The document summarizes the key features and benefits of DeskCenter Helpdesk software. It describes how the software allows for efficient problem management, time management through a service calendar, knowledge base access, and mobile web access. It provides concise details on core functionality like ticket management, reporting, and integration. The summary highlights how it improves response times, productivity, and allows for centralized access and management of service requests.

1. Helpdesk
Problem Management
With DeskCenter Helpdesk there is always
direct access to user and asset information.
Efficiency is achieved with service requests
Helpdesk as tickets and work orders are created auto-
matically.
Service Calendar
DeskCenter .Web
Time Management
DeskCenter‘s Helpdesk introduces a Cal-
endar which functions as a planning app
where all dates, times and Helpdesk staff
are simultaneously controlled together. In
addition, all system components, tickets
and users are interlinked. Recurring tasks/
requests are managed in a series of dates or
Responsibility times.
DeskCenter Management Suite‘s Helpdesk
delivers on the promise of taking responsi- Knowledge Base
bility in providing the best all around sup- Every employee can access the Knowledge
port functionality. It creates, organizes, Base articles with problems and resolutions
tracks and resolves all of the issues pertain- in real time. A targeted search provides a
ing to the organization‘s IT infrastructure. solution, which dramatically improves on
DeskCenter‘s Helpdesk significantly im- the resolution time and relieves the Help-
proves the response time (real time) and in- desk staff to attend to unresolved tickets.
creases overall productivity of the support
personnel. Systems, components, docu-
ments and daily service requests are con-
veniently presented in a central dashboard
from a single database and has remote con- USA
trol capabilities.

2. Helpdesk
The Power of One.
Service Management Solutions -
Practical, Efficient and Comprehensive
Core Functionality Benefits
Helpdesk • Smooth integration and readily available in
• Custom Escalation Management real time
• Simultaneous Multiple Projects • Easy ticket management
• Automatic ticket assignment • Comprehensive analysis of problems
• Adaptive Alert System • Global access via web interface
• Rich e-mail and Ticket Templates • Flexible & easy to automate workflows
• Extensive Reporting • Direct access to system assets
• Automated ticketing and monitoring
Service Calendar • Improved service quality
• Schedules Management • Assignment of activities and costs
• Fully integrated Resource Planning
• Linking dates, times, systems and Mobile Web Access
users DeskCenter‘s .Web Console allows for any-
time, anywhere access to the Helpdesk sys-
DeskCenter .Web tem. New tickets can be created, assigned
• Single Point of Contact and escalated and the status of open tick-
• Knowledge Base for Self Support ets can be monitored. At the same time,
• Comment function to map tickets the Helpdesk personnel can edit and close
• Extensive assignment of user rights tickets using the .Web interface. The cen-
• Export function for Microsoft Excel tralized access to the system allows for the
and Adobe PDF “bird’s eye view“ of the overall Helpdesk
status. Ease of access speeds up and simpli-
fies problem resolution.
“The DeskCenter’s Helpdesk system allows
us a fast and reliable support of all of our Licensing
employees as well as a comprehensive ticket DeskCenter Helpdesk and Service Calen-
management. Quick and thorough imple- dar are available as add-on apps. The .Web
mentation made our decision to go with app is already included in the Base Package.
DeskCenter’s Helpdesk even easier.”
Andreas Paland, Landkreis Cuxhaven
The Cuxhaven district has 11 Helpdesk USA
DeskCenter USA Inc.
staff members and cares for over 850 of its 309 West Park Ave
employees. Long Beach, NY 11561
Direct: (516) 442-1508
Sales: (516) 442-1509
Fax: (516) 442-0282
www.deskcenter.com
DeskCenter® software, DeskCenter® Software logos and all other DeskCenter® software products or service names are registered trademarks of DeskCenter® Solutions AG. © 2010 DeskCenter® Solutions AG. All rights reserved.
DeskCenter® USA is the registered trademark of DeskCenter® USA. © 2010 DeskCenter® USA. All rights reserved.