WEB BASED SERVICE DESK SOFTWARE FOR DMS ELECTRONICS (PVT) LTD

Abstract

DMS Electronics Ltd. has been serving the Sri Lankan ICT sector with a high degree of professionalism and dedication for 29 years and DMS Electronics have become the reliable partner for many corporate, multinational and government institutions as their ICT solutions provider. DMS Electronics have established very strong business partnerships with our principals who are industry leaders in their sphere of activity. DMS Electronics are also reputed for our ICT services such as maintenance support for ICT infrastructure including High-End/Midrange Servers, SAN Environments, LAN/WAN connectivity, System Software Support, Contact centre and transaction processing systems support, Outsourcing, managed services and ICT Consultations. As a service based firm need to satisfy customers in order to achieve that need sophisticated system. Currently DMSE uses manual Help Desk system to manage customer jobs which is based on MS excel. Initially which was functioned efficiently but as customer base is growing some certain deficiencies are visible. In this new web based Service Desk Management System addressed those deficiencies and improves the quality of service as well. Since existing system is manual clients are unable to log jobs after office time and week ends, this seems to be the main problem in current system but in proposed system is web based so customers are able to log jobs 24*7 then job is automatically forward to related engineer. Also proposed system deals with tracking history/expenses/knowledge base/customer comments etc. This system is developed by using Object Oriented Programming technique with PHP/Apache/MySql combination. Which is more powerful tool to develop web based applications.