Matrix42 Service Desk
Fast initiation for frequently used processes
With the quick start option of the Service Desk, frequently used jobs can be initiated with one click. Your employees get a quick orientation and can create their own quick starts to optimize their workflows.
Incident Recording
The Service Desk supports all job processing steps. Clearly structured masks display all relevant information at a glance and can be customized to address individual requirements.
Service Time Profiles
Use these flexible options for service-level agreements with your customers to define various service levels, delivery times and target values. Such service time profiles are especially useful for individualizing international environments.
SLC Details Reports
Use the service-level management option to not miss any tickets. It provides live monitoring and escalation features and also comprehensive reports for a detailed analysis of the degree of performance and the agreed service levels.
First Shot Rate Report
The Matrix42 Service Desk gives you perfect control over your helpdesk. Comprehensive standard reports allow for a detailed, ITIL-based analysis of all activities. Simply create your own individual reports in case the standard reports do not address all of your requirements.
Clearly structured service portal
Provide your customers with an easy-to-use service portal where they can actively retrieve information on the progress and status of activities or important news at any time. The optional service catalog allows you to offer all additional IT services and deliverables in a well-designed web shop.
A friendly, well-organized customer service is the flagship of every company. As the IT department’s central point of contact, the helpdesk ensures user productivity. As a matter of course, the processes are ITIL-based, well-documented and historicized. The ITIL V3 certified Matrix42 Service Desk is completely integrated with the Service Catalog and related processes. The ticket automatically includes all information from contract, asset and license management to allow the service staff to make fast decisions and take efficient action.
 Benefits
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Service Desk Functionalities
- Easy collection of tickets and correct assignment to the service staff in charge
- Routine jobs are performed directly with the ticket through standard workflows due to integration with administrative tools such as Microsoft Active Directory or the Matrix42 Service Catalog
- ITIL v3-based problem and change management
- SLA monitoring: Automatic prioritization of incidents, response time monitoring, initiation of escalation levels and notifications to the correct persons
