Web based help desk software solutions

Facilities Management software for help desk support services, asset tracking and stock control

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FM software

sitehelpdesk-FM software may be enhanced at anytime with the following :


EML


SLA

shd-FM logo

Box ImageComprehensive Facilities Management software solution suitable for use by any internal Facilities Management and Estates departments or Caretaker support function. This application is being used by all types and sizes of organisations including a number schools and colleges.

The web browser based software provides your company employees with online support and self help even when you are not available. 

You can install on any existing Microsoft Windows server on your premises and take full advantage of the shared open source code or alternatively we can host your FM software on our cloud servers freeing you up from the hassle of installation.

The simple configuration options allow you to get fully up and running within hours. You may download or initiate your online support today from our installation page.

sitehelpdesk-FM allows your staff to log and track their own requests and provides full asset management, stock control and more. Here is a summary of just some of the features.

Staff Service Request Call Logging and Self Help

Internal staff may log support calls using any web browser directly from a link to the software application on your Intranet . 

  • Fully integrates to your Intranet site fonts, colours and logo.
  • Configurable Welcome message and ticker notifications of events.
  • Option to use Windows login authentication to identify the user (on premises only - cloud hosted requires staff have a secure login over the internet). 
  • Numerous options to collect the information to meet your specific requirements.
  • Auto assignment to support staff teams or third parties and email notifications of call reference number and details.
  • Options for Scripted questions, answers and prompts for self help or to obtain additional information.
  • Template calls for rapid entry of repetitive tasks.
  • Intuitive self help with FAQ's auto display based on type of request and links to further documentation, web pages, reports and graphs.
  • Staff may add their own events entry and close their own calls.
  • Options for automated email and SMS notification to Operators to notify them of call assignements.
  • staff satisfaction feedback and survey features.

Service Desk Administration and Management made easy

Simple set up by selecting optional features through the software configuration interface including setting your own terminology. This is supported by comprehensive Administration and Operator guides and on screen help to guide you through the process.

  • Outgoing email integration using SMTP are included in software as standard to notify support staff and those making the enquiry of new call and events as things progress.
  • Incoming email to ticketing auto generation available with the addition of EMLmonitor.
  • Schedule template calls to be created and assigned automatically (requires SLAmonitor)
  • Links to technical papers, third party support sites and internal documentation.
  • Add and Edit FAQ database with attachments to further information for Operators and end user self help. These can be made available to support staff, general staff or both, Keeping the user experience relevant.
  • Operator privilege settings and organisation into Teams.
  • Satisfaction survey building and the software can automate survey requests or you can sample.
  • Customer feedback comments for compliance to standards like ISO 9001.
  • Configurable menus via the software interface allowing you to add your own items.
  • Privileges set for each member of the Facilities Management team so they only see what they need to see, keeping menus and pages uncluttered.
  • Additional field settings with required, optional and on-close only options.
  • Scripted questions prompting collection of relevant informaition for that particular type of request. This can supercede existing form filling especially when third parties are involved who require their own set of relevant data.
  • Up the three levels of nested categorisation to aid assignment, allocation of priorities and detailed reporting of work undertaken.

Support Staff Service Requests, Asset Management and Stock Control: a set of integrated tools

Support Operators log into sitehelpdesk from any PC using their web browser or use a smart phone to log new calls, manage calls in their queue, update inventory records and deal with any pending Follow up actions on the move . 

  • Rapid user/ customer search and entry of new calls
  • Call Type Scripting can prompt operator with resolution or collect useful and relevant information. 
  • Templates may be set up for individual or multiple related calls for rapid entry and to ensure procedures are always followed or quick fixes get logged.
  • Call linking and group closures.
  • Attach files to call tickets and diarise events.
  • Full audit history on call ticket updates.
  • Call prioritisation with traffic light flags indicating when SLA thresholds are reached or use Due dates. You  may receive email prompts on SLA violations with SLAmonitor.
  • Urgency flags
  • Knowledge base key word search interfaces across call history KB, Links and FAQ's.
  • Problem management reviews from call type history trends.
  • Inventory management / Asset management / Stock control with loans / issues  and tracking.
  • Third part warranty/ support contracts and registers.
  • Last audit date recording and scheduling of planned maintenance.
  • Stock records by site with low stock level reorder notifications.
  • Email and SMS text notification facilities.
  • Work sheets for organising detailed tasks that must be completed before a job is closed.
  • Management of availability and work load summaries.
  • Time sheet recording and Billing.

Reports, Graphs and 3D Charting of volumes and trends in service requests received, types of assets and their location and monitoring the Facilities Management support staff performance.

The sitehelpdesk-FM facilities management (FM) software has all the graphical and query reporting for request management included in sitehelpdesk but is enhanced by

  • Asset management enquires and reporting in graphical and tabular formats for export to spreadsheets.
  • Flexible asset register form design to gather required information for all the different types of assets including motor vehicles.
  • Track loans and issues of equipment and inventory items.
  • Full drill down enquiry of assets or calls with related event histories.
  • Flexible reporting on trends, peak and slack times, metrics of changes and many more.
  • SLA success and failures expressed in graphical and tabular formats with percentage in and out and enquires into failures for resp0nse and complete. May be summarised by priority, operator, department, site etc.
  • External contacts database.

All this and more at an unbelievable price - Click here to download a free software trial of sitehelpdesk-FM or to trial our FM software cloud based and see how it can benefit your organisation >

Additional Resources

Feature Comparisons

Smart Phone Interface

System Requirements

Click a screen image below for more detail.



user screen sample
 Staff Self Service

 

Administration page sample
   Administration and Configuration Management Pages  

 

call management
  Facilities Management of Service Requests and Assets

 

 

graphs
 
Flexible Dashboard Reporting of Facilities Management Performances. 

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