eMosad – Helpdesk
DPS Kuwait helpdesk solution (E-MOSAD) helps organizations to provide maximum user satisfaction by ensuring business operation efficiency. It allows organization employees to place complaints and retrieve relevant information for problem resolution. Help desks are now a fundamental and core part of good business service and operation. However, addressing the tricky issues, selecting the right tools, and managing the help desk correctly can actually be a very daunting task.
Solution Features
To improve business practice in terms of efficiency and effectiveness by developing state-of-art technology.
Improve business user’s satisfaction.
Improve equipment quality control and system support.
Improve business operating efficiency.
Tracking service activities.
Tracking technical/non-technical regular jobs (traking backups, maintenance)
Provide access to the widest audience of business users.
Providing a simple, user-friendly web interface for managing and tracking technical support problems.
Enable fast cycle time to information.
Key Modules
Incident Management
From this module, an incident is created, modified, or deleted. One can also assign an incident and record and track all activity related to this incident through the resolution stage.
Problem Management
When several incidents occur that have the same underlying problem, creating a problem record that links these
Configuration Management
Configurations are records that represent a location within an organization. A configuration relates a client to the equipment assigned to them. It tracks items or groups of items assigned to a specific client or company.
Crisis Management
The whiteboard is a bulletin board created for each situation that multiple people need to know about. A whiteboard notice can be configured to identify how often it gets updated (refreshed) when the message displays.
Work Order Management
Use work orders to track and record task-oriented resolutions associated with resolving an incident that could not be resolved over the telephone. You can open an associate with single or multiple work orders with an incident.