Radical IT Help Desk has all the functionality that you would expect of your IT Help Desk Software from Service Level Agreement (SLA) tracking, automatic escalation, change request, warrantees, repairs and service clocks. Furthermore it communicates through multiple channels offering call, e-mail, SMS and web integration. Radical offers the unique flexibility to adapt to the organization’s ever changing business environment.
  

Following standard ITIL procedures Radical captures incidents from the initial contact with the customer through to resolution of requests against the applicable service clock. With the use of unique Call ID Radical is able to show a full audit history.
  

Radical can extract/display reports using Excel, Crystal Reports or SQL reporting tool or for day-to-day information for support and management use Radical’s own filters to display relevant data.
  

Radical IT Help Desk also enables you to keep track of your Assets. From initial purchase following its lifecycle in the organization Radical keeps track of fixed assets allowing for different ownership classes (rent, lease, buy) and their related service contracts, as well as related warrantees, repairs and status. You can also manage software assets (SAM) in terms of licensing, depending on the packages bought and number of installations.
  

Benefits:
  

• Easy user interface 
• One entry point to view all customer information 
• Locally developed and locally supported gives quick turnaround for resolution of requests 
• Locally priced 
• Add Ons - the ability to plug in other solutions for further functionality 

MOBILE enablement - PDA integration 

We are seeing a shift in customer demands as the nature of business becomes more competitive, where workforces have become distributed, and the related systems and processes have to adapt to cater for these complexities. The Partnership with MYMOBILITY is just one way to enable the ‘mobility’ of the workforce, offering real time interaction between our current systems and the people out on the field using PDA’s. The result is increased efficiencies through the process, effective management of resources and increased customer service levels in a way that we have not been able to deliver before.
  

PROACTIVE IT Asset Management - SynchPro 

A complete IT Asset Management and Software Licensing Solution by automatically gathering key information from computers connected to networks. Integrated with Radical SyncPro will visually display vital information about workstations and servers on the network without adversely affecting performance on the network. To assist IT Support to reduce the number of reactive calls and become more proactive SyncPro can send alerts directly to the Radical IT Helpdesk where SLA’s are managed and therefore warn support before customers become aware of any issue. 

Not only does the system track your assets, it tracks their location, owners, depreciation, useful life and residuals.
  

Facilities Management 

For those organizations that want to manage their infrastructure and facilities such as your business premises, electric gates, warehouses, air-conditioners, machinery, etc. Radical is enables the scheduling of maintenance down to allocating of tasks. 

Through a single point of contact support can see:
  

• Customers and their relationships 
• Assets 
• Warrantees 
• Contracts 
• Service level agreements (SLA) 
• Creates and displays schedules for the day/week/month/year 
• Allows for proactive maintenance