1. Mccs391-211 Applied Computing Project II WEBdesk Helpdesk System Project Team : D.I.K

2. Project Background Traditional helpdesk system Paper-based systems (log book) Difficult to track progress of reported problem Lack of transparence of processing Lack of good management Lack of inquiry after office hours

3. Process in Traditional Systems

4. Solution … WEBdesk Helpdesk System v. 1.0

5. WEBdesk Helpdesk System Introduction The WEBdesk helpdesk system is a new generation fault reporting and progress tracking system developed with most emerging Internet technique. It provides users an easy-to-use web interface to report problems, and runs on the popular Microsoft Windows 2000 server platform. It can be integrated into an existing organization TCP/IP intranet.

6. Processes

7. Features of WEBdesk Ease of problem reporting Ease of status checking Ease of progress tracking Automatic e-mail notification on events Additional comments from users Additional follow-up notes from technicians Historical listing of reported problems

8. Features of WEBdesk (cont.) Retrieval of lost password Update and modification of user profile Job assignment and management Print out of job sheet System-level statistical reports on demand Team-level statistical reports on demand System customization Available 24 hours per day

9. WEBdesk v.2.0 Provides a searchable knowledge base Allows problem reporting through e-mail Tracks device warranty

10. Q&A

11. Demonstration WEBdesk Helpdesk System 1.0