Software System to Manage IT Helpdesk Functions of Celltel Lanka (Pvt) Ltd

Abstract

IT Helpdesk Management System is a web based computer application system implemented to streamline IT helpdesk function of Celltel. Features identified for this product is web based request form for submitting issues, Mail notifications, automatic escalation of jobs, knowledgebase & reporting facility.

Main objective of the final product is to overcome shortfalls of current manual system and to introduce more features to enhance & standardized IT related helpdesk activities.

This report elaborates all phases of the project and provides an overview how the project was carried out to accomplish the said objectives & listing out any future work which could enhance the product.