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Seeking recommendations on a help desk software package that can serve an I.T. department of seven who support about 200 computer users in a company that runs INFOR XA ERP software on an iSeries 520.
Our initial plan is to have the IT staff rotate on the help desk on a weekly basis. The help desk calls will be forwarded to the person on help desk duty at the time. We need software so we can log calls, make assignments, track status, etc. Long term however, we'd like the software to allow users to make their own requests as well as provide attachments to their requests.
We're open to either Windows or iSeries packages but it must be browser based. We'd like to look at robust packages but there's some urgency to getting a help desk up and running and we don't want to spend too much time on complex software. To that end, we'd be willing to look at a low end system that we could scrap if we needed to down the road in order to implement something more robust.
Any suggestions for bare bones or robust packages?
Bryan Burns
iSeries Specialist
ECHO, Incorporated
Lake Zurich, Illinois
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