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The
MIS-IT Help Desk established in June 2000 was just the
beginning of a more modern and technology-enabled one that
is gradually being put in place. On January 15th
2002, a new software that enabled the IT Help Desk Level 1
officers to log calls, assign them to individual staff, and
track them to their final conclusion was implemented.
Through this software, the end-user is kept informed of the
status of the call via e-mail and/or through a web browser
interface.
With
the use of the software’s Knowledge Base, which is
created, updated and maintained by the IT Help Desk
Supervisor, end-users can have access to online assistance
which can guide them in solving problems themselves. With
the use of its Management Reporting feature the
MIS can monitor the effectiveness of the IT Help Desk
service. The IT Help Desk Web Interface which enables
end-users to log calls directly through the web is already
employed and fully implemented in Central as well as
Regional and District Offices connected to network.
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