You have hundreds, maybe thousands, of computer users throughout your enterprise. They may be performing different tasks. Not all of them are seasoned computer users. Some of them may still be beginners in using the computer and require hand-holding guidance. Your HelpDesk coordinator has to make sure that all those users get all the support that they need. You must also make sure that the support is provided efficiently.

Your users reach the HelpDesk team in various ways, including by e-mail and phone calls. What happens when one operator e-mails his answer and a moment later another operator sends his own answer to the same user? It can happen if they have no way of knowing that a user’s request is being responded to. Two or more operators may handle the same call for assistance. Users may from time to time need to have their computer configuration changed. For example, they may want to add a new printer, exchange their scanner with another coworker or copy their data to a USB while their PC’s write access to external data storage devicehas been disabled. They may also have their computer replaced, and the new one refuses to connect to the LAN.

And, what about hardware asset management? How does your IT Support team prevent people from tampering with the system and replacing the components with cheaper ones? They need a set of tools to be able to perform these tasks.

Integrated Solution

Leveraging its knowledge in providing technical support, Altelindo has developed WebTool, a three-module helpdesk solution for organizing your technical support. The three modules are:

1. Desktop Problem Management System (DPMS), which manages desktop problems including hardware failures, software conflicts, LAN and servers.
2. Change Request Management System (CRMS), which consists of a set of tools to manage user request for PC or peripheral upgrade or configuration change.
   
3. PC Inventory Management System (PIMS), which is a set of tools to manage your corporate computing assets.