George Njuguna Mburure
Abstract
This mobile software development idea came from the fact that in most offices or workstations there are usually a lot of technical breakdown due to equipment failure. It is the duty of the person affected to inform the Company’s ICT staff to come and sort the issue out. Most companies have developed a way of making the communication between the staff members and the ICT team simpler by employing the help of ICT support ticketing systems. Most of these systems communicate using the company’s network infrastructure. But! What if the staff member has an issue with their PC? What if they can’t access the network and are unable to ask for assistance? What if it is an urgent matter but the mailing system isn’t quite as fast as expected? These are just a few questions that prompted the development of the Mobile Helpdesk System. Seeing as, nowadays, most staff members use smartphones for a variety of tasks, coming up with an independent Mobile Helpdesk System that communicated using an independent and very reliable network infrastructure was the best solution to office related breakdowns and an answer to most of the questions above.
Objectives
•Act as a bridge between staff members and the ICT support team.
•Enable the staff to post any technical issues they may encounter to the ICT team.
•Immediately Alert the ICT team in case a member of staff requires their assistance.
•Keep logs of the ICT team’s activities in the institution.
