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Helpdesk

Help desk personnel often times does not have access to up-to-date inventory data of malfunctioning systems being reported by calling users. Consequently the average incident reporting duration becomes longer as help desk personnel must ask calling users questions including operating system versions, hardware and software information, etc. to qualify incidents correctly.


Incidents can be qualified and solved quicker when help desk personnel does have access to an accurate and detailed inventory. This is because fewer inquiries with calling users are needed as they raise incidents of malfunctioning systems, networks and applications. JDisc Discovery does not only discover hardware and software but also users including logged on users, which helps associating calling users with their computers quickly.

 

Most help desk systems provide import interfaces for external data sources to augment incident data with inventory data. JDisc Discovery's open database structure allows easy import of inventory data into your help desk system.