INVICTADesk™, is a leading service desk (help desk) software solution that can be deployed on-premise, in the cloud, or as a hybrid offering. INVICTADesk supports heterogeneous environments, delivering superior service from a single console.

It’s affordability, ease-of-use, quick installation, and tight integration with industry leading endpoint management, business intelligence, and password management offerings make it the optimal choice for organizations of all sizes. INVICTADesk is fully preconfigured with integrations into a number of industry leading products including LANDESK Management Suite, Microsoft Systems Center Configuration Manager (SCCM), Xtraction, Mandriva, and more.

INVICTADesk installations are typically up and running within a couple of days, sometimes hours. With powerful functionality right out of the box, there is no need for lengthy and expensive consulting engagements. Better still it is likely that it’s already integrated into your current endpoint solution, bringing real power to your support desk or help desk.

With its dynamic, web-browser interface that automatically resizes based on device, support professionals are free to support from any computer, smart phone, or handheld with the only requirement being an internet connection.

Key Features

  • Visual problem management with dynamic tag cloud, featuring multiple category reporting, giving rapid indication of biggest problems
  • Dynamic AD integration with authentication including support for simultaneous local users
  • Incident creation and tracking
  • Service request with definable service tags and assignable automatic SLA’s
  • Define workflow to ITIL® v3 framework or fully customizable workflow
  • Role based and group level access control
  • Incident logging via email
  • ToDo and calendaring
  • Flexible, out-of-the-box reporting with top 10 reports including by incident, user, category, department, and asset
  • Integrated knowledge base
  • Fully configurable dashboard
  • Manage tickets through any mobile device with easy access interface
  • Fully definable SLA’s by asset with time targets, plus assignable to a group with ‘follow the sun’ time stamps
  • Self Service Portal
  • Monitor Customer Satisfaction with integrated survey module

Capabilities

  • SLA Management
  • Ticket progress Workflow
  • Customer Self Service
  • AD Integration
  • Powerful Tags-based Problem Indicator
  • Pre-built Reports and Top Ten analysis
  • Service Items (scaled down Service Catalogue)
  • Asset Database (scaled down CI)
  • KB- Knowledge Base
  • RBAC- Role Based Access and Data control
  • Configurable shift hours for true escalations calculation
  • Automatic processing of email based alerts
  • Simple customer satisfaction Survey
  • Inbuilt Technician ToDo connects to external calendaring applications
  • Attach Screen Shots to tickets
  • CSV export

Integration

Microsoft Systems Center Configuration Manager (SCCM) & LANDESK & MANDRIVA & Solarwinds

INVICTA + WME

INVICTA SOFTWARE offers best-of-breed solutions in the areas of asset management, desktop systems management, service desk management, and password reset. Combined with WME’s flexible Managed Services Solutions, you get the management, monitoring, support and reporting to maximize your return-on-investment of your Microsoft Systems Center Configuration Manager (SCCM) and/or Windows Intune environment.

Contact us today, or take advantage of our FREE Consultation, to find out about a specially-priced INVICTA SOFTWARE + WME Bundle offering.