Help Desk System Is Important

¶ … Help Desk system is important since it acts as a troubleshoot platform that is used in the provision of assistance and information to its users. Motorola (2008) indicated that several helpdesk systems have applied call center technology (borrowed technology) in order to improve the help desk environment.

Purpose of the system

In this paper we paper, we outline the design and operation of a help desk ticketing system from the point-of-view of a system analysis and design consultant.

Scope of the system

The project involves the development of a simple help desk system with ticketing capability. The system will be able to receive queries from the users and then have them tracked and answers appropriately by an assistant. The system is also to be accessed and controlled by Administrator (the administrator can assign the tickets to various Assistant).The CEO also has high level access to the system. The system will also have feature that allows it to be integrated with other platforms.

1.3 Objectives and success criteria of the project

The objectives of the system are;

To provide clients (Users) with a way of presenting their complaints

To present the company through customer care (Assistants) with a way of receiving complaints from users

To present a platform for answering the complaints

To provide a way of monitoring the status of the tickets with complaints (Whether solved or not).

The high-level requirements for achieving the above mentioned features are:

An internet connection with a sped of at least 256 Kbps

A Database to be used for storing all of the information regarding the system. This information may include the Tickets and the specific comments.

A web browser

A search function to be used by Users, Administrators and the CEO

A search function to be used for the Tickets

A list function for the Tickets

A list function for the Users

Help Desk system integration

The system will be capable of being integrated with:

iPhone App (serch feature)

Microsoft Active Directory

Absolute Manager

Email-to-Ticket Conversion

Windows Remote Desktop Connection

Help Desk Software Integration:

- iPhone App - search: Web Help Desk Mobile

- LDAP (Lightweight Directory)

- Apple Remote Desktop

- Windows Remote Desktop Connection

SMTP, IMAP, POP3

1.4 Definitions, acronyms and abbreviations

Microsoft Active Directory-This is a service which helps in the management of corporate identities, information protection, credentials, and system as well as application settings through a wide array of cutting edge technologies (Microsoft,2011)