A Study of IT Helpdesk

• Main Authors: Kun-Ming Huang, 黃坤敏
• Other Authors: Shih-Ming Pi
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/83259742552989037773

碩士 === 中原大學 === 資訊管理研究所 === 101 === IT helpdesk is the first line of communication channels between IT department and end users. When user’s satisfaction becomes lower, all voice of dissatisfaction from management will be a huge pressure. It not only for hard working IT staff is unfair if the satisfaction estimation is incorrect accurate, for IT departments in the company's positioning, but also have a great impact. Therefore, identify the impact of IT service quality satisfaction key factors, and be improved, is to enhance the value of IT department major way. In this study, as the object of a car manufacturing company to explore the real causes of internal user’s complaints to IT helpdesk. Through it to promote the service quality and satisfaction of IT helpdesk, reduce the number of customer complaints. Reference to the learned literatures about service quality, IT service, measurement mechanisms, IT service management and ITIL to find a better application of IT helpdesk. In this study, I used questionnaires and exploring existing database as the method. Through questionnaire data analyzing to identify the dissatisfaction factors and real demand of end users. Questionnaire data analysis showed that the company's IT helpdesk for IT users generally feel reliable service, technical expertise but also to meet the needs of users, the greatest dissatisfaction from the physical hardware or system user interface. , It is recommended to use the hardware leasing, every three to four years and replacement of equipment, ensuring tangible hardware to maintain a certain level of use. In addition, some engineers for IT helpdesk assigned problems, whether it is manifested in the response time of a positive performance in the professional degree or a degree of case processing time fall posterior segment blocks. Proposal should be subject to remedial or reassign work to ensure quality of service the user can reach the desired level of service. Through this study, the company can truly understand IT helpdesk for users aspirations and satisfaction. Then put forward to improve the program, improve IT helpdesk constitution, to be closer to the company's business process requirements, to highlight the value of IT helpdesk.