Year: 2024
Type: article
Abstract: Service Desk is a single point of contact (SPOC) between IT (Information Technology) serviceusers and IT service providers. Service Desks are the main entry point for users to get informationtechnology-related assistance. They act as intermediaries between users and other IT teams,ensuring that problems are resolved efficiently and effectively. This research aims to design andbuild a ticketing application for the service desk unit, by applying service level agreement to theapplication. The application built is expected to be a means of supporting activities at the servicedesk as well as being able to provide certainty for service users regarding the time required untilthe problem report is followed up.
Authors: Ruswan Hidayat, Nizirwan Anwar
Institution: Universitas Esa Unggul
Language: English
Subfield: Software
Field: Computer Science
Domain: Physical Sciences
Open Access status: bronze
OpenAlex ID: W4403911601