Turnall Holdings Online Helpdesk and Support System

ABSTRACT

The purpose of the study was to develop an online mobile application to perform the task of

reporting IT related faults and issues that arise at Turnall Holdings so as to capture and store

all these problems for future reference easily. The objectives of the system were to remove

the use of manual paper as log sheets, which consumed a lot of resources and money. The

system was to create a quick reaction on the IT stuff by showing dates and times of the report

of a fault and the attendance to it. The IT manager of Turnall Holdings also wanted a way to

measure the work done by the IT staff on a daily or weekly basis to see how they were

responding to user problems and solving them. The system was to make users feel

comfortable to report their faults in the way they wanted and not have to call through the

phone for IT who may not be around the office at that time. Using the various data gathering

methodologies available which include interviews, questionnaires and observations, the

student gained more insight on how the system works and what new things he can include in

the development of the new system. The student then solved the problems by developing an

android mobile application that will be used by Turnall holdings to report and document

faults while providing a good reporting structure as well. The system was implemented using

the android operating platform on mobile devices like smart phones and tablets so as to allow

communication between users and IT. Each user has his/her own mobile device that they use

to report the faults and the IT personnel have their own devices they use to attend to the

faults. In future, the system can be enhanced such that they link with the profiles of each user

on the computer such that when such cases like when the user is locked out the system

automatically sends the report.