RMS NetDesk is a web interface into the RMS Service Desk. Using a Web browser provides a quick to implement and easy to use mechanism to access many of the features of our award winning solution. The flexibility of this interface lends itself to a range of uses.
In the support environment personnel are often required to go to site and also to provide out of hours cover. Both of these scenarios require access from a location other than the office. This often results in a time delay between resolving a problem and recording the details of the resolution and can create an unnecessary negative perception.
If a piece of hardware is faulty then a support visits may lead to something being taken away for repair or a replacement being installed. Without access to the contract and accurate recording of the inventory movements, stock control and updated customer records quickly become out of date. Sacrificing inventory accuracy will result in loss of control and incorrect reporting.
RMS NetDesk provides varying levels of access and drill down features to different user groups.
Easy and cost effective to implement.
An option to the RMS Service Desk is RMS NetDesk, which provides access to the RMS database through an Internet interface. Users are authenticated as they sign on, and given the appropriate level of access. The user can enter a new call; enter the call number to update an existing call and search for calls. In addition, the details of support contracts and inventory can be viewed.
A user can be limited in their view, either according to the support team that they belong to or by being explicitly associated with a customer. In the latter case, the user can only log calls against that customer or search and view calls for that customer.
Saves time and improves efficiency
If required the user can also be set to have a limited view of the system in terms of the call detail that can be seen. If limited in this way then only a simplified call screen is displayed. If the user has full access, then the full call details can be viewed and updated.
Minimal training requirements make this the perfect choice for organisations with multiple user requirements.
Simplified Call Logging
Users require virtually no training in order to use RMS NetDesk. Once authenticated through sign on, they are given the appropriate level of access.
They can then:
A user can be limited in their view according to the team in which they belong; a simplified call screen is then displayed.
Privileges can be set to determine accessibility to various functions including:
Alternatively by being explicitly associated with a customer, the user can be restricted to only log, search or view calls for that particular customer. If the user has full access, then the full call details can be viewed and updated.
Reports
Reports are provided on statistics, such as call or worklist details. Access can also be provided to a wide range of management information. Reports can be tailored to provide individual requirements to performance statistics. Site defined reports can be published and support contracts reviewed using RMS NetDesk.
Using RMS NetDesk will save time and improve efficiency in many ways:
A very flexible mechanism for proving access by unlimited numbers of users to RMS Service Desk.
