UNICOM Systems :: ITPOWERPAC® Help Desk for J2EE


ITPOWERPAC® Help Desk for J2EE

Sophisticated Web-Based Helpdesk Application

ITPowerPacHD.gifThe Helpdesk is the backbone of the organization. Its mandate is to support success. By solving problems and getting users back in the race, a well-managed and proactive support center is a key ingredient for companies that value performance.

In today’s fast paced environment, Helpdesk managers and technicians need to handle more calls in less time with fewer resources and they can’t afford to sacrifice customer expectations.

  • OVERVIEW
    OVERVIEW
    OVERVIEW
    OVERVIEW
    OVERVIEW
    OVERVIEW
  • FEATURES
    FEATURES
    FEATURES
    FEATURES
    FEATURES
    FEATURES
  • COMPONENTS
    COMPONENTS
    COMPONENTS
    COMPONENTS
    COMPONENTS
    COMPONENTS
  • REQUIREMENTS
    REQUIREMENTS
    REQUIREMENTS
    REQUIREMENTS
    REQUIREMENTS
    REQUIREMENTS

OVERVIEW

UNICOM’s ITPOWERPAC® Help Desk for J2EE is a comprehensive and fully integrated component of ITPOWERPAC® for J2EE and gives you the tools you need to speed call turnaround, increase user satisfaction, capture institutional knowledge, and efficiently solve problems.

With its comprehensive features and intuitive design, UNICOM's ITPOWERPAC® Help Desk for J2EE lets you easily generate help tickets and service requests. Calls for help are prioritized, and technicians can be automatically notified by email or pager. Mission-critical problems get solved first.

The sophisticated KnowledgeBase captures institutional knowledge and reduces duplicate effort on repetitive issues. Solve a problem once and then automatically resolve similar issues with the click of a mouse. Technicians find the answers they need at their fingertips. Escalation is reduced, and call turnaround time decreases dramatically.

FEATURES

  • Improve your organizational efficiency:
    • Help Desk maintains a repository of vital feedback and statistical data, which indicate organizational strengths and weaknesses
    • Sophisticated reporting allows you to project and chart the trends that matter
    • Proactively service your organization and get the maximum potential from every technician - and every end user
    • Understand which issues come up time and again, and customize your training accordingly
  • Improve Your Helpdesk Performance:
    • Know when the peak call times are, and staff accordingly
    • Client surveys allow you to get feedback from the people you service
    • Identifying and addressing helpdesk strengths and weaknesses leads to increased user satisfaction
    • Coaching and Training function gives the Helpdesk manager the tools needed to assess and enhance staff performance
  • Put the Power of Technology to Work for your Helpdesk:
    • Built to run on any J2EE compliant application server
    • Technicians can open and close tickets on the fly through a browser
    • Authorized end users can access the software
    • Remotely check the progress of tickets, submit a request, or view a service bulletin that explains a widespread outage
    • Search the KnowledgeBase and solve their problem before they call
  • More features of the Industry's Leading Help Desk:
    • Easily maintained on your existing platform
    • Help Ticket generation both internal and external
    • Technician dispatch
    • Automated or user-defined escalation
    • Sophisticated KnowledgeBase
      • Additional links to web resources such as RightAnswers
      • Internal FAQ
    • End user self-help through the Internet, Intranet and Extranets
    • Task tracking
    • Service contracts
    • Asset management
    • Database of technicians, callers, and documentation
    • Online help request posting forum
    • Pager integration
    • Immediately ready to use; no extensive setup
    • Extensive routing and tracking
    • Extensive performance statistics by technician, problem type, caller, month, and day
    • Reporting by ticket, caller, status, problem type, technician, priority and date
    • Work order creation and Task Tracking
    • Supports both internal IT helpdesks and external customer service
    • Customer satisfaction survey
    • Helpdesk technician coaching and training
    • Complete Internet, Intranet and Extranet compatibility
    • Full user guide
    • Easily integrated into the entire UNICOM ITPOWERPAC® for J2EE Suite of software

ITPOWERPAC COMPONENTS

  • Icon - Asset Management.png

    Asset
    Manager

    Optional component that gives you the tools to track and manage your hardware and software assets throughout their life cycle, while giving you critical information about all assets in your infrastructure.

  • Icon - Question Mark - Gray.png

    Help
    Desk

    Optional component that provides collaborative and integrated tracking of software and IT issues/incidents and promotes improved time to resolution for critical components of your IT Service operations.

  • Icon - Faqs - Gray.png

    Issue
    Tracker

    Optional component that provides comprehensive and sophisticated bug and defect tracking solution that offers project managers, developers and quality assurance teams continuous monitoring and assignment of defects, from initial report through to resolution, for various versions of projects or products.

REQUIREMENTS

  • J2EE Compliant Application Server
    IBM WebSphere, BEA WebLogic, Sun Application Server,
    JBoss, etc.
  • Operating System
    Windows
    Linux
    Unix
    OSX
    Sun Solaris
    Midrange (System i | i5/OS)
    Mainframe (System z | z/OS)
  • RDBMS
    Any relational database that supports views and stored procedures (IBM DB2, Oracle, SQL Server 2000, MySQL Sysbase, PostGRE, Ingres, etc.) 
  • Client
    Any standard web-browser (Intenet Explorer, Firefox, etc.)