Helpdesk Software Dubai
Helpdesk Software & Knowledgebase
Helpdesk software module manages the work flow of registering, assigning & resolving all service requests and problems reported in a facility or an organization. The full history of actions taken, events, follow-ups, messages exchanged, response times and user feedback can be tracked via the system that helps in analysis and improvement of the helpdesk and call resolution functions.
Computerized Maintenance Management System (CMMS) – Key Features
- Call booking via emails, self-registration, telecalls and BMS / BAS Alarms
- Register problems, service requests etc.
- Priority assignment based on nature of the faults
- Assign, distribute and monitor requests
- Self assignment by the operator
- Escalation based on SLAs defined
- Recording of all events throughout the life cycle of a call
- Events & follow-ups
- Exchange of information between job requestor and operator via message option
- Raise, track and close Work orders
- Record solutions and post in knowledgebase
- SLA Analysis and breach notification
- Call response analysis with minimum TAT
- SLA Elapsed and closure time nearing SLA Alerts
- FAQs, links, faults and solution history
- Fully indexed data for fast searching
- Simple and advanced search functions
- Helpdesk call status dashboard
- Incident / Problem / Change Management
- ITIL compliance for problem, change and incident management
- Improved customer satisfaction
Copyrights © 2022 - RIBS Technologies FZE. All rights reserved.