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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