Service & Help Desk Management — Marks Group Services

At The Marks Group our certified consultants, project managers and visual basic programmers can help you make the most out of your service and help desk system. Our services include the following.

System Overview and Review
Advanced Customizations
Knowledge Management
Internet Access
Asset Tracking
Auto-Ticket Generation
Training
Business Process Automation
Reporting
Automation
Data Migration
Data Integration

System Overview and Review. Our technicians and consultants will perform a full review of your service and help desk system at all of your locations. We’ll ensure that the system has been properly installed, configured and optimized for access for all of your users. We’ll test out the installations of any additional products, such as knowledge and asset management modules to make sure they’re working correctly with your service and help desk system. We’ll verify that you are running the most recent versions of all your related modules and perform upgrade procedures if necessary. We can also provide written reports to management of our findings and our recommendations for making the best use of your service and help desk system. [top]

Advanced Customizations. Our technicians can add new screens to your service and help desk system and configure existing screens based on your particular needs and industry best practices. We can customize your toolbars to only include the right amount of processes needed to operate your system. [top]

Knowledge Management. If you’re not using a knowledge base you don’t know what you’re missing! Our consultants and technicians can recommend the best knowledge management solution for you. We’ll ensure that these products are installed and configured correctly and any purchased databases are properly migrated. In addition, we’ll provide all necessary training so that your employees are comfortable searching knowledge base articles and even creating new articles for review and submission into the knowledge base. [Top]

Internet Access. Are you fully leveraging the internet with your service and help desk system? Our technicians and consultants will review how you can best be using web based modules. We will outline for you the benefits of allowing both your internal technicians and the employees or customers they’re serving to access your service and help desk system via the web to enter or update call tickets and check outstanding issues. As you determine, we will install and configure your web-based modules for your use. [Top]

Asset Tracking. You may be a candidate for Asset Management modules. We will perform a review of your entire system and make a determination if these modules are right for your help and service operation. We will perform an overview of how it’s used and if you decide to implement, we will perform all installations, configuration and training services. [Top]

Auto-Ticket Generation. If your users aren’t submitting requests via e-mail then they should!! Our technicians will configure Auto Ticket Generation so that e-mails received by your service and help desk system will automatically create call records and trigger a process for assigning and escalation. Either through direct e-mail or through a web page request, we will ensure that your users can submit their problems to your help desk over the internet, rather than incurring the cost and time of phone calls. [Top]

Training. The Marks Group has training facilities in Villanova, PA for all of the products we sell. Also, we provide onsite and web-based training using our web conferencing service (the same service we use for our popular monthly free training webinars). Our trainers will teach your employees how to do just about anything in your service and help desk system. [Top]

Business Process Automation Module. Whenever anything happens in your service and help desk system, the automation and rules modules can trigger actions. When a ticket is created you can make sure it gets assigned to the right person. When a ticket is unresolved for a period of time, you can make sure that it’s escalated. When tickets are received via Self Service or through the Auto Ticket Generator, the automation and rules modules can handle that ticket in any way that you determine – filling out fields, completing journal items, assigning the call and monitoring it. Our technicians and consultants can configure the automation and rules modules to do all of this after we help you determine the processes you’d like to implement based on the industry’s best practices. [Top]

Reporting. Our consultants can train your people how to best modify existing reports or design new reports from your database in either Crystal, Access or any other ODBC compliant front end application. In addition, we can configure these reports ourselves for your convenience. [Top]

Automation (Alerts, Auto-Tasks, Groups). Alerts sound the alarm when something is opened, closed or unresolved. Auto-Tasks will complete a bunch of tasks quickly without lots of keystrokes. Groups allows the users to monitor help desk information at their fingertips. Your service and help desk system provides a powerful way to quickly alert all technicians of a problem, group the problem under one item and close it out when resolved. The Marks Group’s certified consultants and technicians will configure and train your designated as to the productive use of these very powerful tools. [Top]

Data Migration. Oftentimes, our clients have data that needs to be exported from one source and imported into your service and help desk system. Our technicians can setup a data migration profile to ensure that information coming from one source always ends up in the right place in your database. [Top]

Data Integration. If you’re running other systems that would need information from your service and help desk system, or if your service and help desk system needs information from other systems, our visual basic programmers can help. We can design custom applications to move data from one place to the other either in batch or in real time. Our consultants can recommend and specify the best type of integration for you and test the work done by our visual basic programmers. We do our best to ensure that our clients are not doing repetitive work. [Top]

Check out The Marks Group certifications for the HEAT, GoldMine and Microsoft CRM product lines.