Analyzing Helpdesk Operation for an IT Function - A Case Study of a Private University in Malaysia

This paper discussed the current situation in helpdesk unit at one of the university in Malaysia. It starts by describing the meaning and the need of having good helpdesk operation in handling and monitoring the IT processes and resources in the institutions, followed by the background of helpdesk unit in one of IT department in a university. The study performed will investigate and measure the current level of services in helpdesk operation and will recommend a possible best helpdesk framework in order to ensure that the flow of activities and operation in helpdesk become more reliable, efficient and effective in delivering their services to all IT user in the university.