Analysis, design and implementation of a helpdesk management system — Case study “Albanian Radio Television”

Abstract

As companies grow, so do the complex demands placed on the IT Department. Without a good Help Desk Software, IT Departments can begin losing the ability to effectively provide employees with the technical support they need to do their jobs. Many enterprises rely on IT Ticketing Systems to deliver fast, reliable internal customer service, resulting in improved IT department operations and satisfied employees. This paper describes the process of creating an IT Ticketing System from scratch for the IT Sector of a well-known organization in Albania — Albanian Radio Television, the public broadcaster of the country. The new way of collecting information about IT problems in the institution and also a new way of distributing work to the IT Staff members will bring benefits not only to the IT Sector but also to the employees which this sector supports. The system is developed using JavaFX a software platform for creating and delivering desktop applications, as well as rich internet applications from Oracle.