Help Desk System For DCS International (Pvt) Ltd

Abstract

Today the business and services environment is very competitive and complex. Even if modern technology and highly qualified and well trained staff are available, without an efficient Help Desk management system, organizations cannot function effectively. Recognizing the need for an efficient help desk system, DCS International pvt Ltd has sought to develop and set in place such a system. This dissertation presents the development of a help desk system, which is developed by using very effective and economical computer systems applications for the purpose of providing modern Help desk technology services in the IT security management sector. The DCS Help Desk System is a commercial web application, which will work as a virtual Trouble shoot management department. It is designed for the help desk to improve its efficiency of serving the customer and to expand its effectiveness. This system is designed to be servicing to both customers as well as the staff of the DCS International pvt Ltd. It can help the officers to retrieve relevant information and submit requests for placing tickets etc. It can help the product coordinators to keep their records of the products and process tickets efficiently. The DCS Int can use the Help Desk System to store, retrieve and process information on troubles particulars, reports, staff members’ information, schedules and any other item of information. Since the system is available on the internet, customers can place tickets of their problems online. In addition, it can be used to view efficiency of the technicians and staff members. Apart from this there is an inquiry system which helps customers to get online answers to their day to day works and troubles. Before commencing the project the feasibility study was done to ensure the current technology and budget is sufficient to accomplish the ongoing project’s requirements. Here attention was focus on the Open Source technology like PHP because the cost of operating system and software packages can be drastically reduce by using these technologies. Evolutionary prototyping method was used as the software process model and SSADM was used to support the above methodology. The one milestone of the project will deliver user manuals, documentations, test plans and test cases in the system development process.