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4. Lotus Notes Domino IT Helpdesk Suite: IT Helpdesk Application Overview

IT Helpdesk is a Lotus Notes Domino software solution that can be deployed to support an IT Help desk in logging and responding to calls, coordinating support services and managing assets effectively. IT Helpdesk for Lotus Notes and Domino allows users to log, prioritise and route calls to the most appropriate person.

Users can review the status of their own help desk calls, and search for a best practice solution to their helpdesk query, increasing response rates and reducing call volume.

Lotus Notes IT Help desk allows the team to maintain high service levels whilst re deploying their activities to ensure the critical IT infrastructure is working at its optimum for business requirements. Repeat problems on troublesome assets can be easily diagnosed and the training needs for frequent help desk users can be easily identified and addressed accordingly.

• Ensure you know all current or unresolved IT help desk / support issues
• Increase effectiveness and responsiveness of the Help desk by prioritising calls consistently
• Allocate suitable service levels to every asset and minimise asset liabilities
• Achieve major time savings as Help desk users log and review their own calls
• Auto-routing help desk calls ensures problems are routed to the appropriate people
• Maintain high service levels with call prioritisation, escalation and costing analysis
• Save time with customisable supplier correspondence templates and auto retrieval of solutions
• Review service levels easily, and analyse where resources are been deployed.

Lotus Notes IT Helpdesk is an application, comprised of five separate modules which can be implemented separately or integrated as required. The modules include the core IT Helpdesk , IT Contract Management, IT Helpdesk Call Management, IT Asset Management and IT Knowledgebase.

For a list of features and benefits of each module, please click on the links of interest to you.

Various releases of the IT Helpdesk Suite are available for use with a wide range of Lotus Notes & Domino versions from 6.5x, 7.0x, 8.0x up to (currently) Lotus Notes 8.5.x & IBM Lotus Domino 8.5.x.
You can find more on the Application Technical Requirements here.

We put every effort into working with you, to ensure our applications work both in the short, medium AND long term, on which ever Lotus Notes and Domino versions you happen to be running.

We'd love to talk with you about your application needs, your business requirements and how we can help.

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