Help Desk

Get IT support under control

For many organizations, Help Desk is seen as a support function that IT needs to address quickly with minimal impact on their projects. In reality, poor Help Desk management can lead to an inferior customer experience and lack of performance from your support staff. Delivering an integrated solution, Genius Project allows you to have single point of access to your project statuses, portfolios health and daily logged events. With Genius Project’s work flow engine you can easily capture and manage Help Desk events improving the quality and speed of your service.

Capture all IT requests

Genius Project Helpdesk allows your team to create IT tickets over the web and follow its status in real time. IT requests can be mapped to your ticketing process allowing your team to have access to ticket history, status and related resources.

Manage multiple helpdesk queues

As issues are captured and assigned, different views are available to view the progress of requests. Based on the complexity of issues, Genius Project Helpdesk provides multi queues allowing users to escalate issues for resolution.

Configurable escalation process

With Genius Project’s powerful workflow engine, organizations can automate the escalation process to ensure consistency of processes and procedures.

Measure performance

To monitor help desk performance, users can manually or automatically input time on each issue by using the stop watch feature that provides accurate data to management. In addition, Different management views and dashboards are available to track the status of every IT ticket equipping help desk managers with the best information possible to produce actionable statistics and reports impacting help desk performance.

Next Steps

For more information about our products you can reach us at:
+1.866.877.4364
+41.21.310.7000