Page 1 of Anyone work on an IT helpdesk ?

Does anyone here have anything to do with an IT helpdesk. If so, do you use a helpdesk package for recording problems/fixes etc ? Which one, and what do you think ?

I`m looking around at them for work at the moment but can`t find any I`m happy with.

Thanks up front

Wad.

I am a systems engineer .. we use Goldmine / Heat which is geared up for our type of industry.

GoldMine (shudder!!!)

We use Richmond SupportDesk to catalogue calls and resolutions.

Nick

Spent 6 months on the helpdesk at the place I am working at the mo (I am now a sys dev tech, much more interesting work!). We used Gemini, basically because it was cheap. However the version we had (and still have, as we haven`t managed to sort out an upgrade) was useless! Really strange way of working, I guess there were some nice features in there, but we only used it for basic call tracking, and I came to the conclusion that I could write a better helpdesk in asp with an SQL database, and it was far more likely to do what we needed it to do that way. Anyway, never got to work on that project, and to be fair, the newer versions dont look that bad....

Just my 2 cents!

I`m an IT manager in a medium size business (500 or so employees). We developed a helpdesk in house using SQL server and .asp pages as many software packages were overpriced, overly feature rich and involved poor support agreements. If you aren`t lucky enough to have decent IT development resource try Network Associates Magic Total Service Desk. I`ve used it previously in a larger organisation and it works well though don`t expect it to come cheap as it is an enterprise sized tool.

One thing about helpdesks are that there are loads around. Get in touch with all the major players and some smaller ones and you`ll find them tripping over themselves to give you trial versions and little stress busting toys. If you are in a larger organisation you`ll probably get invited to loads of jollies such as track days and race meetings....

Go to google and search for help desk software, plenty to keep you busy :-)

Crikey, this takes me back. When I was an engineer at Merrill Lynch we used Heat. It`s reliable (or it was back then) and does the job. I don`t know what the licensing costs are though.

Anil
_____________________________________________________________
Site Reviewer
DVD Reviewer
My YMDB Top 20

We use Assyst by Axios Systems

Cheers all. Its a new company, only 20 employees so far but now growing. We`ve made do with excel spreadsheets so far. I`ve been through this process twice before with other firms, and each time we`ve ended up writing our own.

I tried the google search on Monday, spent the rest of this week wading through the tosh. I`ll look at your suggested apps though, thanks.

Anil, you used to work for ML? I was at their Investment mangement arm up until about a year ago (made redundant after a grad program).

Anyway back to the question, we used Remedy to log calls.