Helpdesk

Nickleby's proprietary Emergense Helpdesk software manages the process of call logging and engineer allocation from initial call to job completion.

Nickleby's Emergense Helpdesk is an online hosted service, so there is no software to install or maintain on-site, and can be accessed by anyone using a suitable browser.

Emergense Helpdesk features:

  • Telephony software allows for automatic call routing
  • Customisable decision matrix that auto-generates the SLA for that service request
  • Date-stamped, detailed job history (full audit trail)
  • Configurable referral process (for budget management)
  • Auto-generated quotes within Quoted Works
  • Captures chase and escalation calls
  • Can be used in different helpdesk environments - central, outsourced or remote
  • Auto-notification of overdue jobs
  • Automatic creation of accruals
  • Accrual value can be displayed on the helpdesk at job creation
  • Visibility of the effectiveness of your helpdesk operators
  • Full training and support provided

The software guides the operator through all stages of call logging and allocation through an intuitive, menu-driven system - minimising mistakes and helping you extract the most relevantmanagement information from your reactive or PPM calls.

All decisions are mapped according to classification schemes that you set in advance, for example types of work, or regional structures. For clients concerned about controlling costs centrally, the system can monitor and trigger referrals for authorisation according to rules you determine (usually nominal job cost).

Emergense Helpdesk can be operated by us, by you, or by any combination you require, thanks to sophisticated call routing rules that you can implement to help speed up fix rates, and reduce costs. 

Full training and support is available on a dedicated number.

Call us now to get more out of your helpdesk.

 

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