Intelligent Support ™
How do you support your end users? Well if you’re not sure than see if you can answer the following questions:

• How do you keep track of all the support requests made by your end users?
• How quickly does the IT support team respond to the end users call for help?
• Do you know the number of requests made by each business, department or end user?
• How good is your support team?
• How efficiently are your team able to resolve issues?
• Ever thought of streamlining the way you support your end users?
• Are you able to assign tasks to your team and track the deadlines?
• Do you need help? If yes then read on…..

Today, information technology is intimately allied with the business than ever before and thus one cannot work without the other. When systems go down they can sometimes create havoc not to mention the loss of business and the unnecessary down-time that eventually hits the bottom line!

If you’re responsible for providing and managing your companies IT systems can you afford not to respond to the business when they call? A missed call for support leads to end users becoming disgruntled and sometimes even resentful of the IT systems they now find themselves relying on so extensively. All this can have a detrimental impact to the smooth running of any business. Subsequent investment in enhancements or more sophisticated software will be curtailed since the business will see no need to invest further if they are unable to utilise systems they already have in place.

ICS have pioneered a new kind of support system called Intelligent Support that allows the end users (i.e., the customers) and the support team (i.e., the supplier) to form a bond where both work together in a streamlined manner to ensure the IT systems are utilised and maximised for the benefit of their entire organisation. This unique system provides an insight to the end user of how, when and who is dealing with any problem they report. Automatic notifications are used to alert the support team the minute a new log (i.e. request for help) has been created by an end user and another notification goes out the minute the problem is resolved by the support team. There is also an option of sending out sms as well as emails.

Too good to be true? Well not really, today ICS support over 500 users across several businesses, spread across a wide geographical area using this system to ensure their users can easily and efficiently get support when they need it most.

Features of the Intelligent Support System:

Web Enabled
The Intelligent Support system is completely web based and thus enabling all businesses and organizations to utilise instantly. This system provides a simple user friendly interface for managing and tracking support problems across a number of companies, departments and divisions that could be in the same location or widely dispersed on a global scale.'

The Intelligent Support System acts as a central point through which problems or issues can be reported and managed. The entire system is operated through a web browser and designed to be used both by your support staff and your customers. With inbuilt robust security features the Intelligent Support System can be installed on your local web server and accessed from any machine from anywhere in the globe.

Other Features
ICS Intelligent Support solution automates many aspects of a company's IT fault reporting procedures and tracking environment. Typical functionality includes;

• Log management,
• Log tracking,
• Assign and track tasks,
• Monitor each support consultants performance,
• Problem resolution,
• Self-help capabilities,
• Management Intelligence,
• Reports

The solution is shared by all members of a support area, including the first point of contact for the support and the staff that receive job requests for later resolution.

Prioritize and manage all help desk work orders through the Intelligent Support System and set your company free:

• Enable employees to check the status of the help requests they've submitted online
• Allow employees to find existing solutions through a Self-Service Knowledge Base
• Evaluate opportunities for improving your current support structure through a Survey Management too