Service Desk
Backed BY ITIL Framework Enterprise ServiceDesk
Simplify your workflow with Mechanixlab ServiceDesk
ServiceDesk Features
Unlimited User
Unlike other companies that charge a license fee per user, Mechanixlab ServiceDesk offers limitless get entry to your total team, so you can all work together without the extra expenses and distractions.
Our Unlimited User Plan offers you get the right of entry to our core suite of the most relied on ServiceDesk management software, so each and everything of your business can be efficient, collaborative, and informative.
Technical Analyst
IT Analyst analyze all business requirements and recommended appropriate solutions, designs and technology for all data flow to provide effective solutions to all issues to run business flawlessly.
They also recommend efficient modifications to the systems for improving efficiency and reducing the cost of all operations and determining appropriate steps for all IT technologies and assisting in all equipment configurations.
To train all new employees using IT procedures and methods and help compliance to all well-known and technical metrics and provide professional expertise to solve all IT issues.
Unlimited Incident Ticket Creation
Our unlimited incident ticket creation offers you to run your business and maintain workflow upward as much as possible.
An incident is an unplanned interruption to an IT service.
Incident also have a limited effect on the user or business but it occurs frequently to the employees so it can slow down the workflow and business growth.
For example :
1. An employee can’t send emails.
2. Someone issued that the mouse pointer got frozen, not working.
3. Shows an incorrect password when an employee trying to log in.
So, Mechanixlab provides the best affordable ServiceDesk software for your business needs.
Email Notification
Using email notification, the requester will stay up to date about the ticket status changes or services. For example, ticket status can be updated from open to ongoing/closed; priority could be changed from low to high.
So, after creation, everything event that occurs with the ticket. The requester will be notified through email.
this will keep engaging the requester with the ticket status and
It will help to keep business workflow up to date.
Incident Management
Incident management is an action taken during an unplanned event or service interruption that brings the service to its operational state. It acts as a bridge between the IT team and end users that minimize the communication gap.
ITIL framework provides the techniques to ensure smooth business operations to minimize interruption or no downtime.
Our ITIL based Incident management process practise the best principles to keep the quality of a service that requires an emergency resolution.
Service Request Management
A service request is a formal request that an employee or a user asks for advice, service or an asset that could be useful in the business day to day operations. For example:
1. A user asking for the graphics card to improve video editing performance.
2. Request for projector setup training for an emergency meeting
3. Service request for purchasing the latest adobe photoshop.
These kinds of service requests need approval from the higher authority, also need to track the request status after being executed.
So, the Mechanixlab ITIL framework based service request management fulfil all the required needs to run this process effortless for maintaining team efficiency and ensuring business success.
Problem Management
Problem management is the process of identifying the root cause of a business that can occur from a single incident or standalone.
The main goal is to prevent incidents from occurring. It is also the core component of an ITIL framework.
It could also need further investigation for finding the best solution to minimize future incidents to keep the business workflow smooth.
we ensure that our service desk software fulfils all the processes of the ITIL framework.
Change Management
Change management is an aggregate term for all ways to deal with planning, backing, and helping people, groups, and associations in rolling out hierarchical improvement. It incorporates strategies that divert or rethink the utilization of assets, business processes, financial plan portions, or different methods of activity that fundamentally change an organization or association. Authoritative change management thinks about the full association and what necessities to change, while change management might be utilized exclusively to allude to how individuals and groups are impacted by such hierarchical progress. It manages various disciplines, from conduct and sociologies to data innovation and business arrangements.
Release Management
Release management permits you to design, assemble, test, and convey releases to the creation climate. A release can be characterized as the most common way of conveying a bunch of approved changes to IT benefits in a controlled climate. You can utilize release management to convey equipment, programming, documentation, processes, rules, arrangements, and different parts to support activities.
You can raise a release demand for approved changes no matter what partner a change record in the application. All through its life cycle, the release interaction is firmly connected with the change management process. ITIL calls for steadily fabricating a release with ensuing stages to accomplish a smoothed out process. Each stage is a critical occasion or an achievement that includes a significant deliverable in a release life cycle.
Task Management
Task management for the ticket in business includes a normal work breakdown structure that partitions your occurrences into reasonable tasks. Overseeing such tasks on need, while staying aware of the expense and timetable standards, and guaranteeing investigator coordinated effort frames the premise of task management.
User Management
User management is the way of managing user and their account effectively, Giving them access to specific resources in the domain, systems or in a network.
Administration can easily control users, create groups and give permission to resources etc.
In a business, user management is must have required things that should be controlled proper way.
Category Management
Category management is the process of managing categories of the tickets and services where the admin easily can create, delete and update the categories.
For example tickets types like Incident, Problem, Change and Service request category have to manage in one place where category managing will be simple, dynamic and easy.
Mechanixlab Service Desk’s Category management is easy and user friendly.
Workflow and Approval Management
Workflow approval management accelerates the documents, emails, spreadsheets, paper and other old methods. Because emails get missed, the paper is also cumbersome. Still, many companies handle approvals with these methods which are a very slow process compared to the techy world.
Using approval management admin can create service items with custom form filed and approval level based on items that can be requested by the end-user.
Mechanixlab approval management is here to replace the tried, manual process with workflow automation.
Service Level Management
Service Level Management is responsible for ensuring the level of service that meets the consumer’s needs. ITIL practice to set clear business-based targets for service performance so that delivered services can be properly monitored and managed.
Using this management can be set service level agreements also that is a predefined agreement between a service provider and a customer that confirm the services required the expected level of service.
Benefits of service level management
- Provide a clear idea between business units and IT.
- Make sure SLA targets are precise and assessable.
- Easily can monitor the level of customer satisfaction and improve them later.
- Ensure, the expectations of the level of service that will be delivered clear and be informative.
Reporting
Service desk reporting of business is the effective way to measure outcomes for identifing the failure or sucess of a customer support system. Nowadays businesses are more data-driven than before for the gathering about analytics and performance management. Using this data visibility as a chart you can improve your service desk’s performance and efficiency. IT service desk reporting is a vital IT service management practice(ITSM) to help businesses for gathering, analyze and present statistics better way. So, reports tell the overall health of the business to take action areas of improvement.
Knowledge Base Management
Knowledge management is the practice of documenting, sharing, reading and accessing solutions whenever needed in an organization. It is an effective way to handle workflow interruption, that helps to find and solve the incident in a business and brings in a working state. It also improves the IT analyst performance, reduces incidents and response times.
Multi Tenant Support
Multi-Tenant support engineering refers where a single instance of a software application that serves different customers. Every customer is known as a tenant. Tenants might be provided with the capacity to alter a few parts of the application, like create incidents’ tickets or request for services, yet they have limited access to the core suit.
In multi-tenants engineering, different examples of an application work in a common environment. This architecture can work because each tenant physically is integrated but logically isolated; meaning that a single instance will run in on one server and afterwards serve various tenants. Thusly, an application in a multi-tenant design can share information, customer management and different properties.
This means a single service desk software will provide all the requirements to run your business workflow smooth in every sector.
Initiative Customer Support Management
Taking the right customer service management measures is crucial for any service-oriented business wanting to create happiness, bringing clients back. Most undertakings today comprehend that offering phenomenal customer service is mandatory that can bring the business up or down.
Our initiative customer support ensures all the requirements to minimize obstacles for upscaling your business.