Online Helpdesk system for IT Organizations

By

ABSTRACT

The goal of this project was to design and develop an online Fault Tracking tool for IT systems and Organizations specifically called HELPDESK SYSTEM. This system was developed to fill existing gaps in the IT systems and Organizations. This project has included researching and evaluation of an various web technologies for analyzing and to designing of an online fault tracking tool for an IT systems and Organizations. Moreover, no large enterprise or organization that can exists without the help of computer. These computers unfortunately do not always work properly. The helpdesk system is to find some solutions to fix those problems; the result would be very inefficient working process. Large organizations established a centralized troubleshooting system. All troubleshooting requests are centrally collected and are forwarded to the right people with the appropriate knowledge that is required for solving the problem. A request from users to information technology experts can be computerized and thus made much more efficient and effective. The complete processing of the application is based on the waterfall methodology as this is the best methodology which helps in getting the complete feedback and according to that the changes can be done.

CHAPTER 01: INTRODUCTION

Introduction

The concept of a help desk system always follows the need to improve customer support and a plan to accommodate that change in a positive manner. In every organization there should be a department called Helpdesk System that is to provide the technical support for users.

Research Question

The research question for tailoring this dissertation is “Impact of Online HelpDesk System for an Information Technology (IT) Organization”.

Aim

The aim of the project is to analyze different Online Fault Tracking Tools and to design, implement, and evaluate a product suitable for use in a large organization.

Objectives

To design online Fault Tracking tool for an IT systems and Organizations.

To research and evaluate online Fault Tracking tools.

To identify software needs using primary and secondary methods

To implement the system using appropriate tools and methods

Critically evaluating the Help desk system and designing an help desk system prototype with similar aspects.

Significance of the Study

The significance of the study is of visible and weighted importance. Understanding and comprehending the ebbs and flows of how the helpdesk system works and its importance and reputation for an IT organization is crucial, since maintaining contacts, creating rapport, making instant connections and solving customer grievances, issues, problems and concerns is amongst the core duties and responsibilities of an online helpdesk system. In addition to this, catering a more effective, cost-effective and time-efficient helpdesk system with the use of online portals will help out current and potential users to go about solving a problem they may face, in case of emergency or contingency that may occur.

Limitations of the Research

Although the topic, which has been taken for tailoring and framing this paper comprise a vast knowledge area, we shall limit our frame of understanding, workability and comprehension to the frame and work area of an IT organization. With the adoption of an IT organization, it ...