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Module 2 – SLP

Decision-making and Information Politics

Juan Fimbres

Trident University

A help desk is a resource that a majority of companies use today. Help desks are designed to provide users with information and assistance for technical support of hardware or software. Many help desks involve a support person working to assist customers to solve a problem directly or forward theproblem to someone else. Often, services are provided by call centers or over the Internet. This paper will review three help desk software packages: Aegis Service Desk, which is local software, CRM desk, which is remotely hosted, and, Ready Desk which is completely web based.
Local help desk software is software that requires local installation on each server or every workstation. Local helpdesk software is good for smaller offices that do not require much maintenance. Aegis Service Desk is developed by Abacus Systems. Aegis is designed specifically for tracking general incidents and responses, clients and contacts and assets. It's suited for any company or individual that needs to track customer problems, queries, requests, assets, and responses to clients. It fully supports the ITILstandard within an IT service environment. Comprehensive service management processes are fully integrated in the single application.
Many of the features in this software will make the support person’s job much easier. Aegis Service Desk has an automatic notification which allows the user to notify clients and internal users of any changes. Aegis has two levels of notifications; record leveland field level. Record level is based on changes to a record and allows the user to define which clients to notify when an incident is added, edited, deleted, or copied. Field level allows users to also define which clients to notify when a field is changed or when that field is equal to a defined value.
Another feature of Aegis is called Workflow. One can use workflow to automatically assign orreassign calls to a support consultant or a user group. For example, if the Call Type is a Network Problem, you can assign it to the Network Resolver Group. If the Call Type is an Application Problem, one can assign it to another group. Aegis Service Desk has a Management Report feature that prints a variety of reports. For example, how long it took to resolve an incident, how old an incidentis, and when is the last response date for the incident. Aegis allows you to graph your data to look at how calls are distributed and analyze trends. It allows you to easily e-mail reports, and you can use the Call Queue to quickly view who is working on what in tabular and graphical form. Aegis is fully customizable. One can use the program as supplied or change it to work in ways specifically fortheir task. Each field is fully configurable and there are several optional add-ons available.
CRM desk which is remotely hosted software, is a help desk service provided by another company. Often with remotely hosted software, only a web browser is needed. This may be convenient for smaller offices that do not have an IT department. CRM desk automates online customer support, helpdesk andknowledge base management via the Internet. The system is deployed as a highly efficient and cost-effective hosted solution for companies looking to dramatically improve quality and reduce costs of Internet-based customer support. CRM desk consists of two Web-based applications: Customer Desk and Support Desk.
The customer desk, or “front office” system, is a Web-based application specially designedand developed for customers. The customer desk pages are browser-independent. Each Web page contains detailed instructions on how to navigate through the site and how to use any particular feature. Customer Desk pages may be completely customized to have your corporate Website's look and feel. Support Desk, or “back office” system, is used by customer service representatives to handle customer...
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