TekDesk™ is a web-based interface TekOffice™ . Alongside with the TekLink™ 1 remote support software that connects the supported users to our helpdesk and assists in troubleshooting, it is the heart of the TekOffice™ software suite developed by LiveRepair.com. Basically, TekDesk™ is an advanced interface for convenient and efficient computer support, incorporated into TekOffice™ software suite.
The TekDesk™ interface creates a unified workflow between the support team, or teams which may work in different locations and time zones, and the end-users. It features special consoles for each user type. Depending on its role in the system, each user type is assigned special security rights that allow for access to necessary tools without jeopardizing the overall security of the system or allowing unintended exposure of sensitive information. The following primary user types are used in the TekOffice™ suite:
- User - an end-user that needs to have access to the helpdesk system
- Expert - a support technician that has the rights to use the remote support tools to provide technical assistance to the end-users
- Shift Administrator- a special type of a support technician that has the rights to use the remote support tools and manage the support workflow by assigning inquiries to standard support representatives and terminating inquiries.
- Helpdesk Manager - the highest ranking support technician with access to all tracking and reporting tools
- Manager - an administrative role that allows full access to all reports across all companies
- Billing Administrator - an administrative role that allows license generation and user account management for most user types as well as access to most types of reports
- Administrator - an administrative role that allows full access to user account management
- Partner - a special administrative role that allows license generation for some user types as access to reports restricted to the boundaries of a specific company
- Affiliate - a special administrative role that allows access to some reports restricted to the boundaries of a specific company
Thus TekDesk™ brings together supported users, support technicians, managerial personnel, and external partners by connecting them into one virtual support area. It features online chat, email handling, file transfer and voice over IP (VoIP) chat as basic remote support tools. Tracking, statistical, and monitoring tools, also integrated in TekOffice™ , generate extensive statistical information about the helpdesk usage.
By being purely Web-based, TekDesk™ does not require an explicit installation on both supported user and technician side in order to get or provide support. Therefore, TekDesk™ is easily accessible from any computer connected to the Internet. The Web-based architecture of TekDesk™ makes an update distribution process absolutely automatic and instant.
It is easily customizable to the needs, style and appearance of the existing software products and Web applications. TekDesk™ can be easily integrated into any Web- or Windows-based application using the standard integration mechanism or via a custom gateway using Web forms, custom components, or Web services.
The TekLink™ application, another integral part of the TekOffice™ suite, features the screen-sharing and remote PC diagnostics technologies, therefore ensuring quick and convenient problem resolution.
1 TekLink requires explicit installation. A spell checker on the support technician side is an ActiveX component.
