Do you get a lot of walk-ins from employees with issues like a malfunctioning printer or PC? Is IT constantly interrupted and staff can’t focus on their duties, since they’re having to deal with technical problems?
So busy dealing with incidents you have no time for development projects? Do you want to move the activities of the entire IT department from ‘firefighting’ staff issues to being a fully-fledged partner of the entire Business?
How about users reporting an incident into Service Desk, which is then automatically categorized and assigned to the correct agents – as well as starting up the administrative workflow management… That’s the way.
User tickets in Service Desk are automatically assigned to their qualified agent. The requester can see who is working on their task, when it will be resolved, and what is going on. Clearly assigned tickets to make each request resolution go faster and more transparent.
Requests are automatically sorted according to assigned SLA priorities. Day-to-day tasks can be distinguished from the company’s strategic goals. The team has their work clearly laid out including how much time is available for each activity – so deadlines never get overlooked.
Service Desk gives you a clear idea of the team’s workload and the effort they devote to individual activities – every task and the time spent on it is recorded. You know what tasks soak up the most capacity, where it could be saved and who is doing what.
The ticketing system is user-friendly. In addition to the IT department, we can also easily migrate across to the HR, Administration or Building management departments’ agenda. The system ensures that each task is assigned to the right team and member, so you don’t waste time sifting through tickets.
The AI assistant offers the resolution team a swift overview of recently resolved incidents that might be relevant to a new request. If it discovers a recommended course of action in the knowledge base, it proposes it as a potential solution. Additionally, the assistant notifies you of similar requests in other services, expediting incident classification and assignment to the appropriate service.
Decrease support tickets and workload by implementing an effective self-service knowledge base. By adding solution articles for the most recurring issues that are easy for users to resolve themselves, you can save valuable time and resources for your support team.
Have you implemented Microsoft 365 in your business but are missing a help-desk tool? Do you want to maximize the value of your investment 100%?
We develop our tools for the Microsoft 365 context, both in terms of integration and user adoption. Using our products is much like MS Office – users find it familiar straight away.
Browse tasks and assign tickets, stay on top of emails and create requests from within Outlook. Have the power of the entire Service Desk, directly in Outlook.
With our Service Desk integration for Teams, users raise tickets directly from chat. The extension speeds up an incident resolution, fine-tunes team collaboration, and streamlines communication across departments.
With Azure DevOps integration, developers gain a comprehensive view of customer conversations related to an issue, allowing for seamless collaboration with support teams to resolve issues without leaving the platform.
Team management and IT performance assessment reports help you defend your budget as well as motivate your team. Get out of the box reports to see how well you're meeting goals, metrics, and KPIs.
Our ticketing software is primarily focused on SMBs and Mid-market. We will apply the same care and professionalism when we deploy Service Desk in a single department or company-wide.
During the implementation, we train future Service Desk administrators so they can control the tool without our help. But our cooperation doesn't end here. We organize webinars, regularly collect customer feedback and share our know-how. More importantly, our technical support is here for you every working day.
Do you have an idea or comment about our product? Share it with us in the Service Desk user section. We keep all your suggestions in mind and improve the software based on them.
"ALVAO progressively found its way into almost all our departments. Colleagues see that it works and want to reap their own departmental benefits. Being based on ITIL® principles, it naturally helps us meet regulatory requirements."
“We quickly put ALVAO into operation. Everything went smoothly, thanks to how easily the system integrates into Exchange and Active Directory. Since the tool is intuitive, users don’t have to spend time reading manuals. The functions can, however, be more complex if needed."
"I appreciate more responsive dealing with requests, the ability to log the workflow, and faster communication with users. Colleagues value the friendly user interface and simple reports, while the solvers welcome the option to work from mobile devices outside the office."
“ICT staff have more capacity to deal with requests in a meaningful way. They aren’t jumping from one thing to another and getting distracted. All tasks are recorded, whether they are requests from users or within the IT team.”
Streamline technical support and incident resolution with ALVAO Service Desk. Our platform not only simplifies help desk operations but also empowers you to strategically develop your IT and entire organization with advanced processes for both IT and non-IT workflows. Move beyond simple troubleshooting and unlock new opportunities for growth and innovation.
Service Desk will initiate the digitization of your business and protect your organization. Every access request and every issue of an employee access card must be approved by ALVAO. There is an audit trail for everything - all changes are tracked.
You can purchase the product as a perpetual license with operation on your own servers, or leave the operation and maintenance to us in the form of a SaaS solution running on Microsoft Azure always with the latest version of the product - you have the flexibility to terminate the subscription at any time.
Create custom request forms. Structure everything according to your own needs. Select the items and specify their display order.
Are you losing track of your company’s assets and where they are right now? In addition to Service Desk, we offer an Asset Management product – an ALVAO solution to keep track of all assets and software.
The tree-structured database in Asset Management is easy-to-follow, shows you exactly what is where, and speeds up your mandatory inventory-taking from weeks to days.
Responsible IT operations do require numerous administrative tasks that are important, but needlessly burden the team. Routine operation involves reams of forms, documents and bureaucratic procedures. We’ll help you get it done better.