Implementation of an in-house help desk

Tomaž Gracar (2009) Implementation of an in-house help desk. EngD thesis.

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Abstract

Today in business world only those survive, who are fast, innovative, flexible and able to adapt quickly. An important part in achieving all of this represents a smooth working process. For that reason larger companies developed their own help centres for their users. A company Trimo d.d., situated in Trebnje, is one of those who started with that process and established their own help centre for users two years ago. In Trimo this centre is called Helpdesk. Today Helpdesk has three employees and offers support to more than 350 users. However, the existing system has proved to be defective and for that reason the Head of Information Department decided to modernize the system which gave rise to the theme of this graduate work. Different models for reorganization of the help centre for users are presented and discussed in the graduate work. First I present a basic action diagram presenting a procedure of solving matters as well as three different models derived from the diagram. The work continues with a presentation of analysis of a measurement how effective and successful the help centre for users is as well as a presentation of tools used at work in that centre. On the basis of the results I first analyse current situation in Trimo. Then I engage in a research of the centre’s organization structure and its effectiveness. Further on I present existent process of solving claims and propose an adequate solution, which is based on introduction of IBM Tivoli Service Desk into the company, presenting also the characteristics and functionalities of that new tool.

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