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Technology & Oxygen Service Desk

Overview

Traditional IT services businesses, including IT outsourcers, systems integrators, IT consultancies and value added resellers help their clients transform their IT to better support their business or government needs. In doing so they are more than often having to manage, monitor and fix all sorts of problems that can typically arise from a multitude of different technology vendors

The Problem

Supporting multiple external clients brings many problems. Firstly there is the one of different locations and engineers needing to be on site and then there is the contracts themselves which are made up of different SLAs that are critical to the client. Also critical to these IT Service Providers is having the ability to report on the current status and past activities to ensure total awareness and client satisfaction

How Oxygen Service Desk can Help

Originally designed as a Help Desk Software application for the IT Services market where you are supporting multiple external clients and multiple SLAs from different technology vendors.

Oxygen Service Desk provides the backbone for your service requests, allowing you to manage multiple clients with differing support contracts and SLAs from one location.

Give your clients their own Self Service Portal and allow them easy 24/7/365 access to their support tickets; where they can log, track and update their own tickets.

This solution is ideal for organisations or departments where speed of deployment, ease of use, low cost of ownership and rapid user adoption are paramount.

Provide a superior customer experience

Effective service process will enable employees to deliver a consistent and positive experience for your customers. Ensure individual tasks within the process are completed in the appropriate manner following best practise.

Better Communications

Support technicians can log and track their incidents from virtually anywhere with the multi browser based and mobile interfaces. Give your clients 24/7/365 access to their jobs with the Customer Self Service Portal.

Gain real-time visibility and control over service processes

Real time access for managers with live alerting for SLA breaches, allowing for immediate response. Report on workload and workflow patterns for better resource allocation and productivity.

Ensure data quality and integrity

Process models that actually run the process provide consistency and adherence to your clients differing business requirements. Accountable and auditable compliance of process, policy and best practise.

Enable collaboration for your Support Teams

Automatic notifications and work routing across divisions, departments, and suppliers reduces time, errors and the manual handling of process requirements.

Extend the value of existing applications

Leverage existing applications like CRM and Technology Tools by filling in the gaps created with a joined up bolt on.

Respond to change faster

Revise processes to respond to competitive demands quickly and with minimal impact on the business.

Oxygen Features

Feature	Benefit
Process Automation Engine	Ensures per-defined processes are mobilised, accountable and auditable
SLA Manager	Better quality of service
Multiple Service Desk	Enables shared services and improves Return of Investment
Fully Configurable	Complete control over customisation without the need of additional consultancy
Complete Audit Trail	All activity time date stamped
Manage tasks across multiple departments and organisations	Guarantee service requests are fulfilled once responsibility has been allocated
100% web based	No expensive infrastructure required, easy to access from anywhere
Powerful Reporting Module	In built Management and Trend Reports, easily configurable
On-Demand SaaS or Perpetual License Modelling	CAPEX or OPEX pricing structure to fit within your budget
Easy implementation	Gain quick benefits for your organisation