Boris Kodelja (2010) IT Support for Helpdesk based on the SharePoint platform. EngD thesis.
The thesis presents the implementation of the renewed user support center (helpdesk) for users of a large IT system. The process, which initially consisted only of telephone support, was upgraded and supported with a web portal, which has now become a key component of the user support center. It is now the primary entry point for users, who are looking for assistance in connection with the IT system, and what is more, it also allows interaction between users, helpdesk consultants and development team responsible for maintenance of the IT system. For the implementation of the web portal the Windows SharePoint platform was used, which proved to be an excellent choice, as it has fully met the expectations of the client and users after a substantial period of its use. I conclude the thesis with a list of opportunities that SharePoint platform provides for the future development of user support center.
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