Helpdesk is an online remote control problem resolution program that helps minimize business inconvenience resulting from outbreak of technical problems in PCs. When a TCO!stream user encounters a problem and submits a problem report via Web, Phone, E-Mail, Fax etc., the Super Admin (Admin) provides solutions to the problem by using the resolution tools (such as remote control, and chatting). Before dealing with the problem, the Super Admin (Admin) may analyze the H/W and S/W information of the user and refer to the relevant data to fix the problem. In addition, the administrator can raise the business efficiency by using various forms of reports provided by Helpdesk. Helpdesk is a web-based program which serves to easily find solutions to problems that occur in PCs.
Notification
- Alert When Problem Has Been Submitted
- Alert When Problem Detail Has Been Edited
- Alert When Problem Has Been Transferred
- Alert When Problem Has Been Completed
- Alert When User Satisfaction Has Been Verified
- Receive SMS Notification (Optional)
Bulletin Board Management
The Super Admin can add, edit, or delete any features (such as notice, board, downloads) of the bulletin board. This will create an environment whereby every lastest updates, news or announcements can be publish by administrator to the web.
Reporting
- Problem Solved Rate: Problem solved rate of Admins by problem type
- Time of Problem Requests: Statistical by time when problem were submitted
- Action Maker Job: Job performance by Admin (Action Maker)
- Daily Job performance: List of Admin job performance of a specific date
- Time Elapsed to Solve Problem: Time taken by Admin to solve problem
- Department: Statistical data of problem types by department
- Satisfaction: Statistical data for users satisfaction
- Problem Type: Statistical data by problem types
- Problem Device: Statistical data by devices with problems
TCO!stream Helpdesk System Workflow
Helpdesk system operates under the basis of the Local Network and is divided into the user group, Admin group, and Super Admin group. The online problem resolution process works according to the following procedures:
- Outbreak of a Problem: A problem is found in the user’s PC.
- Submit a Problem via Web: The user submits the details about the problem.
- Problem Classification/Allocation: The submitted problem report is classified and allocated to the appropriate Admin group (based on problem location &
type). - Problem Transfer to each departmental Admin: Problems that have been classified are transferred to each departmental Admin accordingly.
- Remote Control Problem Resolution Service: Problems are handled using the remote control tool.
- Send Problem Resolution Result: The resolution details recorded in solving the problems are sent to the HelpBox server.
- Send Happy Call: Once the problem has been completely taken care of, the satisfaction evaluation request about the resolution result is sent to the user
from the HelpBox server. - Report/Check Result: The Super Admin logs into the HelpBox server to confirm the problem report list and produce various reports.
- What is Desktop Virtualization?
- Benefit of Desktop Virtualized System
- Features
- System hierarchical and implement structure
- Central management but local processing (computing)
- Cloud virtual client platform
- Unique multi-layers, nodes and inheritence technology
- Local cache function
- Compatible to any Window OS, authenticated AP and Linux distributions
- Every time or manual recovery function
- Load balance and redundancy
- Input/output ports block function
- File and image dispatching function
- Network control function
- Access VLAN capability
- Joint domain function
- Checking, tracing, and saving clients' activities
- Product Brochure
Get in touch
Address:
No. 52-1, Jalan PJU 5/21,
The Strand Kota Damansara,
47810 Petaling Jaya,
Selangor Darul Ehsan.
Telephone: (603) 6142 3598
FAX: (603) 6142 3698
E-mail: contact@wtech.com.my
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