Abstract
Gamification is a concept of game element that is applied to non-game contexts, Helpdesk is an IT (Information Technology) section. It is first contacted by a user when someone has questions or problems related to IT services. UIN Syarif Hidayatullah Jakarta as a tertiary institution also has a help desk facilities as the tools to solve problems related to IT service. Based on study, the problem that common occurs is, the user is aware of the helpdesk service facilities on campus, but they prefer to make complaints directly to the relevant division. The concept of gamification with elements of points, badges, levels, leaderboard, and rewards is applied to the helpdesk system through the RAD (Rapid Application Development) development method. The method of evaluating the helpdesk system is done in two stages, first pre-test and second post-test. It through two application which is game based helpdesk and non-game based help desk applications. Using Indeks Kepuasan Masyarakat (IKM) as the calculation method of gamification helpdesk and End User Computing Satisfaction (EUCS) as an indicator service of the IKM that will be tested.
Highlights
In this information era, helpdesk has a very important role in ensuring the availability and quality of information technology (IT) services in an organization
Helpdesk an organization that helps handle the needs of customers or users related to questions, services, technical support, or complaints about certain products and services by utilizing a numbering system to facilitate tracking of resolution actions coordinated by a team
The author made direct observations of the helpdesk at UIN Syarif Hidayatullah Jakarta to find out student knowledge related to helpdesk services within the university
Summary
Helpdesk has a very important role in ensuring the availability and quality of information technology (IT) services in an organization. Helpdesk is the first IT department that the user contacts when they have questions or problems related to IT services. Helpdesk an organization that helps handle the needs of customers or users related to questions, services, technical support, or complaints about certain products and services by utilizing a numbering system (request ticket) to facilitate tracking of resolution actions coordinated by a team. The author made direct observations of the helpdesk at UIN Syarif Hidayatullah Jakarta to find out student knowledge related to helpdesk services within the university. The author takes data on the use of helpdesk during high sessions June-August and distributes questionnaires to Students of UIN Syarif Hidayatullah Jakarta who already know the helpdesk service system
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