Study On Information System Helpdesk Setup In A Company

Information System plays very important role in the most companies with the rapid development of economy. Information System department is responsible for Information System Infrastructure, Enterprise Resource Planning, Vendor Management System and Information System Architecture, etc. It is both the service provider internally and communication bridge with customers externally.With the vigorous growing of the automotive market in Asia Pacific, there is a lot of new business in A Company. There is around 700 staff now, but there were 350 staff only in 2007. So the work flow and work progress with the Information System are quite important in the increasing development.Information System provides infrastructure maintenance, daily operation support, information release, vendor management, etc. Information System department uses the information technology and resource to improve the efficiency. There are 11 staff currently,3 for management position,4 for Infrastructure staff and 4 for ERP system.This article describes current service support model and the problems in Information System department. The users directly contact IS administrators or IS engineer to look for help to solve the problem. IS staff cannot provide prompt support to the users because of many new users joining in the company and more request from the users, the workload is too heavy for the IS staff, they often need overtime work. So Information System management team decides to adjust IS service management and service model according to the advanced practice from ITIL (Information Technology Infrastructure Library). The new service model is to setup Information System Helpdesk which is one of the components in ITIL to provide the first line IS support and troubleshooting to analyze the service request, solve the problem, prioritize the case, and follow up the support process, then feedback with the users. PDCA (Plan, Do, Check and ACT) tool is used to setup the Information System Helpdesk, including planning helpdesk, implementing Helpdesk, evaluating Helpdesk and taking actions for the improvement. It evaluates Helpdesk staff's performance by the method of MBA so as to improve the service.