Service desk

Take full control of incidents in your it department

Maximize your teams’ efficiency with OXARI ServiceDesk for ticket registration, status management, and detailed analytics.

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What is a SERVICE DESK?

Service desk support is a central point of contact for users, responsible for technical assistance, problem resolution, and handling service requests. Its key role is to provide comprehensive IT support for an organization’s employees and customers. It registers issues, processes service requests, resolves incidents, and handles user inquiries. A team of specialists diagnoses and resolves tasks related to IT infrastructure, applications, networks, and other technologies.

Dedicated support lines handle both internal employee requests and external customer inquiries, tailoring their actions to the needs of the organization. The IT service desk collects requests, logs them, assigns them to specialists, and monitors their progress to ensure quick and effective resolutions—maximizing the availability and performance of IT services.

A service desk system offers a wide range of features that optimize processes. Automatic ticket registration speeds up response and handling times. Ticket categorization and prioritization ensure a structured and organized incident-management framework. The helpdesk system is simple and intuitive, enabling any organization to fully integrate and utilize it within its structure.

Features that make OXARI Service Desk the best on the market

Flow Automation

Automation of IT and business service processes. It enables defining rules, scenarios, and workflows that eliminate repetitive tasks and speed up ticket resolution.

Knowledge Base

A central repository of knowledge, articles, and procedures available to employees and end users. It helps quickly find solutions to common problems and increases service efficiency. Feature certified with PinkVERIFY®.

Self Portal

Allows users to independently perform simple operations such as installing applications, running scripts, or completing repetitive tasks without involving the IT department.

Incident Management

Systematic handling of the ticket registration process, ensuring prioritization, quick response, and high-quality support. Feature certified with PinkVERIFY®.

Service Request

Management of standard user requests - such as access to systems, software installation, or ordering equipment. The process ensures transparency, shorter delivery times, and higher user satisfaction.

Change Management

A controlled process for introducing changes to IT infrastructure and services. It minimizes the risk of failures, supports planning and approval of changes, and ensures organizational continuity.

A Service Desk designed with innovation and user convenience in mind

System failure reported

One of your key systems stops working. A user reports the issue through a simple form. The ticket is automatically logged in the system and assigned a priority based on predefined rules.

1

70%

this is how much system-based ticket registration shortens handling time

Ticket analysis and assignment

The system analyzes the ticket content, assigns a category, and routes it to the appropriate service team, eliminating the need for manual verification.

2

Sending notifications to technicians

The appropriate technicians receive an automatic notification (e.g., SMS, email, or push), allowing them to respond quickly.

3

Ticket resolution and status updates

The technician handles the ticket, and the system continuously updates its status. The user can check the progress at any time.

4

Detailed performance analytics of technicians

The system collects data on response and resolution times, creating reports and statistics. Managers gain full insight into service performance.

5

Detailed performance analytics of technicians

What results will you achieve?

The system organizes and prioritizes tickets, enabling faster problem resolution. The IT team gains complete visibility into progress and action history for every incident.

The ticket enters the system with a problem category

Each new ticket is assigned to the appropriate category. This is essential for linking it to the correct SLA level.

1

The ticket enters the system with a problem category

The system automatically assigns a priority and deadline according to the SLA

Based on SLA rules, the system determines how much time is available to resolve the issue. This helps the team understand which tasks are the most urgent.

2

The system automatically assigns a priority and deadline according to the SLA

The responsible team receives reminders and real-time status updates

Notifications and live status tracking allow the team to monitor progress without wasting time searching for information.

3

The responsible team receives reminders and real-time status updates

The system generates alerts and reports

If the deadline is exceeded, the system sends an automatic alert. This allows for quick reaction and proper documentation of the incident.

4

SLA performance is analyzed and reported in the context of service quality

The system creates summaries of SLA fulfillment levels, which can be used for settlements and service improvement.

5

SLA performance is analyzed and reported in the context of service quality

What results will you achieve?

Automatic monitoring of response and resolution times enables continuous verification of SLA compliance. The system sends alerts about upcoming breaches, minimizing the risk of failing to meet contractual requirements.

A user submits a standard request

Frequent, repetitive requests can be automatically recognized. This is the first step toward full process automation.

1

The system identifies the request type and triggers an automated workflow

Instead of handling the request manually, the system initiates the appropriate steps on its own. The process begins without agent involvement.

2

The system identifies the request type and triggers an automated workflow

Tasks are assigned without agent participation

Responsible individuals or systems receive their tasks automatically. This shortens response time and reduces the risk of errors.

3

Tasks are assigned without agent participation

After approval, the system performs the action automatically

The system completes the task—for example, granting permissions or installing an application. Everything happens without delays.

4

After approval, the system performs the action automatically

The request is automatically closed with a full activity report

Once the process is completed, the system documents all actions taken. Both the user and IT have full visibility into the history.

5

The request is automatically closed with a full activity report

What results will you achieve?

Repetitive tasks, such as assigning tickets or sending notifications, are handled automatically. This allows the team to focus on more complex issues, and the handling time is significantly reduced.

OXARI is a reliable investment in your company’s growth

You will increase service availability and reliability

You will monitor and proactively manage issues

You will ensure standardized interactions and solutions

You will save time and resources on asset inventory

You will accelerate incident response

You will boost user satisfaction

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integrations with OXARI ServiceDesk

Our system integrates seamlessly with tools that boost productivity, support remote desktop operations, and enhance the security of data stored in the system.

OXARI Asset Management

Integrating OXARI ServiceDesk with OXARI AssetManagement allows direct linking of tickets to specific IT assets. Technicians gain instant access to hardware and software history, speeding up diagnostics and ticket resolution. This results in faster service and provides managers with full insight into the relationships between infrastructure and support processes.

OXARI CMDB

Integrating the OXARI ITSM system with the CMDB database enables centralized management of all key elements of the IT infrastructure. Configuration data is automatically updated, making it easier to identify dependencies, diagnose issues, and plan configuration changes.

LDAP/OpenLDAP

An integral part of the solution is synchronization with the corporate directory service to read user account information and organizational structure. Integration with Active Directory also enables automatic user login to the OXARI panel.

Integration with external systems via API

Integrating OXARI ITSM with external systems enables automatic data exchange with third-party tools. The open communication interface allows automation of routine tasks such as error reporting, asset management, and service request handling.

OXARI Asset Management

Integrating OXARI ServiceDesk with OXARI AssetManagement allows direct linking of tickets to specific IT assets. Technicians gain instant access to hardware and software history, speeding up diagnostics and ticket resolution. This results in faster service and provides managers with full insight into the relationships between infrastructure and support processes.

OXARI CMDB

Integrating the OXARI ITSM system with the CMDB database enables centralized management of all key elements of the IT infrastructure. Configuration data is automatically updated, making it easier to identify dependencies, diagnose issues, and plan configuration changes.

LDAP/OpenLDAP

An integral part of the solution is synchronization with the corporate directory service to read user account information and organizational structure. Integration with Active Directory also enables automatic user login to the OXARI panel.

Integration with external systems via API

Integrating OXARI ITSM with external systems enables automatic data exchange with third-party tools. The open communication interface allows automation of routine tasks such as error reporting, asset management, and service request handling.

OXARI is the certainty of effective operation

96,7%

Of customers recommend our system to others

20+

Years of experience

2046

Clients

Service Desk case studies

See why companies chose OXARI and how our ITSM system helps them grow their business

How Delta Controls Streamlined Local Service Ticket Management with the OXARI Platform

“Before implementing OXARI, handling requests was done mainly via e-mail and other scattered channels, which made it difficult to track case statuses, caused duplicate requests, and resulted in the lack of a centralized customer service history. Knowledge was dispersed — there was no single place to store repeatable solutions and scenarios.

It’s hard to estimate precisely, but the time savings in handling requests are realistically 20–30% compared to handling them via e-mail.”

30%

faster ticket processing

70

countries supported worldwide

Paweł Płatek

PDS – Professional Development Services

more

A medical company streamlined its priorities and gained rapid insight into IT tickets thanks to OXARI

“The greatest improvement is the full automation of ticket handling—each one goes to the right person, and priorities are set automatically. This allows IT staff to focus on solving problems rather than managing the process.”

IT Service Desk Manager

A medical industry company

more

How AMIC POLSKA Sp. z o.o. improved ticket management across 128 fuel stations with the OXARI platform

Systematic management of service tickets enables full control over the progress of their resolution and makes it easier to identify critical service points. In the case of such a large number of our stations, effective ticket management requires an advanced ServiceDesk system such as OXARI.

128

fuel stations across Poland

1500

employees

Mariusz Banasiak

Senior IT Manager w AMIC Energy

more

Implementation of a modern ITSM system at the University of Wrocław

The University of Wrocław has opted for a comprehensive ITSM system. The goal was to centralize services, digitize processes, and regain control over the university’s assets. Thanks to the implementation of OXARI, the university has improved ticket handling and asset inventory and has taken a significant step toward digital transformation.

5000

assets

2500

configuration item (CI)

more

P.A. NOVA streamlined its IT processes with OXARI

"Implementing OXARI and ITManager has significantly improved our daily work—from user requests to IT asset management. Thanks to intuitive tools and extensive functionalities, we have gained better control, automation, and full transparency of our IT environment. We wholeheartedly recommend Infonet Projekt as a reliable partner for ITSM solutions."

Kierownik IT, P.A. NOVA S.A

more

Discover all our customer stories

Educational materials

The 5 Most Common ServiceDesk Problems and How to Solve Them

Discover the most common ServiceDesk issues and learn how to solve them. Improve efficiency, automation, and communication within your IT team.

2025-11-12

more

IT System Security – What Is It and How to Ensure It Effectively?

What is IT system security? What threatens IT systems, and which solutions are worth implementing to protect them effectively?

2025-05-20

more

What Is ITSM and What Benefits Can It Bring to Your Company?

ITSM consists of tools that enable better management of IT services within an organization.

2023-05-10

more

OXARI guarantees reliable operation

Asset Management

A systematic record of all types of assets along with analysis of their current location. Monitoring of active devices, review of related history, optimization of available resources, and management of the asset issuance and return process.

more

CMDB

A central knowledge base about the IT infrastructure and the dependencies between configuration items. It enables visualization of relationships between services, servers, applications, and users. It helps in change impact analysis, risk minimization, and maintaining compliance with ITIL processes.

more

MDM

Management of mobile devices and computers within an organization. Enables remote configuration, locking, and wiping of devices, application control, and implementation of security policies. Supports compliance with ISO 27001 standards and protection of company data.

more

Interested?

Let’s talk and see what we can create together.

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What problems can a Service Desk solve?

A service desk is a functional tool for efficiently handling service requests. It is essential for automating and optimizing IT processes related to resolving technical issues. A helpdesk program enables users to manage incidents according to ITIL best practices.

Beyond reacting quickly to incidents, the system also serves as a rich source of knowledge, helping identify bottlenecks in the IT structure and enabling preventive actions. In addition to IT infrastructure-related tickets, the software can also register events such as building maintenance issues, allowing organizations to manage all types of incidents in one platform.

Helpdesk – what is it and how does it work?

An IT helpdesk is a central point providing technical support and handling user requests. Specialists register, diagnose, and resolve technical issues, while also answering user questions. The goal is fast problem resolution, minimizing downtime, and improving customer satisfaction.

Helpdesks typically operate in two models:

External: handling tickets from customers
Internal: supporting employees within the organization

Helpdesks manage a wide range of issues—from hardware failures to software errors. They may involve phone and email ticketing as well as on-site desk support.

What is a service request?

A service request is any user submission to the IT service desk asking for a specific action or service. Examples include:

creating a new user account
granting access rights to an application
configuring a device
fixing an error
performing a system update

Service requests are handled by the IT service desk according to established procedures. Professional service desk software – such as OXARI – significantly simplifies receiving and processing these requests.

How does Service Desk software work?

IT service desk software is a specialized tool designed for technical support departments. It manages incidents, problems, changes, configuration, and other operational processes. It integrates modules that streamline workflows and automate many tasks, leading to more efficient user support and better IT infrastructure management.

A service desk system supports the entire lifecycle of a ticket – from creation to closure – and accelerates the process through automation.

Service desk software enables:

registering tickets
tracking their progress
allocating resources
managing priorities
monitoring response times

It also generates reports and analytics, allowing organizations to identify the most failure-prone areas and evaluate service performance.

Why choose OXARI Service Desk for IT service management?

OXARI Service Desk is a reliable solution that streamlines IT service operations. It ensures rapid resolution of technical issues and guarantees response times in line with SLA commitments.

A well-selected service desk system is invaluable for IT professionals. Managing incidents becomes simple: once a user reports a problem, it is logged and forwarded to the appropriate expert. Specialists can resolve issues remotely—from anywhere in the world—allowing companies to build strong teams based on skills rather than location.

Implementing a proven service desk platform ensures customers receive proper support while giving organizations full oversight of SLA compliance.

The role of Service Desk in IT infrastructure management

Service desks are crucial for IT operations. They enable efficient ticket registration, progress tracking, and response-time monitoring. Organizations can react effectively to failures, minimize downtime, maintain high system availability, and manage the full lifecycle of IT services.

To maximize service desk efficiency, organizations benefit from professional tools such as OXARI ServiceDesk.

Key features include:

ticket categorization (category tree)
form builder
dictionary management
automatic ticket registration via email

Advanced systems unleash the full potential of the service desk, elevating customer experience and support quality.

Choose the comprehensive OXARI ServiceDesk system

IT Service Management enables organizations to handle service requests professionally and efficiently. OXARI Service Desk is a powerful helpdesk platform designed for managing IT services and resolving issues quickly with the help of expert tools.

A service desk improves overall team performance. It enables employees to manage IT tasks more effectively while maintaining the highest standards of customer care—used by leading global organizations.

If you want to implement a personalized ticketing system in your company, choose OXARI and discover how simple service request handling can be. Have questions? Contact us – we’ll be happy to help!