Provide call information within queues specific to an engineer, his team, or a specific organisational unit. Prevents logged calls becoming lost within the system.

Create and populate a new call with just two clicks. Oxygen puts an end to the tedium of inputting commonly logged calls over and over again. Instead, you can simply pre-configure templates with details of both the problem and its solution, which means you could be closing your calls in minutes.

Drive call management by rules associated with groups and/or individuals insuring calls are escalated to the appropriate skilled people, every time.

Create, open and update multiple calls simultaneously, allowing engineers to switch between calls easily when the desk is busy.

Define contracts around people, services, application and hardware. Insuring your services address your business needs.

Manage your 3rd party suppliers of services and maintenance through Oxygen. Insuring their service delivery meets their agreed Service Level Agreement.

Associate multiple Service Level Agreements with contracts, allowing calls to be managed and prioritised against the business criticality.

Calls can be prioritised by setting their Service Level Agreement as set out by the contract. Minimising the risk of a serious breach.

From the creation of the call ID through to call closure all actions and events are time/date stamped giving a reportable “blow by blow” history.

Information at your finger tips, show current and historical calls relating to end user, organisational unit, asset and calls related by asset and fault categorise improving first time fix and providing trend/problem information at a call level.

Improve desk efficiency by tools launching directly from Oxygen, engineers can deploy patches, updates and even conduct remote repairs on faulty systems using tools currently deployed within the IT department. Configurable by organisational units.

Import asset data into Oxygen, allowing calls not only to be associated with a specific end user, but also with an associated asset or assets therefore reducing time spent locating the issue.

Oxygen is a web-based application and can be accessed via a compatible web browser. No client software to be installed allowing system access anywhere anytime.

Capture time spent on specific actions/events and report on time spent on calls by your engineers, enabling improvements in your resource management.

Provide on site reports to engineers, giving fault and action required information.

With more than 20 inbuilt reports and the facility to create custom ones, you can easily identify trends in many aspects of your helpdesk, including IT asset performance, problem resolution and service delivery.

Create and define actions/events to meet the specific requirements of your organisation.

Select and assign multiple assets to a single call allowing for simple but effective problem management.

Attach files relating to a specific contract, an incident of the contract, organisational unit or call level, allowing documentation to be made available to the engineer when managing a call.

Escalate and/or move calls to and from team/individuals queues either manually or automatically using rules while maintaining a primary owner and comprehensive audit trail.

Provide engineers with up to the minute contact and contractual information from your partners and vendors, helping to improving the overall desk efficiency.

Allocate assets to organisational units and/or end users. Insuring asset are managed and visible.

Import end user, organisational unit and asset information from existing databases, dramatically reducing the implementation time.

Allow varying levels of access rights by engineer or role/status.

Capture asset and fault information for improved call handling; resolution information also can be reported on giving essential trend analysis and resource information.

Provide essential communications within the IT department insuring the right people are involved at the right time. Keep end users informed of their current status of their call and drastically improve customer satisfaction. Automate communication requests on service from your third party suppliers. Complete communication log of emails sent and received.

Now your engineers can be on the road and still have control over their open support calls. Not only have we made it possible to receive event updates, customer emails and alerts on your mobile phone, but you can even update calls in Oxygen by SMS.

Automatically maintain end user and organisational unit details inline with the records of the entire organisation and reduce the administration workload of your support department

Enable end users and 3rd party support organisations to log, view status and receive and send updates in their open calls. Drastically reducing timely phone calls and subsequently improving desk efficiency.

See a dramatic improvement in call resolutions times by providing previously proven fix information to engineers and where appropriate send the information directly to the end user to complete the fix.

Capture frequently used knowledgebase articles and publish as an icon within the new call screen providing information at you finger tips.

A search is automatically initiated as the call is being logged and a list of previously used solutions is displayed in the call log window providing relative information to engineers.

Link knowledgebase articles to external content via URL and include files giving additional information where applicable including captured video.