Please use this identifier to cite or link to this item: https://dl.ucsc.cmb.ac.lk/jspui/handle/123456789/2547
Title: Web Based Help Desk System For Nations Trust Bank
Authors: Arangala, W.D.R.P.
Issue Date: 2-Jun-2014
Abstract: The dissertation will explore the development and implementation of a web-based help desk system at Nations Trust Bank PLC, to handle requests for business assistance coming from internal users and for better utilization of computing devices of the company. Nations Trust Bank PLC is a well-established financial company in Sri Lanka with 36 branches Island wide. Three main software systems namely Flexcube(Core banking system) LMS(lease management system) and CTL(credit card system) are used to handle major business transactions, out of which the LMS is in-house software solution. All the branches are well equipped with high tech computing devices. The company is in need of a proper help desk system to cater to hundreds of employees who seek assistance of support representatives, daily to solve hardware, software and operational issues encountered by them. Because the current manual help desk system has proved to be inefficient with ever growing number of requests received by the help desk team daily. The web-based help desk system is basically designed to ensure efficient management of supporting operations, to streamline task distribution , task monitoring and to maintain a centralized problem tracking system accessible by both end users and support representatives at head office for documenting customer issues with resolutions. The major functionalities of the help desk center include, web-based request submission, track progress of a reported issue, automatic email notifications, and issue search, searchable knowledgebase with resolutions for frequently encountered issues, different user levels and report generation. The application is implemented using ASP.net as the front end with C# as primary programming language, Oracle 10g as the database development technology and Business object as reporting tool. The system can be hosted in any windows based web server and is accessible by any standard web browser. The web based help desk system is thoroughly tested and evaluated to the accepted level.
URI: http://hdl.handle.net/123456789/2547
Appears in Collections:2009/2010 BIT Undergraduate thesis

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