Design and Implementation of Help Desk System on the Effective Focus of Information System

摘要

Fast development and change in Information Technologies requires organizations use 'Help Desk Systems' (FAQS). These systems make people learn the information about the system's overall structure after entering the system and with the help of this structure they can be told the process of the frequently asked questions step by step. The purpose of this study is to shorten the orientation time of the FAQS installed along with the increasing amount of countries that the Schneider Electric information technology department serves and to switch to a live system without reducing service quality and with minimal job loss. The aims of this project are as follows: 1. To set up a web-based system which doesn't require installation, 2. To make the Help Desk personnel utilize the pdf documents related to the works carried out in each factory of the company prepared by the department experts. 3. To increase the satisfaction of the user they have served by responding to problems in the shortest time and 4. To decrease the work load of the location experts in the factory in question. Also, it enables experts who can enter the system in a different page and create categories with processes like adding, deleting and searching for documents, viewing current work orders. A program aiming to present values such as selecting files, category ratios, how often experts upload documents to department managers has been developed and presented to the company.