Service Desk Support Prevents Double-Booking Dilemmas

Published 12th June 2007

Richmond Systems SupportDesk v6.61 helps put IT staff on the front foot...

Richmond Systems, a provider of service desk software, has announced the latest release of Richmond SupportDesk v6.61, the Windows™ web and mobile IT service management solution.

This release now includes a specialist resource calendar so that each engineer’s appointments and tasks can be seen in a single interface. System administrators can then review which items impact on team resources for future activities, change requests, holidays and closed days. Users are also made aware of potential conflicts with an engineer’s existing schedule so that alternative arrangements can be made.

IT staff are able to display and keep a track of recorded activity and tasks in their Microsoft Outlook® Calendar, ensuring that key service desk tasks are not forgotten, remain visible and are not double booked.

The upgrade builds on the existing Richmond Systems SupportDesk v6.5 solution, which conforms to the ITIL® best practices, allowing a phased approach to rapidly implementing incident, problem, configuration, change and service level management.

“Effective IT support is a key business driver, helping increase company performance while improving customer services. The enhanced functionality of Richmond Systems SupportDesk v6.61 demonstrates our commitment to service desk staff and the role they play as a strategic company support,” commented Eric Wright, managing director at Richmond Systems.

“IT support staff face huge demands on a daily basis, yet often have limited resources. This can leave office workers attempting to fix problems themselves. Support desk software must be able to help teams use their time more effectively and avoid wasting precious time and money,” Wright concluded.

If you would like to download a free trial version of Richmond SupportDesk v6.61, please visit www.richmondsys.com/downloads.

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