Hello all,
We have 100+ users with very few people in remote location. And I am the only one IT guy in our company + we have basic AMC from other Service Provider (I will take help from them while I am rush in issues, and network related stuff).
For any issues, users give a phone call (around 80%), few emails and very directly ask to assist. We don't use any Remote Control software to support but directly attending to user's desk.
As I am only person in IT, I don't have any supervisors/manager to report when it comes to technical things, but I need to coordinate with Finance Dept. for IT purchases.
One thing is, I don't maintain any log for complaints (IT issues) anywhere (neither on note book nor excel log), but only issues came through emails will remain as record. Here I am not talking about documentation of IT resources, but only about Helpdesk related logs/complaints.
Is that necessary to have record/maintain complaints and resolutions for them ?
Further do I need Helpdesk system in my Scenario ?
If Yes, two Helpdesk software to my mind :
- Spiceworks Helpdesk : As you know it's free with support. I like it's simple interface, mobile app to be active on the Go or instant reaction etc.
- ManageEngine Service Desk Plus (standard free) : Other idea is, if I am going to start some Helpdesk, why not use something industry aware for their (maybe it will add an advantage in my CV profile if I look further in other company ? I don't know how SW HD will be recognized in the industry ?). On other hand, ME Service Desk is saying ITIL based/compliant Helpdesk, how's it going to fetch in knowledge or career ?
If I go with setting up Helpdesk system, I need to respond on all tickets, need to update, close, open tickets on behalf of management, guiding users to do so , of course I need to spend extra time to do all above. Is that reasonable to do/realistic for me ?
Appreciate your suggestions !!