Take the Pain Out of IT Support
By streamlining issue resolution and promoting end user self-service, SupportSoft helps your organization lower costs and take the pain out of IT support.
SupportSoft Self-Healing proactively identifies and fixes IT issues all by itself, automatically remedying common incidents on end users’ applications or systems before they become problems. The solution even works offline, allowing machines to self-heal when disconnected from the company network.
SupportSoft’s Self-Service application empowers end users to solve issues on their own without help desk assistance. The application guides users through the resolution process step by step, and custom workflow automation allows them to perform multiple steps with a single click, so they can resolve problems quickly and get back to work.
Through SupportSoft Self-Service, end users can easily and securely reset passwords for Active Directory or any linked enterprise application, minimizing password-related help desk calls. The application leverages two-factor authentication to prevent unauthorized access.
For more complex technical issues, SupportSoft Assisted Service provides remote chat and PC control tools that enable analysts to directly communicate with end-users and assist them in resolving problems. And with SupportSoft’s remote diagnostics and repair capabilities, analysts can solve issues in the background while the end user continues to work, minimizing disruption.
Intelligent Information Collection
Leveraging intelligent information collection, SupportSoft gathers system and hardware information and reports it to the central server console.
Knowledge Management Integration
Through integration with leading knowledge management solutions, SupportSoft enables users to easily search for any information exposed by the organization—including content authored by IT and general information—from a single console.
Integration with ITSM (IT service management) software enables users to create and manage incidents from both their desktop machines and handheld devices.
In addition to its core capabilities, SupportSoft delivers a range of additional functionality to further accelerate IT problem solving and enrich the end user experience. Other features include:
- Proactive support alerts
- Advanced search capabilities
- Quick software installation
- Unwarranted software removal
- Cross-device compatibility
- Context-sensitive answers to FAQs
- Application protect and repair