24-12-2012, 11:54 AM
IT SERVICE HELPDESK
SERVICE HELPDESK.pptx (Size: 2.01 MB / Downloads: 39)
COMPANY PROFILE
VARARGS SOFTECH PVT. LTD.
Kanpur was incorporated as a Private Limited Company in 2010 with the objective of providing quality service in the field of Information Technology.
Our goal is to exceed the expectations of every client by offering outstanding customer service, increased flexibility, and greater value, thus optimizing system functionality and improving operation efficiency.
We provide software development, web development, and programming trainings.
INTRODUCTION OF PROJECT
The IT SERVICE HELPDESK provides -
1.Better quality services
2.Unified traffic management systems
3.Superior safety systems
4.Integrated reliable ticketing systems
5.E-commerce for freight transport
6.React quickly to market requests
The primary purpose is to manage, coordinate and resolve Incidents as quickly as possible and to ensure that no request is lost, forgotten or ignored. Links to Configuration (Asset) Management and knowledge tools are generally used as supporting technologies.
JAVA
An object oriented programming language
Platform independent
Internet friendly
Secure
Multi threaded
Most popular among programmers
Compiled and interpreted
Java Servlets
Servlets are the Java platform technology of choice for extending and enhancing web servers.
Servlets provide a component-based, platform-independent method for building web-based applications, without the performance limitations of CGI programs.
JSP – Java Server Pages
Java Server Pages technology uses XML-like tags and scriptlets written in the Java programming language to encapsulate the logic that generates the content for the page.
Any and all formatting (HTML or XML) tags are passed directly back to the response page.
By separating the page logic from its design and display and supporting a reusable component-based design, JSP technology makes it faster and easier than ever to build web-based applications.
Help Desk Definition
A source of technical support for hardware or software. Help desks are staffed by people who can either solve the problem directly or forward the problem to someone else. Help desk software provides the means to log in problems and track them until solved. It also provides the management information regarding support activities.
Who Should use Help Desk
Companies that provide IT network Management Services.
The organization who want to provide instant solution to their customers.
Our help desk solutions provide an efficient and cost-effective way for your organization industries to manage, co-ordinate and resolve incidents as quickly as possible. Minimize overhead substantially by reducing dependence on internal IT help desks, full time employees, capital investments in hardware and software
Important features
Web based application
Can be accessed globally
Centralized complaint management & redressal.
Authenticated User Login (encrypted password)
Categorized user / Complaint management.
Instant solution & escalation process
Tracking complaints and maintaining history of each
Advanced search options
Facility to Export to Excel & PDF format
FAQ management & solutions for complaints.
IT – Service Desk
The Service Desk extends the range of services and offers a more global-focused approach, allowing business processes to be integrated into the Service Management infrastructure.
It not only handles Incidents, Problems and questions, but also provides an interface for other activities such as customer Change requests, maintenance contracts, software licences, Service Level Management, Configuration Management, Availability Management, Financial Management for IT Services, and IT Service Continuity Management.
ITIL - Common characteristics
They represent the service provider to the Customer and to the User (internal or external)
They operate on the principle that customer satisfaction and perception is critical
They depend on blending people, processes and technology to deliver a business service
Service Desk
To provide a strategic central point of contact for customers and an operational single point of contact for managing incidents to resolution
In addition, the Service Desk handles Service Requests
Activities:
Improve service to, and on behalf of the business
Provide advice and guidance to customers
Provide rapid restoration of normal service operations
Meet expectations set out in the Service Level Agreements (SLA)
Management information
Conclusion
The key for having a successful business is not just coming up with a product that amazes everybody, but actually providing those who buy it, a support level that ensures customer delight.