Akinnuwesi Et Al
This chapter reviews and discusses various literature relating to the topic improving user’s satisfaction towards it helpdesk system.The literature review is the secondary research phase which is based on previous studies conducted by various authors. The researcher intends to give an insight on such studies in relation to the topic of this paper.
2.1 What is an Information System?
A system is a set of parts that are integrated in order to achieve a goal.
A system has more than one item (Al-Mamary, 2013). For example, a tire is not a system, but it is a vital part of a well-known system called car.A logical relationship between the parts of a system must exist. Mechanical and electronic systems, such as laundry machines and video games, have many components working together. A personnel management system has integrated procedures to hire and train employees.
The system is designed to achieve one or more objectives. All system elements must be linked and controlled so that the objective of the system is achieved (Tang & Todo, 2013).
If we define the system as a set of closely interrelated elements, we can add that information systems almost always have been created to achieve purposes and objectives and are therefore oriented systems and, hence, teleological in nature.According to Al-Mamary (2013), “Management Information System is type of information systems that take internal data from the system and summarized it to meaningful and useful forms as management reports to use in managerial decision making.”
In addition, a system can be defined as a group of people, a number of procedures or equipment data processing, picking, stores and retrieves data to reduce uncertainty in decision-making through the provision of information at all levels of the organization: lower level, middle level and upper level.
2.2 Advantage of using Service Desk Systems in organizations
This literature describes the significance of introducing IT Service Management (ITSM) systems that outlines and standardizes a business environment. In this research, the authors have completely applied Five ITSM procedures within the realization of the Service Desk Management System that links all other systems and network components.
A fully implemented system has these processes: Service Catalogue Management, Incident Management, Problem Management, Change Management and Service Asset & Configuration Management (Serbesta and Goksenb, 2015).
Under a quality approach where trust, availability, and security are crucial, the importance of information technology (IT) support and execution of operations is recognized as very essential by the organizations. Delivering quality service has become the difference between success and failure of organizations, coupled with the competitive level in IT service requirements that is appropriate to the needs of the organization and the user (AlEmran & Chalabi (2014).
A high quality support for computing infrastructure and to customers is critical in achieving the goals of any organization. Often, given the variety and distribution of architectures they are addressed independently, with administration and support of each environment, which becomes very expensive, with waste of time and usually becomes an unimportant task (Sukhopluyeva and Kuznetsov, 2017).Hence, to achieve adequate support to the needs and requirements of users, an activity as a point of contact between the user and the service, a Service Desk (Help Desk), is responsible to manage user’s incident which is a crucial part of the process of IT service support.
Usually, to meet both the objectives of the organization and customer requirements, organizations implement ITSM (Pillai, A.K.R., et al., 2014) by creating a central contact point for customer or user, together with a consolidated team, invest time in planning, training, review, research and work closely with customers or users while adopting proactive and structured practices.
2.3 Towards an Improved IT Service Desk System and Processes
These articles discuss how to improve help desk System which in turn will lead to better system that also leads to customer satisfaction. The aim is to provide better helpdesk system and create satisfied users.
Improving the help desk system will enable IT department to be able to save time and efforts in the reporting of the user’s problem, as well as saves time to solve this problem. It is easy to say that this investment will pay-off for itself in savings of time of staffs (Akinnuwesi et al., 2014).
Improving the helpdesk system could entice more users to access it in which they can view information in a central location, file complaints and reports, and conveniently receive alerts to by email in every step of the solution of the problem, instead of picking up the phone and having to try to locate an available engineer to do that, hence, leads to losing more time. (Pillai, A.K.R., et al. (2014). Thus, the organization must think about how users and customers can be more comfortable with the services of the IT department that offers, thus, this will tempt more customers to use it which in turn earn a good recommendation/ reputation.
2.4 The Development of IT Helpdesk Systems in the Public Sector
In many literatures that were reviewed in this research paper, there is a presentation of many instances of public (government) sector entities that utilize a kind of system that serves directly its users. For example, CRM System. “Customer Relationship Management (CRM) has grabbed the attention of both practice and research in the past decade, developing into an area of major significance” (AL-Khouri, 2012).Similar to a Helpdesk system, the focus of the CRM concept is to build a long-term and value-added relationship for both the organisation and customers. Such systems play a great role in providing support to users. The system helps the organization to improve user support and knowledge management by optimizing information shared by multiple employees and streamlining existing processes (for example, rising tickets using mobile devices). The system allows the formation of personalized relationships with customers, with the aim of improving customer satisfaction and maximizes speed of service (AlEmran & Chalabi (2014).
In addition, the system provides employees with the information and processes needed to meet understanding and identifications of the needs of these customers, and build relationships between the organization, its customer base and distribution partners (Akinnuwesi et al (2014).
Obviously, the entire set of system resources and operations, tends to dynamically form structures that are also dynamically adjusted for management decisions. For example, the Management system in the public sector, that consists of several sub-systems (including helpdesk system), are considered the main systems that affect the entire organization. These are the Decisional System, which establishes the mechanism by which decisions are made. This makes explicit the structure through which it captures and elaborates the data.System Planning and Control, anticipating what will happen with some probability, and assess what actually happened, are all complementary aspects of decision-making systems.
2.5 Enhancing IT Helpdesk System to increase users’ satisfaction
There is no large organization that does not have a help desk today. The technology incorporated into the help desk systems is essential to have a service always available, but those on the other side of the telephone have much to contribute in the operation of a help desk. As Mónica Lorca, Sigma's Service Management Office, points out, "beyond the hardware and software tools, the human factor is fundamental".
There are, as required by the Extension executive, numerous skills that are decisive for success in problem solving, "because as important as solving the requirement is to make that customer is satisfied.Improving the level of performance, in order for the internal or external customer to have a feeling of satisfaction with the service, is a permanent challenge for organizations according to Pogarcic (2017).
Detection failures of a system before customers is another pending task for companies. As the Extension executive points out, different studies reveal that about 80% of the time, users first detect the problems of the IT areas. There is still a lot to be done in terms of automation of incident detection and intelligence application to determine the most recurrent, that is, problem management, a practice that few companies use, but that can significantly reduce IT problems. (Al-Humoud S. (2017).