Supportworks

IT Service Helpdesk software

• Download supportworks client
• Supportworks user guide

Contact

For further information contact Bill Wright B.Wright@it.gla.ac.uk

What is Supportworks?

Supportworks is the IT Helpdesk system which is used throughout the central IT support departments (as well as the Faculties listed below) to log, track and manage all reported IT faults and requests for change.

• Faculty of Biomedical and Life Sciences
• Faculty of Education
• Faculty of Medicine
• Faculty of Veterinary Medicine
• Faculty of Law, Business and Social Sciences

So what does Supportworks do for us?

Supportworks' primary role is IT call-management, i.e. it provides a central repository where incidents/faults and requests for service or change to local IT environments can be recorded and progressed through their relevant life-cycles.

Analyst access available via

• an installed Windows client,
• a PDA client, or
• browser and platform independent web portal.

It also provides our customers with a  web self-service portal where they can log, update and view the status of their open support calls.

In addition to this, Supportworks  serves as a searchable knowledgebase which all support teams are encouraged to contribute to.