Streamline the Helpdesk

HelpDesk Software: Definition and criteria of the help desk with iTop

The Helpdesk is the brand image of your IT department.

Also known as the service center, it is the main point of contact between the IT department and users. Different means of access are available, the phone via a call center, e-mail, internet or web portal.

The Helpdesk responds to requests from users. Depending on the difficulty level, technicians may provide an answer or forward the request to a specialist.

In addition to its vocation to solve problems, the Helpdesk must ensure that no request is lost or left unanswered.
Your challenges are to define the services you provide in terms of content and commitment, to industrialize their production and adopt a continuous improvement initiative over their quality.

Service Catalog

Document all IT services
Define the performance commitments (SLAs)
Schedule service times and holidays

Various means of access

Give users access to a simplified portal
Suggest solutions from the knowledge base
Automatically create tickets from e-mail

Centralized view of tickets

Ticket access by technician or by team
Ticket transfer in case of erroneous qualification
Move up to a level 2 team or higher

Automatic calculation of priorities

iTop sets the priority of tickets depending on the impact and urgency for the user
iTop determines the due time for taking into account and solution as per commitments (SLA)