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BANK
LEADERSHIP DEVELOPMENT
PROGRAMME 2005
MODULE: Information / Knowledge Management
and e-Business
Presented By: Ann Cameron
IT Support Services
Helpdesk System and Fault Logging Procedure
TABLE OF CONTENTS
1. Introduction.. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 3
2. Overview ..... .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 4
3. Bank Helpdesk System and IT Fault Logging Procedure. .. .. .. .. .. .. .. .. . .. 5
4. Implementation of an Improved Helpdesk System and Fault Logging Procedure. .. . .. ..
8
5. Benefits of an Improved Helpdesk System and Fault Logging Procedure .. .. .. .. .. .. .. ..
9
6. Conclusion.. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. ..
10
7. List of
References . .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. ... .. .. .. .. .. .. .. .. ..11
1. Introduction
We all agree that Information and Communication Technologies (ICT) constitute the basis
