SolarWinds

IT Help Desk

Simplify help desk ticketing, IT asset management, and end-user support.
Why SolarWinds for IT Help Desk Management?

  • Centralized help desk management » Streamline and automate IT service management—from ticket creation to resolution.
  • Remote IT administration and troubleshooting » Eliminate the need to physically visit end-users for desktop support. Do IT remotely!
  • Anywhere, anytime customer support » Provide instant remote support to end-users located both inside and outside the network.
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Web Help Desk

With the real needs of IT professionals in mind, SolarWinds has created a platform to support Help Desk Teams, the main focus of this solutions it is to simplify the process of requests/tickets through a web based platform that allows them to manage every single ticket sent since it is opened until it is closed.

The SolarWinds Web Help Desk was design to keep ticket management easy, simple and centralized. In the Dashboard of thi solution (that can be edited by each IT professional) it is possible to see the number of requests, the IT professional that is associated with it, the ticket status, the requests with no IT technical determined and time of response be SLAs.

TI Help Desk e Gestão de recursos Web-based:

  • Streamlines the help desk ticket process from request to resolution.
  • Includes fully-customizable forms that are easy to change to match your IT support workflows.
  • Manages and tracks the full lifecycle of hardware and software assets.
  • Supports self-resolution of issues with a searchable knowledge base.
  • Affordable, per-seat pricing for technician logins – no hidden costs for end-user logins or managed IT assets.
  • Simplify and centralize ticket management.
  • Creation of a FAQ area that allows users to dismiss doubts and frequently asked questions.
  • Automated ticket attribution management, in other words it is possible to assign by default a tickets with no need for manual management.
  • Daily/Mothly reports custom made to fit the real needs of each company.
  • Every ticket creates an history that enables the assigned IT technical (and IT team) a close follow up of each ticket.
  • Convert emails into tickets in the Help Desk management system.
  • Inventory management.
  • Web Help Desk integration with SolaWinds DameWare solution.
Web Help Desk DataSheet
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DameWare Remote Support

O DameWare Remote Support é uma solução que permite uma administração remota completa e, assim, pode controlar utilizadores remotos através do seu portátil ou até dispositivo iOS. Ligue-se aos seus sistemas e tenha a capacidade de gerir todos os seus servidores Windows e infra-estrutura Active Directory.

DameWare

Benefícios:

  • Permite dar suporte a milhares de utilizadores sem sair do posto de trabalho.
  • Poupa tempo com a possibilidade de completar tarefas de administração Windows remotamente.
  • Gira computadores Windows a partir de qualquer local com dispositivos iPhone ou iPad.
  • Preço por administrador invés de por computador gerido, tornando esta solução mais acessível.

Principais características:

  • Reinicie remotamente servidores e notebooks.
  • Controlo remoto sobre desktops móveis.
  • “Start and Stop” a serviços Windows.
  • Visualização e limpeza de Windows Event Logs.
  • Copiar e eliminar ficheiros de computadores remotos.
  • Gestão do Windows Active Directory.
  • Tome controlo completo do desktop dos utilizadores com apenas um clique.
  • Recolha screenshots de desktops remotos.
  • Instale agentes automaticamente à medida que precisa destes.
  • Administre remotamente servidores Windows, workstations, desktops, portáteis e impressoras através de uma consola central de administração tipo-Explorer.
  • Exporte informação de dispositivos Windows remotos, como dados sobre computadores, drives, discos, grupos, impressoras, WMI, entre outros dados.
DameWare Remote Support DataSheet
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DameWare Mini Remote Support

O DameWare Mini Remote Control permite um controlo rápido, seguro, simples e remoto de portáteis e desktops. Esta solução inclui todas as características que precisa num software de controlo remoto.

DameWare

Benefícios:

  • Software de acesso remoto de fácil instalação, utilização e manutenção.
  • Preço por administrador invés de por computador gerido, tornando esta solução mais acessível.

Principais características:

  • Ligue-se e controle, de forma simples e rápida, desktops remotos, laptops e servidores.
  • Fornece controlo remoto a Mac OS X, Windows e Linux.
  • Com agentes de instalação “on the fly” inicie sessões de controlo remoto sem reiniciar.
  • Estabeleça ligação com computadores sem necessidade de interação com o utilizador.
  • Configure e instale agentes em grande número com o MSI package builder que se encontra incluído.
  • Segurança total, dispõe inclusive de autenticação por smart card, entre outras formas de autenticação.
  • Ligue-se e controle endpoints e servidores remotos, de forma rápida e simples.
  • Utilize a funcionalidade do Chat built-in para trabalhar com utilizadores remotos durante a sua sessão de suporte.
  • Partilhe sessões e ecrãs, capture e salve screenshots, transfira ficheiros e muito mais.
Dameware Mini Remote Control - DataSheet
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Dameware Remote Everywhere
Deliver on-demand remote support from anywhere with our cloud-based solution.
Key Features
  • Fast and easy remote control
  • Safe remote support with advanced encryption and multi-factor authentication
  • Essential endpoint support for everything from desktops to mobile devices
  • Supports multiple languages
  • Reporting engine
Dameware Remote Everywhere Datasheet
Help Desk Essentials Pack

Save time, money, and resources by automating and simplifying help desk and IT support tasks.

  • Centralized ticketing and incident management;
  • IT asset management (ITAM) with automated discovery and centralized inventory;
  • IT change management and customizable approval workflows;
  • Reporting, SLA alerts, and customer surveys;
  • Remote control Windows, Mac OS X e Linux.
Web Help Desk - DataSheet
Dameware Remote Support - DataSheet
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Service Desk

A modern IT service management (ITSM) solution to eliminate barriers to employee support services

Key Features
  • Incident management consolidates, manages, and prioritizes incoming tickets.
  • Service catalog standardizes service request and fulfillment processes.
  • Fully integrated IT asset management compiles hardware, software, POs, and more.
  • Service portal for users to have a single place to submit tickets and requests.
Service Desk Datasheet