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Mccs391-211 Applied Computing Project II

Mccs391-211 Applied Computing Project II. WEB desk Helpdesk System Project Team : D.I.K. Project Background. Traditional helpdesk system Paper-based systems (log book) Difficult to track progress of reported problem Lack of transparence of processing Lack of good management

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Mccs391-211 Applied Computing Project II

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  1. Mccs391-211Applied Computing Project II WEBdesk Helpdesk System Project Team : D.I.K

  2. Project Background • Traditional helpdesk system • Paper-based systems (log book) • Difficult to track progress of reported problem • Lack of transparence of processing • Lack of good management • Lack of inquiry after office hours

  3. Process in Traditional Systems

  4. Solution… • WEBdesk Helpdesk System v. 1.0

  5. WEBdesk Helpdesk System • Introduction The WEBdesk helpdesk system is a new generation fault reporting and progress tracking system developed with most emerging Internet technique. It provides users an easy-to-use web interface to report problems, and runs on the popular Microsoft Windows 2000 server platform. It can be integrated into an existing organization TCP/IP intranet.

  6. Processes

  7. Features of WEBdesk • Ease of problem reporting • Ease of status checking • Ease of progress tracking • Automatic e-mail notification on events • Additional comments from users • Additional follow-up notes from technicians • Historical listing of reported problems

  8. Features of WEBdesk (cont.) • Retrieval of lost password • Update and modification of user profile • Job assignment and management • Print out of job sheet • System-level statistical reports on demand • Team-level statistical reports on demand • System customization • Available 24 hours per day

  9. WEBdesk v.2.0 • Provides a searchable knowledge base • Allows problem reporting through e-mail • Tracks device warranty

  10. Q&A Q&A

  11. Demonstration • WEBdesk Helpdesk System 1.0

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