Doolan, Stephen (2016) Technical Report: AcademyRS. Undergraduate thesis, Dublin, National College of Ireland.
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The main objective of AcademyRS project is to create an online IT Help Desk for users of The Academy LMS (Learning Management System) that will make it simpler to report issues they are encountering with the system while also providing detailed information to the support team regarding the issue which can be used to identify a resolution. AcademyRS will keep records of issue details and IT staff members responsible for solving each issue. These records will then be used to create automated key performance indicator (KPI) charts. The objectives of KPI’s are to:
- Improve efficiency within the IT support team.
- Allow staff to be recognised for their contributions to the organisation.
- Provide the organisation leaders with information so they can make educated decisions.
This program aims to create an environment that is user friendly and allows them to communicate their issues effectively with our support team thus leading to a speedy resolution and resulting in greater customer satisfaction.
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