Refresh your Help Desk with Richmond SupportDesk

Richmond SupportDesk from CrossTec is a powerful and highly scalable IT service management solution that is based on the latest industry standard best practices. Built on nearly two decades of service management experience, SupportDesk integrates a broad set of feature-rich modules to deliver a high quality support solution for internal ITSM, external managed services and customer support. SupportDesk is designed to increase help desk technician productivity, serve customers faster and more effectively as well as lower the overall cost of providing support.

Richmond SupportDesk is a powerful support service management solution that enables an organizations to provide fast and effective support to employees, end users and customers. Accessed through your Windows desktop, web interface or via Pocket PC, SupportDesk provides a broad set of feature-rich modules that today's exacting support and service demands.

Benefits Helps you Meet Best Practice Service SupportDesk incorporates ITIL processes that, uniquely, can be "switched on" when required, making it the ideal solution for those organizations that are working towards the ITIL approach to IT service management (ITSM). SupportDesk was developed in the United Kingdom, where ITSM best practices were first introduced to service organizations. SupportDesk benefits from two decades of ITSM and customer service experience and includes standard industry best-practices. SupportDesk is also fully configurable, allowing you to quickly tailor the solution to your exact business requirements now and into the future. Provide High Quality Support Modern, intuitive and user-friendly interfaces allow users to log incidents quickly and correctly. Color-coded icons intuitively show call status making it easy to prioritize calls by urgency or service level. The problem management module and knowledge base present Support technicians with information and advice to match problems to known issues, ensuring fast and effective resolution of support calls. Faster Self-Service for Users SupportDesk's powerful Customer Web Interface provides users with a straightforward way of registering and following the progress of their own support requests. Besides extending support outside normal service hours, self-service frees up technician time to focus on faster problem resolution. Works with your Current & Future Service Organization SupportDesk provides integration with various systems management tools, Active Directory, Microsoft Outlook Calendar and a host of other business applications, making it easy to access and use data from external sources. Live data links ensure that information is the most up to date available.

Management Information & Reports Keep you In Control Detailed management information and reports about support status and performance is readily available through the Management Console, which provides a live, graphical view of the support environment. Key performance indicators with drill-down to the incident level ensure that support managers have their finger on the pulse of their support operation. Resource Management Keeps you Productive SupportDesk includes a specialist resource calendar so that each engineer’s appointments and tasks can be seen in a single interface. System administrators can then review which items impact on team resources for future activities, change requests, holidays and closed days. Users are also made aware of potential conflicts with an engineer’s existing schedule so that alternative arrangements can be made.   Based on ITIL Best Practices *Incident Management *Problem Management *Change Management *Configuration Management *Inventory and Contact Management *Knowledge Management *Service Level Management