We are a Training and Consultancy
company which has been operating
for over 16 years

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CTCS Online

Helpdesk Services


Help Desk Services

We offer a fully staffed and managed Helpdesk which is ITIL ready offering the following :

  • Dedicated helpdesk number and e-mail address
  • Incident Management
  • Problem Management
  • Service Catalog
  • Knowledge Base
  • Self Service Portal
  • Automatic ticket dispatch
  • Helpdesk Notifications
  • User survey
  • Help desk reports

Your users can call us and  talk to one of our staff or leave a message for a call back.  They can also E-mail us and last, they have access to their own helpdesk portal where they can log requests and see a FAQ in order to help them solve their issues

Incident Management

Reduce outages, improve agent productivity, meet SLAs, and manage the complete life cycle of IT tickets. Automate ticket workflows to let your IT technicians focus on other important tasks.

Problem Management

Classify, analyse, and close problems. Analyze root causes and reduce repeat incidents to boost your IT help desk’s productivity.

Service Catalog

Showcase your available IT services to end users and give a new face to your IT. Create and publish your service catalog with custom service-level agreements (SLAs) and multi-stage approvals.

Knowledge Base

Empower end users to solve repeat incidents with a knowledge base to deflect tickets from your IT help desk. Narrow your search using keywords and topics.

Self Service Portal

Facilitate easy request creation, keep end users informed on ticket progress and approvals with automated notifications, and make company-wide announcements of outages.

Automatic ticket dispatch

Auto-assign tickets based on technician availability with technician auto-assign. Uses either the round robin or load balancing method to cover every ticket.

Helpdesk Notifications

Alerted IT technicians when tickets are created or assigned will keep your end users informed every step of the way with email and SMS notifications.

User survey

Gather end-user feedback with the built-in survey. Allowing us to measure Our IT support team’s responsiveness.

 Help desk reports

Generate detailed built-in, custom, query, and flash reports pertaining to various IT help desk modules including requests, problems, changes, assets, surveys, contracts, and purchases.

Trend Analysis

We wil carry out monthly trend analysis to ascertain problem devices, issues and users.

This will have the added benefit of allowing us to see any trends relating to particular devices or in the case of users, whether there is a training requirement.