IT Helpdesk Research Articles

Streamlining IT Help Desk and Incident Management: Harnessing the Power of the ITIL Framework for Enhanced Efficiency in IT Services

This study examines the potential of leveraging incident management and IT Helpdesk principles from ITIL V3 to enhance the daily operations of an IT division. The research involved collecting email communication data between users and the IT division, as well as conducting interviews with individuals associated with the IT division and various company employees. The ITIL Maturity Level (ITML) method was utilized to analyze the findings, revealing that IT Helpdesk achieved a score of 3.5 (Quality Control), while incident management received a score of 2 (Process Capability). However, both areas fell short of meeting the requirements for level 3 (Products) according to the ITIL Self-Assessment table, resulting in a classification of "Not Comply." Nevertheless, incident management demonstrated the ability to standardize workflows and sustain service performance, which can be continually monitored and reviewed to ensure stable quality of IT services.

Maximizing Efficiency and Customer Satisfaction with Modern Helpdesk Ticketing System

Abstract: HelpDesk Ticketing system (HDTS) is an electronic support ticket management system for creating, managing, updating & viewing of tickets logged in to the web portal of ticketing system. Incidents in organizations & institution are difficult to track & unmanageable to work upon when used traditional method. This HelpDesk Ticketing System will track all the tickets logged into the ticketing system while providing users an efficient & simple way to raise the tickets. Also, it becomes easier for engineer to solve the issues incoming in an organization or institution. This tool becomes a centralized way of communication for any incidents. When the user raises the ticket for the incident, is then forwarded to the IT HelpDesk followed by the IT Manager & IT Engineer

Perancangan Dashboard IT Helpdesk pada PT. XYZ

The helpdesk dashboard functions to monitor: the number of tickets available, the average handling time for each ticket, module, system, or application that gets the most tickets, the department that submits tickets the most, which is adjusted to the needs of the helpdesk of PT. XYZ. Ticket is a trouble ticket or problem report that is used in an organization to detect, report, and provide solutions to various types of problems. In this thesis, the authors create a data mart using Kimball's nine-step methodology. Before designing the IT helpdesk dashboard, PT. XYZ. will be processed first using data integration tools, namely Pentaho. Helpdesk data will go through a three-phase process, namely (i) extract, (ii) transform, and (iii) load (ETL). The data will then be loaded into the data mart and processed into a data cube. Data cube is a tool that describes technology using a multi-dimensional image of a number of data to provide faster access to strategic information with the aim of speeding up analysis. The data cube will be visualized using an interactive dashboard design tool, namely Grafana.

Evaluation of the Level of Use of IT Helpdesk Application: A Case Study

Evaluation of the Level of Use of IT Helpdesk Application: A Case Study

Sistem Informasi Helpdesk It Perum Peruri

The purpose of this research is to study and analyze the effectiveness of the IT helpdesk system used to support IT services at Perum Peruri. Responses include services from the IT support department in solving problems related to computer hardware or the internet or company intranets which are very important to help work efficiency. To serve network requests and repair computers, laptops and printers is still done manually and this process takes a long time because it requires approval from superiors. In this case the monitoring of access requests, computer repairs and device network problems that are often complained about within 1 month is not properly recorded so that the process of evaluating these obstacles is solved. Methods In addition to interviews and observation systems, the authors conducted a literature review through information on research topics, scientific journals, books and references. For this reason, a helpdesk system for the IT Support section is needed which is computerized and can be accessed anywhere with an internet connection, so that existing problems can be resolved properly. And the process of tracking and reporting requests sent by users can be properly monitored and evaluated to find the right solution. Results, Describe the workflow of dispatchers in the helpdesk system. The dispatcher is in charge of sorting tickets or requests sent by users to the IT division, here the researcher divides into 3 sections, namely the infrastructure section, the helpdesk services section, and system maintenance. In conclusion, the information system makes it easier to organize data, speeds up the process of manual systems, can see tracking problems and find solutions, processing data can be more efficient and easy to access.

Web-Based IT Helpdesk Ticketing System at PT. Dayacipta Kemasindo

An IT helpdesk is a software or system that helps users troubleshoot their IT facility through one or more points of contact. Then, it allows users to troubleshoot, track their problems, and get help with products or services. PT Dayacipta Kemasindo, in carrying out administrative processes, and work in the office, cannot be separated from the use of IT, so if there is a problem with IT facilities, it requires assistance from the IT department. However, there are several problems, one of which is that the department that reports disturbances and damage often does not know how long it will take for their issues to be handled because the process of queuing for work is not clearly visible, so it seems relatively slow. The purpose of this research is to develop an IT Helpdesk system for trouble reporting and monitoring repair work. The result of this research is a system that can be used by the IT department to help monitor incoming assignments and work.

Improving IT Team Motivation in Using IT Helpdesk

Information Technology and Information Systems are important in supporting operations in a company. The organization's ability to manage IT affects the quality of its information technology services, especially in the use of the IT Helpdesk. The IT Helpdesk acts as a good service provider for request fulfillment and problem management in the company and aims for the IT support team to monitor the status of work on problems faced by users and can analyze lead times from the emergence of these problems to their completion. The IT Helpdesk in a company engaged in the garment and textile industry has not been used optimally, for example, e-ticketing has not reached the target time specified in the Standard Operating Procedures (SOP) at the company due to a lack of enthusiasm and lack of motivation by the IT team towards the use of IT Helpdesk. Therefore, the researchers designed a prototype of the application of gamification with the Mechanics-Dynamics-Aesthetics (MDA) framework at the IT Helpdesk as a strategy used to increase the motivation and enthusiasm of the IT team that is useful for improving the performance of each IT team.

Analysis of Business Communication Strategy for Information Technology Lazada Indonesia

Business strategy is the main thinking base in determining information technology strategy because the strategy states the company's vision and mission as well as performance targets for each function and organizational structure.The purpose of this study was to determine the business communication strategy in the field of information technology in supporting sales at PT Lazada Indonesia. This study uses a qualitative approach and constructivism paradigm. The analysis technique used is data collection, data reduction, data presentation and drawing conclusions and verification. The results of the study state that through the media website, Lazada Indonesia can conduct business communication with consumers. Lazada Logistics Indonesia's Corporate IT in its business communication strategy uses Alibaba's baseline communication, only different cultures. The business communication strategy has been effective, as evidenced by the lack of complaints, as evidenced by user reduce complaints, issues that are handled so that they do not recur. In the face of increasingly fierce competition, Lazada Corporate IT needs to make improvements, make something different from other e-commerce, and carry out IT improve support for other teams to be able to compete. The solution in dealing with obstacles is that each leader has a special way, each is more flexible, makes the team like friends, raises awareness in working according to their respective personalities. Communicating with related teams, treating users when there is an issue down, the IT team always backing up, lips service – performance. Lazada Logistics Indonesia Corporate IT always conducts evaluations, internally weekly meetings, reports and evaluations are carried out. Externally it is always done, there is an “IT-Help Desk” asking users for complaints, identification and action.

Rancang Bangun Sistem Informasi Helpdesk Ticketing Berbasis Web pada PT. Mitra Tiga Berlian Bekasi

In company activities, the IT helpdesk plays an important role in ensuring and providing the best quality related to information technology. When carrying out work activities that use information technology, there are problems that arise in the use of IT, including at PT. Mitra Tiga Berlian (MTB). MTB is a company engaged in the service sector, to be precise a car service workshop (body repair and oven painting specialist) located on Jl. Kalimanggis, Jatikarya, Bekasi. In designing the IT helpdesk information system on MTB, the authors conducted observations and interviews beforehand designing a web-based information system using the waterfall method so that the system designed can be used by the IT department in problem reports quickly and can store information on the problem of each problem in the complaint. that occurs, thus minimizing communication errors in the IT Helpdesk.

IDENTIFY FAQ KNOWLEDGE GAP IN IT HELPDESK USING KNOWLEDGE MAPPING CASE STUDY: HALOSIS BPS-STATISTICS

One important feature of IT HelpDesk, such as HaloSIS, is knowledge base. This feature disseminate knowledge about problem solving knowledge. This knowledge base goals were to assist service desk for giving fast solution to problem reported by user call and to facilitate learning about problem solving for new member of technical support team. To improve problem solving performance, technical support team can update or add this knowledge base with new problem solving knowledge. However, until this day this knowledge base was not updated. This can lead HaloSIS into tacit knowledge problem. This tacit knowledge remain in technical support head and not documented to knowledge base. To identify new knowledge that was not yet transferred to knowledge base, HaloSIS team need to identify knowledge gap that happen in HaloSIS knowledge base. There is a tool of knowledge management that can be used for identifying knowledge gap. This tool is knowledge mapping. Knowledge map can be used to representing the incompleteness of the current knowledge network that will enable to attain a sustainable future. This study propose knowledge map building from troubleshooting log in HaloSIS. This study build current knowledge map based on FAQ knowledge and merge it with knowledge found in troubleshooting log. The methodology to build knowledge map was the 6-step method from Kim's research. The data analysis method used is qualitative data analysis method using thematic analysis. From this knowledge map this study found 15 new know-how knowledge and recomendation to update 7 know-how knowledge. However, there are some limitations of this study which only maps the online presence system. For future research, it is necessary to build a knowledge map for all services in HaloSIS comprehensively to maintain, renewal, and seeking for knowledge.

Measurement of the IT Helpdesk Capability Level Using the COBIT 5 Framework

Directorate Information System of Airlangga University (Direktorat Sistem Informasi Universitas Airlangga, DSI) is a unit of Airlangga University as an IT service for all stakeholders. DSI using helpdesk as an IT service to manage service request and incident. The aims of capability level measurement is to improve IT helpdesk to reach a target score. This research using COBIT 5 framework began by mapping domains through several stages. Those several stages are; stakeholder needs analysis, enterprise goals identification, IT goals identification and domain process COBIT 5 identification. The result of the mapping domain obtained DSS 02 manage service request and incident. The next stages are measure current condition capability level, determine expected level, determine gap. The results of this research using DSS 02 domain process showed a level 1 capability level percentage of 97.23% which is a fully achieved rating level and so is rated to level 1 and go to the next level assessment. Level 2 PA 2.1 capability level percentage of 80% which is a largely achieved rating level and PA 2.2 capability level percentage of 60% which is a largely achieved rating level. So, current capability level rated to level 2. The expected level is at level 3. Hence to achieve a level 3 an improvement is required by applying base practices and fulfilment work products of level 2 and 3.

BYOD SECURITY AND ITS POSSIBLE SOLUTIONS

BYOD (Bring your own Device) is a piece of its bigger pattern consumerization, in which purchaser programming and equipment are being brought into the undertaking. BYOT (bring your own particular innovation) alludes to the utilization of customer gadgets and applications in the workplace. A powerful BYOD procedure can prompt various advantages for organizations, including enhanced representative employment fulfillment, expanded occupation proficiency and adaptability. BYOD can likewise give cost reserve funds from starting gadget buy to on-going use and IT helpdesk bolster as representatives put resources into their own gadgets. Despite worries about Bring Your Own Device (BYOD) security dangers, representatives over the previous years have appreciated the different advantages of BYOD. So too have businesses, who are far-fetched ever to prevent staff from conveying their own particular gadgets to work or utilizing them remotely for work purposes. The test stays to distinguish security dangers related with BYOD and locate the most fitting answers for alleviate these risks. By recognizing potential dangers, the framework can settle on an astute choice in the matter of how to react. This paper manages the security dangers related with it and the conceivable answers for it.

Penerapan Intelligence System berbasis Case Base Reasioning dan Metode K-Nearest Neighbor Untuk Identifikasi Gangguan IT Support

Delay in handling and solving IT problems both hardware / software greatly affects the company's business processes. Sometimes, IT helpdesk personnel still difficult to find solutions and make decisions to solve IT problems. This is because there is currently no system that can help IT Helpdesk personnel in finding solutions to be able to solve the problems being faced quickly and accurately. When going to look for solutions to the problems being faced can not display solutions that are appropriate or close to the existing historical data. In identifying IT problems, the authors use case-based reasoning or Case-Based Reasoning (CBR) by carrying out the process of finding the case with the highest proximity and proximity measurement using the K-Nearest Neighbor (k-NN) algorithm. This study aims to explain the application of Case-Based Reactioning (CBR) and K-Nearest Neighbor (k-NN) Algorithm to identify IT problem disturbances. The results showed that the application of Case-Based Reasioning and K-Nearest Neighbor (k-NN) Algorithm after being tested by 5 Experts got accurate results.

SISTEM INFORMASI IT-HELPDESK PADA UNIVERSITAS AMIKOM YOGYAKARTA BERBASIS WEB

IT Helpdesk is a service unit that is responsible to help in overcoming the problems related to the usage of ICT facilities at Universitas AMIKOM Yogyakarta. IT Helpdesk provides some form of services that can be utilized by academic community at Universitas AMIKOM Yogyakarta in usage of ICT services. This unit services include installation, troubleshooting software, service and computer maintenance. This research discusses about how information system development for user, consumer and manajamen IT Helpdesk. IT Helpdesk of Universitas AMIKOM Yogyakarta currently has an information system that includes the management of user registration and financial data. However, there is no information systems that provides detailed information from the consumer, which can be utilized by consumers IT Helpdesk itself in tracking the services status. Additionally, the current system has not been able to support management requirements in monitoring and evaluating the performance of technicians. The results of the research is a system that can provide information with a fast and accurate to the consumer and management of IT Helpdesk.

Reengineering of offshored IT helpdesk operational model for transitional optimisation

The dynamic development of service offshoring industry can lately be observed in Central and Eastern Europe, aligned with the global corporate hunt for service improvement and optimisation of delivery costs. Organisational changes, implemented through a transition project are always associated with numerous challenges the industry's managerial community needs to struggle with. The paper presents the collection and classification of the most common problems affecting international service transfers and introduces the case study conducted in the design phase of a transition project. The reengineering of an offshored IT helpdesk's operational model, aiming for key performance indicator's improvement and team work facilitation was performed with the application of various problem solving and service enhancement methods, including the newly proposed SOLVE method for future advancement of creative solution reaching process.

Reengineering of offshored IT helpdesk operational model for transitional optimisation

The dynamic development of service offshoring industry can lately be observed in Central and Eastern Europe, aligned with the global corporate hunt for service improvement and optimisation of delivery costs. Organisational changes, implemented through a transition project are always associated with numerous challenges the industry's managerial community needs to struggle with. The paper presents the collection and classification of the most common problems affecting international service transfers and introduces the case study conducted in the design phase of a transition project. The reengineering of an offshored IT helpdesk's operational model, aiming for key performance indicator's improvement and team work facilitation was performed with the application of various problem solving and service enhancement methods, including the newly proposed SOLVE method for future advancement of creative solution reaching process.

Designing a Framework for Cloud Service Agreement for Cloud Environments

Cloud Computing has emerged as the prime IT computing model for an on-demand access using a pool of shared resources with least IT support. Cloud computing is starting to replace the legacy office IT infrastructure and helpdesk support system. Corporate and home users alike are turning into cloud service consumers in a huge way and moving their data and work to the cloud. Therefore, the CSA between the cloud service consumers and cloud service providers has critical significance that can guarantee the highest-level service quality and delivery. The current CSA fall short on the service delivery commitments with no common terminology or standard followed industry wide by the cloud service providers. Comparing agreements from multiple cloud service providers continues to be an issue. This paper provides a pragmatic approach for Cloud Service Agreements, comparing the current process with the proposed parameters and the new framework for CSA to determine the role of various elements and terms in the decision-making process for cloud service agreements for SaaS, PaaS, IaaS and STaaS.

Feasibility of matrix-assisted laser desorption/ionisation time-of-flight mass spectrometry (MALDI-TOF MS) networking in university hospitals in Brussels

The mutualisation of analytical platforms might be used to address rising healthcare costs. Our study aimed to evaluate the feasibility of networking a unique matrix-assisted laser desorption/ionisation time-of-flight mass spectrometry (MALDI-TOF MS) system for common use in several university hospitals in Brussels, Belgium. During a one-month period, 1,055 successive bacterial isolates from the Brugmann University Hospital were identified on-site using conventional techniques; these same isolates were also identified using a MALDI-TOF MS system at the Porte de Hal Laboratory by sending target plates and identification projects via transportation and the INFECTIO_MALDI software (Infopartner, Nancy, France), respectively. The occurrence of transmission problems (<2 %) and human errors (<1 %) suggested that the system was sufficiently robust to be implemented in a network. With a median time-to-identification of 5 h and 11 min (78 min, min-max: 154-547), MALDI-TOF MS networking always provided a faster identification result than conventional techniques, except when chromogenic culture media and oxidase tests were used (p < 0.0001). However, the limited clinical benefits of the chromogenic culture media do not support their extra cost. Our financial analysis also suggested that MALDI-TOF MS networking could lead to substantial annual cost savings. MALDI-TOF MS networking presents many advantages, and few conventional techniques (optochin and oxidase tests) are required to ensure the same quality in patient care from the distant laboratory. Nevertheless, such networking should not be considered unless there is a reorganisation of workflow, efficient communication between teams, qualified technologists and a reliable IT department and helpdesk to manage potential connectivity problems.

Professional learning and the materiality of social practice

This article addresses professional learning as intrinsic to social practices. It takes its point of departure in a sociocultural notion of mediation and communication in human activity and addresses the constitutive nature of language and artefacts as material-semiotic tools in the social coordination of perspectives and action, meaning-making and gap-bridging in professional work. The empirical examples are taken from different settings; an IT helpdesk team working in a multinational production company; vocational guidance officers working in a public employment office and from nurses at a rehabilitation ward in a hospital. The theoretical perspective is used when discussing these cases so as to display the use of the core concepts and the dynamics of change which may be illuminated by the analytical approach. In the conclusion, specific aspects of the materiality of social practice relevant for the study of learning and knowing in professional work are made salient.

Who's in control: a six-step strategy for secure IT

As more and more organisations encourage flexible and remote working policies that allow employees to work outside the office, the complexity surrounding remote access and support mechanisms for the IT helpdesk has also increased. There is a growing and unregulated market for solutions that can ‘fix’ IT issues quickly and efficiently no matter where workers are located: however, as with many solutions, remote support and access products have their own inherent security risks that should not be underestimated.