of the problem and, consequently, the;solution may be delayed.;In this respect, reports through the Web have;the advantage of the opportunity to lead the reporter through the report,;giving him hints on the information necessary to solve the problem in individual;cases.;Following the reception and registration of the;report, the actual work may begin. The search for the solution is the task;of the experts called consultants. A consultant is a specialist of one;or more special fields. The above emphasis on the importance of an exact;description of the problem is explained by the necessity to identify the;consultant to be alerted on the basis of the description in the problem;report. ;The person handling the report, the Customer Service;Representative (CSR), must decide which consultant(s) he should pass the;incident on. Passing incidents on to consultants is also an important part;of the system. As consultants may be working on several incidents simultaneously,;it is rather important to burden them evenly. From the aspect of the lifespan;of incidents, it is important to notify the consultants on their new tasks;as soon as possible. In case the received information is incomplete, the;reporter must be contacted for further information.;The process of solving problems may be rather;diverse. There are two basic types of solution: the so-called hardware;incidents (linked to one or another piece of the equipment) and the non-hardware;ones. Special activities in the case of hardware incidents may be to send;the faulty piece to a service and to bring it back which, as a matter of;course, must be adequately documented ? that part is not closely linked;to the topic of HelpDesk.;Having solved the problem, the consultant notifies;the reporter and requests feedback on whether the suggested solution has;really worked. If the reporter communicates his satisfaction, the incident;may be closed down.;An important part of the HelpDesk systems is the;so-called knowledge management, the building of a knowledge basis. The;knowledge piling up in the course of solving problems is most valuable.;The proper handling of the knowledge basis may;tremendously;facilitate and speed up the work of the consultants, thus it is advisable;to produce a Technical Information Document, a TID after solving every;problem. The TID should contain the symptom, the solution and the name;of the person who provided it.;In the course of their work the consultants can;make good use of the information contained in the knowledge basis where;they may often find descriptions of problems similar to those they are;working on, thus they can consult their colleagues who drew up the TIDs;on further details.;Two indispensable parts of the system are the;audit and statistical modules. They provide data on the operation of the;system and the activities of the consultants, so that the results gained;from them may provide a basis for measures to be taken to provide for more;efficient and faster operation.