Change Country Tel: 0161 474 0444

Matrix42 Service Desk

Proactive Service Management with the Matrix42 Service Desk creates transparency and standards, ensures user productivity and provides the tools required to work cost-effectively. Matrix42 Service Desk helps the support team provide efficient help by asking the right questions when the ticket is created, and by forwarding the ticket automatically to well-trained support staff. Matrix42 Service Desk is completely integrated with the Matrix42 Service Catalog and related processes.

Key Features Key Benefits

• ITIL v3-based problem and change management helpdesk solution.

• Easy collection of tickets and correct assignment to the service staff in charge.

• The ticket automatically includes all information from contract, asset and license management.

• SLA and KPI monitoring: automatic prioritization of incidents, response time monitoring, initiation of escalation levels and notifications to the correct persons.

• Automatic documentation and history.

• Higher service quality through faster problem resolution times.

• Less administration through automated standard workflows directly from the ticket.

• Fewer helpdesk requests thanks to knowledge base for end-user and 1st-level support.

• Maximum degree of customization and adaptability: easy updates, even after adjustment of surfaces and processes.

• Savings through efficient remote maintenance of PCs and service via Matrix42 Remote Control.

Listings details

Data Sheet

Download