Facilities Maintenance Help Desk, Incident Management Software

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SupportDesk FM

SupportDesk for Facilities Maintenance

SupportDesk can be delivered configured and ready to run for Facilities Maintenance (FM).
SupportDesk FM is an essential tool for effective facilities maintenance management. It provides comprehensive helpdesk capabilites for improved Work Order management and service delivery. Work Orders are given unique numbers and configurable work flow allows automatic mailing of work instructions to third party suppliers.
Extensive SLA management allows monitoring of maintenance performance and alerting for breached times and dates.
SupportDesk FM offers the opportunity to automate building maintenance tasks, reduce costs and provide an all round better service.

Main Features		Additional Modules		Resources

	Key Notes		E-Mail Integration		View a product tour
	System Benefits		Call Escalation		Request a quotation
	Contract Management		Service Level Monitor		View Prices
	Service Level Management		WebServer		Customer Testimonials
	Purchase Orders		Outlook Synchronisation		Download SupportDesk FM Software
	Management Information and reporting				FM WebServer (login/password = super)

	Key Notes
	Work Order Management with configurable logging screens.
	Integrated Contact , Supplier and contract databases
	'Quick Calls' for speedy input of common problems

	Attach files to most record types (e.g. screenshots, product specifications)
	Integrated and searchable KnowledgeBase for solution lookup
	HTML call form for internet submissions
	Full audit trail to track changes in Work Order lifecycle
	Extensive categorisation of all Work Orders.
	Monitor third party and self adherence to service level agreements
	Fully customisable look and feel through the Data Dictionary
	Automatic user e-mail acknowledgement when Work Orders are logged
	Extensive management information & reporting capabilities (click here for details)
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	System Benefits
	Users can perform self-help on selected knowledgebase records
	Users can log, update and interrogate their own Work Orders within the boundaries set by you
	Users can submit Work Orders and make direct enquiries to support without recourse to your people resources
	This reduces your help desk costs, releasing your staff to address other issues
	The WebServer interface presented to your users can be customised and functionality can be restricted
	Increase the speed and consistency of Work Order logging on the web by using 'Quick Calls'
	The webserver is time zone independent; you can provide 24/7 access to support
	Users are empowered and helpdesk staff will see a reduction in time-consuming phone calls
	Work Orders logged via the WebServer are immediately made available to helpdesk personnel
	Your remote technicians can access the Work Orders and address issues in their remit, even when away from the help desk
	Management can assess the help desk situation via the WebServer even when not connected to the network
	The accessibility of remote field service engineers can be tailored to reflect their needs and purpose
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	Contract Management
	Maintain control over Third Party Contracts from Service providers
	Produce reports to show which Contracts are due to expire soon
	Warning message when raising WO's for an expired service
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	Service Level Management
	Monitor third-party Service Level performance
	Alerts for Work Orders exceeding set dates/service level agreements
	Monitor self-adherence to service level agreements
	SLAs can be assigned to Services, or the Incident itself
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	Purchase Orders
	Closely monitor purchase order progression and key stages
	Purchase Order Authorisation
	Flexible shipping costs
	Configurable taxation rules
	Seamlessly transfer purchases to the helpdesk
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Helpdesk Software since 1993

House-on-the-Hill Software was established in 1993 with the aim of developing helpdesk software to improve the productivity and effectiveness of the IT help desk and Customer Service department.

The latest major release of the software - SupportDesk Green - was officially unveiled at the SITS 2007 show in April. This release was developed with customer feedback as the driving force and is certified by PinkVerify™ as being compatible with IT management best practices according to the IT Infrastructure Library (ITIL).

Based near Manchester, UK, House-on-the-Hill Software has a large and diverse customer base spanning over 40 countries. We have longstanding relationships with our customers throughout the US, Europe, Asia, Australia and the UK, who appreciate our prompt and friendly support.
Features helpdesk software & IT help desk software solutions to improve the productivity and effectiveness of the IT help desk and Customer Service department. We also provide helpdesk software for Call Centre Tracking & Monitoring in UK.