Service Desk Center » Tools http://www.servicedeskcenter.com How I Am Keeping My Service Desk Alive Thu, 28 Feb 2008 09:09:09 +0000 http://wordpress.org/?v=2.9.2 en hourly 1 What A Helpdesk System Should Have http://www.servicedeskcenter.com/what-a-helpdesk-system-should-have.html http://www.servicedeskcenter.com/what-a-helpdesk-system-should-have.html#comments Thu, 08 Nov 2007 01:29:36 +0000 Amos W http://www.servicedeskcenter.com/what-a-helpdesk-system-should-have.html To run an effective service desk, you will require a system to help you. Always remember that the system adopted is merely a tool; a tool to make your service desk engineers more effective and efficient.  A helpdesk system acts as a lubricant to complement your team, your processes and your policies.

Wall Climbing

Choosing the right helpdesk system is never easy.  It all depends on what you need, want you want and how deep your pocket is.  The most important thing is that the system must be able to suit you, to be flexible enough for customization.  Here is my take on what helpdesk systems must have and nice to have:

Core components of what a helpdesk system must have:

  1. Web based
  2. Tracking
  3. Alert& Notification
  4. Escalation
  5. Severity Determination
  6. Mobile Integration

Some optional features that you can consider:

  1. Best practices
  2. Knowledge base
  3. Multi Company Support
  4. Dashboard
  5. All Other Bells & Whistles

After you have put in a well-thought helpdesk system, you will quickly notice you team scaling new heights.

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