attend Help Desk®

attend® HelpDesk is a solution designed for the user support center management to assist different departments in the daily use of information systems (SAP, Windows, PC's, printers ..) or general corporate support services (telephoneair conditioning, building maintenance and many others infrastructures...)

attend® HelpDesk is useful in different service scenarios:

  • IT user support centers
  • General services assistance
  • Preventive maintenance (plant, truck fleets…)
  • Security access incidents registration (security cameras, accesoss…)
  • Corporate resources management: projectors, photocopiers, mobile devices, CTI's…)

Included features

  • Identification of the source of the service request, query or request.
  • Identification of the person or item that generates the incident.
  • Description of types of incidents, queries, phone calls…
  • Record comments or description of the request for services, information attachments…
  • Assign the request to the service group, specialized personnel for the resolution, or the corresponding service.
  • Define warnings, notifications, escalations and service alerts.
  • Time control: lifetime incidence or request, work time, and closing response.
  • Quality control.
  • Service statistics.
  • Defining business rules to adapt the product to their own needs.
  • Organizational tree to define corporation, division, center…
  • Service Request by phone, email, web form.
  • Export data to other applications (data warehouse, ERP ...).
  • Monitoring and control of incidents transferred to third parties (subcontractors for certain services).
  • Inventory or asset recording to which the service is provided.
  • Control of contracts, warranties, leasing…
  • Customization of the solution.


  • Queries that provide insight into the exact situation of service.
  • Statistics and reports that provide data for decision-making.
  • Help to give better guidance to staff training as required.
  • Incident detection related to computing devices or corporate assets.
  • Better coordination of services, easily identifying the highest priority.
  • Knowledge database shared by all the system users.
  • Fast and efficient access to information.
  • Service procedures.
  • Increases the quality (and the user perception) and the communication to the client or user requesting the service.
  • Detects the exact costs of the service, and distribution thereof.
  • Service contracts control, both internal and external (vendors control).
  • Portal access to information (technical access, managers, users / employees).

All the attend® CS are based on attend® Professional.