Help Desk Management

Enabling the Help Desk

The Numara® Track-It!® help desk software solution is designed to help you build better processes, manage organizational knowledge and solve problems quickly. Keep issues from falling through the cracks and efficiently manage help desk requests, as well as, other processes that require request management:

• Optimize help desk efficiency with an easy-to-use system: Enter issues quickly and accept requests via email and Self Service, an end-user web portal you can configure for your customers. Numara Track-It! provides templates that allow quick population of work order fields and pre-defined values for recurring incidents. It provides trend analysis tools and links work orders to multiple incidents to facilitate efficient problem resolution.
• Empower customers with Self Service capabilities: Give your customers access to help desk resources 24/7 with Self Service, a configurable web portal that will increase customer satisfaction, reduce response times and decrease call volume. You can also provide access to the knowledge base to facilitate rapid resolution.
• Automate alerts, notifications and assignments to improve productivity: Automate key business processes to save time and money and eliminate disorganized handling of repetitive operations. Numara Track-It! supports ITIL® best practices and helps you improve efficiency levels by supporting automatic assignment to technicians based on skill levels including automated escalation processes tuned to your specific business criteria and policies. It also provides automatic alerts and notifications to keep both users and technicians continually informed.
• Reduce diagnostic time by leveraging knowledge gained from prior events: Ensure that reliable and secure solution information is available and that the right information is delivered to the appropriate resource to enable informed decisions. Numara Track-It! allows you to capture obtained knowledge and defined solutions to problems in an easily searchable knowledge base making them available to both technicians and end-users, while eliminating challenges associated with information loss due to staff turnover or absences.
• View asset and requestor history instantly to reduce resolution time: Resolve requests quickly by collecting information on past incidents involving the asset and user in the work order. The Numara Track-It! help desk solution works with the Inventory module to help you spot recurring issues, allowing you to assess the effectiveness of a prior resolution or determine whether it can be quickly reapplied.

Numara Track-It! help desk software allows you to manage people, processes and knowledge in one central location. It also supports ITIL best practices. Find out how it can help you save time and ensure proper relationships between all of your data.

Numara Industry KnowledgePaks

The Help Desk for Help Desk Technicians and End-Users - Updated Daily!
Provide help desk technicians and users access to a centralized and comprehensive technical support database, empowering your technicians and end-users with the answers they need right now! Numara Industry KnowledgePaks (formerly known as Numara® Track-It! KnowledgeBase) is packed with over 77,000 problem resolutions for virtually every popular business application, including applications from Microsoft®, Netscape®, Novell®, Corel®, Lotus®, Adobe®, Symantec® and more. You'll experience reduced training time, lower call volume with shorter durations, improved productivity and support quality, and enhanced customer satisfaction.

Numara Track-It! Recurring Work Order

Proactively Deliver Outstanding Customer Service
Pre-populates repetitive work orders quickly and easily, eliminating the need for your help desk technicians to re-key the same information over and over again.

• Achieve service level agreements with consistent, on-time activities
• Improve productivity
• Save time and reduce costs by using past issue resolutions
• Reduce workload while increasing reliability and accountability

Numara Track-It! Recurring Work Order was developed by our Professional Services team and requires a separate file download.  This solution is included in a Support and Maintenance agreement and must be reinstalled when upgrading your Numara Track-It! implementation.

Numara Track-It! Survey

Evaluate End-User Satisfaction – Best Practice for Creating a High Performance IT Organization
A web-based application designed to help you quantitatively measure overall end-user satisfaction of your IT and help desk services. Develop simple questionnaires that end-users are directed to within email notifications when their work order has been completed. With just a few clicks, end-users will navigate the survey quickly and easily, increasing the number of responses.

• Justify decision making to management using quantitative data
• Increase certainty and avoid assumptions about customer expectations
• Target priority areas to assess and improve
• Increase end-user satisfaction by clearly identifying problems
• Pinpoint critical training needs
• Recognize and reward exemplary technicians
• Identify and reinforce best practices recommended by ITIL® and HDI®
• Create standards of excellence and benchmarks against high performance organizations

Numara Track-It! Survey can assist you in strategically identifying areas for improvement, determining the priorities of issues and discovering which IT or help desk processes need to be streamlined. Numara Track-It! Survey was developed by our Professional Services team and requires a separate file download.