THE COMPLETE SOLUTION TO FULLY INTEGRATED ASSET CONTROL
"THE GUYS IN YOUR TECHNICAL AREA HAVE DONE A SUPERB JOB - IT'S PERFECT!"
- OMYA SOUTHERN PTY LTD
"WHAT SURPRISED US THE MOST WAS THE SIMPLICITY AND USER FRIENDLINESS OF HARDCAT, YET IT IS SO POWERFUL"
- CLEOMASS SOLUTIONS
"HARDCAT IS A NICHE PRODUCT WITH NO COMPETITOR WE COULD FIND"
- SYTEL INC
"EVEN THOUGH YOU'RE HALF A WORLD AWAY, THE SERVICE WE HAVE RECEIVED THUS FAR HAS BEEN BETTER THAN SOME OF OUR LOCAL VENDORS"
- KENTUCKY FARM BUREAU
"WE TESTED EIGHT SYSTEMS BEFORE SELECTING HARDCAT"
- ASSET LOGISTICS, INC (USA)
"I HAVE LOOKED AT OTHER PRODUCTS ON THE MARKET AND HARDCAT IS BY FAR THE MOST COMPLETE."
- COURVILLE AUCTIONEERS (TEXAS, USA)
"I WOULD HAVE TO SAY HARDCAT IS THE BEST ASSET MANAGEMENT SOFTWARE I HAVE EVER USED"
- BOSTIK (AUSTRALIA)
"HARDCAT IS THE BEST OF THE BEST"
- CANON (USA)
"I DON'T KNOW HOW WE SURVIVED WITHOUT HARDCAT. WE NOW USE IT FOR EVERYTHING"
- INCHORD COMMUNICATIONS INC (USA)
"IMPORT WENT GREAT (THIS PROGRAM MAKES ME LOOK SO SMART). I REALLY LOVE THIS SYSTEM AND ENJOY WORKING ON IT."
- WINN CARIBE COMMUNICATIONS, INC. (USA)
"I BELIEVE HARDCAT COULD BECOME THE NEXT BEST THING SINCE EXCEL FOR BUSINESSES."
- MC CLAIN CONSULTING (SAN FRANCISCO USA)
"HARDCAT IS ECONOMICAL, EASY TO USE, AND FULL OF STANDARD AND OPTIONAL FEATURES."
- ERNST AND YOUNG (AUSTRALIA)
"HARDCAT IS MUCH MORE THAN ASSET MANAGEMENT. OTHER PRODUCTS WITH ITS POWER WERE MULTIPLES OF 10 THE PRICE OF HARDCAT."
- NORTEL
"HARDCAT SUPPORT IS IMMEDIATE, I HAVE NEVER SEEN ANYTHING LIKE IT... YOUR PRODUCT IS AWESOME!"
- GERBIG SNELL/WEISHEIMER (USA)
"THANK YOU FOR YOUR TIME AND YOUR ASSISTANCE IN GETTING US UP AND RUNNING, AND AGAIN WE ARE ALL VERY PLEASED WITH THE PRODUCT."
- POWER ASSOCIATES, INC. (USA)
"YOU GUYS ARE GREAT TO WORK WITH. I CAN SEE WHY YOU ARE SO SUCCESSFUL."
- SOUTH METRO FIRE DEPARTMENT (USA)
"I'M EXCITED TO BE A PART OF THIS HARDCAT INITIATIVE THAT COMBINES THE EFFORTS OF FOLKS IN IT, OPERATIONS, AND FINANCE!"
- UNIVERSITY OF PHOENIX (USA)
"YOU GUYS ARE SIMPLY FANTASTIC"
- COBURG GHANA LIMITED (GHANA, AFRICA)
"HARDCAT - NO QUESTIONS AND WE LOVE IT!"
- JEFFER, MANGELS, BUTLER AND MARMARO L.L.P. (USA)
"WE GIVE HARDCAT A SCORE OF 10 OUT OF 10"
- LAKELAND COLLEGE
"OVERALL THE HARDCAT TOOL IS SECOND TO NONE."
- ERNST AND YOUNG (AUSTRALIA)
HELPDESK, ITSM, FAULT REPORTING & CHANGE MANAGEMENT

Hardcat software is a powerful yet easy to operate modular asset management system with the ability to manage your assets from initial purchase through to final disposal. The Help Desk Module (which like all other optional modules links into the Core Module) is featured on this page.

PURPOSE

The Hardcat Help Desk Module allows a single integrated solution to manage:
  • IT Service Management
  • Fault Logging, Reporting and Resolution
  • Change Management
  • Technical Knowledgebase
By registering and maintaining up-to-date records on all hardware and software problems, users can immediately identify assets under warranty, maintenance support details and the performance history of each asset.

A variety of tools are included to allow problem diagnosis (and possible user correction) prior to sending a technician out on site. A key system benefit is the automatic calculation of down-time for performance statistics on assets, asset types and suppliers.

Change Management requests can be accurately tracked with a complete audit trail.

FEATURES
  • online registration of all hardware & software problems
  • automatic problem attachment to asset
  • central 'problem knowledge' database for problem solving & quick diagnosis
  • automatic downtime calculations & problem resolution costs, including labour & spare parts
  • management of supplier, maintenance & warranty information
  • information sourcing by 'key word' search
  • escalation of outstanding problems
  • personnel register for quick sourcing
  • comprehensive search & report
  • e-mail connectivity
  • problem prioritising
GRAPHICAL REPRESENTATION OF ISSUES
The Help Desk module includes the facility for high quality output of both text reports and graphical charts to improve management control over problem resolution.

Graphical representation of problems can be presented in 2D or 3D pie charts or bar charts, which can be viewed, printed, or cut and pasted into other Windows applications such as spreadsheets or word processing documents. The charts display problems broken down by:
  • asset type
  • location
  • caller
  • priority
  • supplier
  • problem type
  • engineer
AVAILABLE REPORTS INCLUDE:
  • General Statistics (by asset type, location, caller, priority, supplier, problem type, engineer)
  • Individual Details
  • Priority Levels
  • Resolutions
  • Configuration listing
  • Escalation tables
FULLY INTEGRATED WITH OTHER HARDCAT MODULES!

A key benefit of the Hardcat system in general is the smooth flow of relevant information between related modules. The Help Desk Module provides seamless links to:
  • Hardcat Core Module
    • Updates costs of repairs/service to asset "Additional Cost" schedule
    • Shows active problems for individual staff in "People" database
    • Updates individual asset downtime according to pre-defined asset Service Levels
    • Allows asset information such as warranty end date, maintenance agreements and previous asset problem/maintenance history to be viewed at the touch of a button
  • Optional Hardcat Stock Module
    • In the actions area for each Problem record the user can specify a stock item (such as spare parts) and quantity used to complete the solution, with that quanity of units being deducted from stock on hand in the Stock Module
  • Optional Hardcat External Interface Module
    • Custom interface for users to log and review progress on help desk problems change requests and other issues via a custom browser interface
    • Custom interface for technicians and engineers to view and update actions taken on problems, change requests, and other issues
KEY BENEFITS OF THE HARDCAT HELP DESK MODULE
  • user-friendly self-logging of requests for end users
  • customisable interfaces for both end users and technicians
  • automation of problem/issue management and assignment
  • improved operator support confidence
  • improved equipment quality control & systems support
  • improved business operating efficiencies
  • tracking service level agreements
FOR MORE COMPREHENSIVE INFORMATION...

Please feel free to contact your local Hardcat representative if you have any further queries on the Help Desk module.

 
A WORLD LEADER IN ASSET MANAGEMENT SOFTWARE & SERVICES
Copyright © 2007 Hardcat Pty Ltd ACN 052 494 818. All rights reserved. Hardcat is a registered trademark and the Hardcat Logo is a trademark of Hardcat Pty Ltd. All other names and marks may be (registered) trademarks of their owners, and are used for reference or identification only.