System and method for a computerized helpdesk

摘要

It is disclosed a system for providing a help desk service to several facilities of various organizations. The system includes a computer network interface, a management unit and a cellular network interface. The computer network interface receives service calls from web browsers operated by users at the facilities, and conveys the service calls to the management unit. The management unit receives service calls originated at a communications channel such as the computer network interfacing the computer network interface, identifies individuals associated with handling the service calls, and outputs messages associated with handling the service calls, and identification of the individuals. The cellular network interface receives the messages and the respective identification of the individuals, and uses SMS to submit the messages to the respective individuals.

主权项

1. A system for providing a help desk service to one or more facilities of one or more organizations, said system comprising:
(a) a computer network interface configured for
(i) receiving at least one service call from a web browser operated by a user at one facility of said one or more facilities of said one or more organizations; and(ii) conveying said at least one service call to a management unit; (b) said management unit configured for:
(i) receiving at least one service call originated in at least one communication channel, said at least one communication channel including at least one computer network interfacing said computer network interface;(ii) identifying at least one individual associated with handling said at least one service call; and(iii) outputting at least one message associated with handling said at least one service call, and at least one identification of said at least one individual; and (c) a cellular network interface configured for:
(i) receiving from said management unit at least one message associated with handling said at least one service call, and at least one respective identification of said at least one individual; and(ii) using short message service to submit said at least one message to the respective at least one individual;
and (d) a preventive maintenance module operative for:
(A) receiving preventive maintenance data associated with instrumentation systems residing at one or more of the facilities; and(B) issuing service calls in accordance with said preventive maintenance data; wherein said management unit receiving an issued service call, routing it to individuals associated with handling said issued service call, getting updates on actions undertaken in handling said issued service call, submitting said updates to a preventive maintenance manager and sending updates on service call closing back to the preventive maintenance module, the closing update becoming part of said preventive maintenance data.