"Jcom were contracted to upgrade our service management system to a full ITIL compliant solution. Through the combination of software integration and consultancy Jcom have enabled us to improve our service and have allowed us to easily achieve our FSA commitment".
IT Manager - Finance Sector

By enabling your staff to self-serve, the demand on the service desk is reduced. Richmond SupportDesk enables users to not only query the knowledge base, but also log new incidents and track their existing ones via email or the web.

Customer Satisfaction Surveys

Surveys can be sent to individual customers or groups of users following the closure of an Incident. The Management Console provides pre-defined reports that allow the analysis of customer satisfaction levels and highlight areas where improvements can be made.

Call Logging & Tracking via Email

Key email features include:

• Ability to raise new and update existing incidents
• Automatic notification of incident responses and resolutions
• Automatic sending and receiving of file attachments
• Automatic notification of permanent fixes or workarounds

Business Benefits

24-hour access to service desk information

Progress of incidents can be seen in real-time

Reduced workload - when users log their own incidents the call volumes experienced by service desk operators is reduced

Quick and easy implementation - Richmond SupportDesk can be installed, configured and running within minutes

Browser-based - no software is required to be installed on client-side. User can simply log in without the need for pre-configuration.

For further information on Richmond SupportDesk Self Service benefits please call our Service Management team on 0208 943 22 22 or email info@jcom.co.uk