HDManagerNY
Member
Aug 19, 2019, 4:19 PM
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Re: [Pedro] Looking for a real good Help Desk Software
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We're in the process of signing a contract with Alemba vFire. We used to use iSupport, which is a decent software suit if you're looking to save a lot of money. We only paid about $5,000 yr in maintenance fees. Alemba is moderately more expensive at $21,000 yr, but automates a lot of work. I actually got the expense approved by not back-filling an open position in lieu of this software. For example today if a new hire comes on board my guys have to create the AD account, Create the e-mail account, provision an Office 365 license, and a bunch of other stuff. Alemba integrates with all these systems natively so when an onboarding ticket is created the software automatically does it all. All my guys have to do is hand out the hardware and track the assets. Same (in reverse) for off-boarding. It also has a bunch of automated routines for troubleshooting. If a user puts in a Printer ticket it automatically knows which printers the user has access to, then checks those printers to see if there area any errors, before sending it to my team for troubleshooting. The tech can also do a lot from the console like restart the PC, remote into the PC, etc. I can't suggest it enough. I went to the HDI Conference in Orlando earlier this year and tested out 12 different ticketing systems, and this one won hands down. NO I don't get any referrals, so there aren't any links. Just an honest appraisal. This system does all of the ITIL practices (Change, Incident, Asset, and Purchase Management, etc). |