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Web-based Help Desk System

Mr. Cheng Ming Fai

Mr. Fung Tim Cheung

 

A help desk within an organization provides timely answers to technical questions. A help desk system aims to automate this process.

The Help Desk System is designed for the Department of Information Systems. To report technical problems of laboratory equipment or making requests for technical services currently, users had to download and print a form from the IS website, and then submit it to the Technical Support Team (TST).

With the web-based system, it is more convenient for users to submit their requests and for TST staff to manage them. Users can access and review the requests remotely. In additional to better problem and time management, it saves paper and money.

 


This system is for IS users only. Users with different access rights are authorised to perform different functions. For example, administrator can changed the records while other users do not have this permission.

For TST staff, they can "close" the requests after finishing them by filling in the corresponding service request logs in the system. Monthly reports and other statistics will be produced to help administrators enhance the performance of TST services.

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