Introduction

What Is ALVAO Service Desk

ALVAO Service Desk is a technical support information system which enables you to:

• collect requests from users;
• inform requests about the solution progress;
• document communication between the requester and the solver;
• document the solution method;
• archive completed requests;
• evaluate the work of technicians and of the entire Technical Support Department.

The system is designed for ICT departments and for specialized technical support departments.

• Requester – a common system user who logs in requests and follows their solutions.
• Operator – assigns new requests to solvers.
• Solver – resolves requests assigned to him/her.
• Manager – evaluates the work of operators and solvers.
• Administrator – ensures correct operation of the system. Assigns user roles.
• Approver – approves or rejects requests that have been assigned to him/her for approval.

In typical set-ups, the "requester" role is assigned to all users.
In smaller teams, solvers usually also have the role of operators and thus assign requests to be resolved to themselves.

Please refer to ALVAO Service Desk on the Web for more information.

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