IT Support Job Related

[tgrigg]

I'm just wondering what other IT support department use to log the jobs that they are doing, for example at my place when someone rings the IT hotline we log that call to our call tracking database and then fill at a page with callers details and problem and then we log it to a member of the support to go fix the problem. So when we open the call tracking database and view it will show all the jobs that are currently open and need to be fixed. What other way does your IT support company keep track of it calls or jobs that you need to do?

[Moby-Dick]

We have our own inhouse .net app for it.
I'v ealso used a number of 3rd party products ( eg Vantif , Clarify , Royalblue , Remedy ) and an ASP one - Exdesk.com

[kempez]

We use HEAT call logging and problem management software to do all of what you have just described

[Kaine (AoD)]

I would tell your ours... but i really would have to kill you hehe

[Rev_Hill]

Many companies use the functionality available in Siebel (Call Center Module / Service Requests) as part of their overall CRM package.

regards

Rev.

[Funkstar]

only ever used a custom database, although at start with it was pathetic, would have been better with index cards and a pencil ended up using a large white board and notes attached to the PC's we were 'fixing' (and i say fixing in a very vague way)

[Moby-Dick]

I would tell your ours... but i really would have to kill you hehe

noptepad

or cardfile from a win 3 machine ....

[EvilMunky]

meh

royal blue
remedy
couple of other worse ones

they all suck due to the nature of them

[eloquence]

We use OnTime here - it's got customisable fields, reporting, searching, etc, and a free single-user licence... www.axosoft.com

[nameinuse]

We don't use anything other than a shared mailbox and Sharepoint, but then we're not supporting a huge number of people. Same in my previous job, it was suggested, but given that it was such a small team it was going to prove more hassle than it solved implementing anything.

[GFiSH]

We used RMS in my old job (NHS) but in my current job I just use post-it notes stuck to my monitor, keyboard, mouse, and whatever else they'll stick to. Education doersn't get a big enough budget for call logging software :-(

[Splash]

We use a hacked about version of HEAT. In the past I've used Clarify and Remedy too. Think I preferred Remedy, but it's always horses for courses.

[sybrows]

We use Saleslogix made by Sage to log calls and issues, based on a ticket system .....it is incredibly slow and not the best.... but does handle a lot of custs, need a new system tbh.
BrOw

[kempez]

We use a hacked about version of HEAT. In the past I've used Clarify and Remedy too. Think I preferred Remedy, but it's always horses for courses.

Yeah ours is hacked about a lot too. Its not a bad system really

[nev_payne]

While the IT dept in my company looks after a substantial network in our company, the bottom line is still - if theres a problem, get it fixed quick. No logs really done...and we have spares to replace systems with.

Hoping to implement a good system of things in the next 2-3 months.

[tiggerai]

We have our own inhouse .net app for it.
I'v ealso used a number of 3rd party products ( eg Vantif , Clarify , Royalblue , Remedy ) and an ASP one - Exdesk.com

And it's pretty damn good too I'm quite impressed anyway.