Hardcat Help Desk Software - help desk, call logging and problem solving software - improves problem management, resolution and expedites solutions

Hardcat software is a powerful yet easy to operate modular asset management system with the ability to manage your assets from initial purchase through to final disposal. The Help Desk Module (which like all other optional modules links into the Core Module) is featured on this page. Click on the links (at right) for information on the other modules.

Click here to obtain your free demonstration CD!

Help Desk Module Features

The Hardcat Help Desk Module is an online problem and call logging system. By registering and maintaining up-to-date records on all hardware and software problems, users can immediately identify assets under warranty, maintenance support details and the performance history of each asset. A key system benefit is the automatic calculation of down-time for performance statistics on assets, asset types and suppliers.

It provides the user with:

online registration of all hardware & software problems
automatic problem attachment to asset
central ‘problem knowledge’ database for problem solving & quick diagnosis
automatic downtime calculations & problem resolution costs, including labour & spare parts
management of supplier, maintenance & warranty information
information sourcing by ‘key word’ search
escalation of outstanding problems
personnel register for quick sourcing
comprehensive search & report
e-mail connectivity
problem prioritising

Above: Hardcat brings all details of assets, problems, solutions, people, actions taken, costs and down time into one single screen, allowing for efficient and systematic problem management. Click to enlarge.

Graphs and Reports

The Help Desk module includes the facility for high quality output of both text reports and graphical charts to improve management control over problem resolution.

Graphical representation of problems can be presented in 2D or 3D pie charts or bar charts, which can be viweed, printed, or cut and pasted into other Windows applications such as spreadsheets or word processing documents. The charts display problems broken down by:

asset type
location
caller
priority
supplier
problem type
engineer:

Reports include:

Problem Configuration listing
Problem Escalation tables
Individual Problem Details
Problem Priority Levels
Problem Resolutions
Problem Solutions
Summary by Problem Code
General Problem Statistics (by asset type, location, caller, priority, supplier, problem type, engineer)

Key Benefits of the Hardcat Help Desk module

improved operator support confidence
improved equipment quality control & systems support
improved business operating efficiencies
tracking service level agreements

Above: Hardcat's Help Desk module provides the user with charts which give clear, concise representation of the breakdown of problems. Click to enlarge

Above: The user can build up a library of solutions to various problems, ensuring a faster resolution when a similar problem is next reported. Click to enlarge

For more comprehensive information...

Please feel free to contact us if you have any further queries on the Help Desk module.