INFORMATION TECHNOLOGY HELPDESK SYSTEM FOR TRITEL SERVICES (PVT) LTD

Abstract

Since it s incorporation in 1997, Tritel Services Pvt Limited has maintained the dominant status in Public Telephony. Tritel s 5000 strong public phone terminals provide islandwide reach and cater to an estimated two million regular user per month and generating over three million call minutes. Sales Officers and Area Officers who are daily visiting these phone terminals to recharge phone and collect coins while checking working conditions of the phones. If there any issues in that phone terminals, they report to Helpdesk and attend relevant persons to solve these issues through the Helpdesk as soon as possible. Helpdesk users who are currently working in Tritel Services Pvt Limited with different responsibilities can open calls on Helpdesk and response calls on Helpdesk. Administrative Management System (AMS) monitors and customizes all the calls and users on the Helpdesk. Announcements and Management Reports are additional features of the AMS. Three-tier architecture was used to design the Helpdesk system and object oriented techniques also used. Unified Modeling Language (UML 2.0) was used as a modeling language in the design phase. Java1.6/JSP2.0/Servelets 2.5 was used to implement the system and MySQL was used as the backend database. The management of the Tritel Services Pvt limited has decided to accept the Helpdesk system to use after the completion of testing since it is satisfies Tritel requirements.