eFACiLiTY's helpdesk module manages the work flow of registering, assigning and resolving of the job requests, problems reported and calls received by  the call center by  way telephonic calls, emails and alarms from the control systems. Knowledge base helps the helpdesk operators by providing vital information on standard solutions, past solutions history, approved solutions or best practices for faster resolution of calls. Features Online call booking, emails, tele-calls and control system alarms Register Problems, Job Requests, Calls Assign, distribute, monitor Escalation based on standard Service Level Agreement (SLA) Recording of all events throughout the life cycle of a call Raise, Track and Close Work Orders Record solutions and post in Knowledge base Service Level Analysis

Features
	Faults and Solutions history
	Fully indexed data for fast searching
	Simple and advanced search functions
	Statistical analysis
	FAQs and Links
Benefits
	Web based centralized helpdesk system for global access
	Easy registration and management of calls
	Integration with Maintenance / Asset Management system provides more benefits
	Escalation helps ensuring better customer service
	Knowledge repository and solutions to problems eliminates loss of valuable data
	Key Process Indicators & Custom Reports - development engines enables easy analysis and control