Helpdesk Solution for AIBT Campuses: A Report for AIBT Management

Prepared by: ICT Outsourced Solutions Provider (ICTISP)

Date: 2024-04-05

Table of Contents

1. Executive Summary
2. Introduction
3. ICT Support Needs of AIBT Campuses
4. Recommended Helpdesk Solution Features
5. Service Level Agreement (SLA)
6. Conclusion
7. Recommendation

Executive Summary

This report outlines a recommended Helpdesk Solution for AIBT to provide efficient and centralized ICT support across its campuses in Sydney, Brisbane, and Hobart. The report details key features of the proposed solution, including incident ticketing, knowledge base, reporting, and remote access capabilities. It also emphasizes the importance of a Service Level Agreement (SLA) to define performance expectations and responsibilities.

Introduction

AIBT’s recent acquisition of ICTISP presents an opportunity to implement a comprehensive Helpdesk Solution for nationwide ICT support. This will enhance service delivery, improve response times, and streamline communication between staff and the IT support team.

ICT Support Needs of AIBT Campuses

• Centralized Ticketing System: A system to capture, track, and resolve IT-related incidents efficiently.
• Knowledge Base: A searchable repository of solutions to common IT issues, accessible to staff for self-resolution.
• Remote Access Capabilities: The ability for IT support to remotely access and troubleshoot computer systems.
• Reporting and Analytics: Tools to track incident trends, measure support performance, and identify areas for improvement.
• Multi-Campus Functionality: The solution should seamlessly manage support requests from all three campuses (Sydney, Brisbane, Hobart).

Recommended Helpdesk Solution Features

Based on AIBT’s needs, ICTISP recommends a Helpdesk solution with the following features:

• Web-based ticketing system: Allows staff to submit and track support requests online from any campus.
• Knowledge base management: Enables creation and maintenance of a searchable database of solutions to frequently encountered issues.
• Asset management: Tracks hardware and software inventory across all campuses.
• Remote access tools: Enables secure remote access for troubleshooting and resolving issues.
• Reporting and analytics: Provides insights into support performance, user trends, and areas for improvement.
• Mobile access: Allows users to submit and track tickets from their mobile devices.
• Multi-language support: Caters to the diverse needs of AIBT’s staff and student population (if applicable).

Service Level Agreement (SLA)

A Service Level Agreement (SLA) is a crucial document that outlines the expected performance standards of the Helpdesk solution. It should define:

• Incident response times (e.g., initial response time, resolution timeframes for different issue priorities)
• Service availability (e.g., uptime guarantees for the Helpdesk system)
• Reporting frequency and format
• Communication protocols
• Service escalation procedures

A sample SLA can be found at https://www.givainc.com/blog/?startRow=31

Conclusion

Implementing a comprehensive Helpdesk solution will significantly improve AIBT’s ICT support infrastructure. A centralized system equipped with the recommended features will enhance service delivery, expedite issue resolution, and provide valuable data for ongoing improvement.

Recommendation

ICTISP recommends collaborating with AIBT’s IT department to:

• Evaluate specific Helpdesk software solutions based on AIBT’s needs and budget.
• Develop a customized SLA that aligns with AIBT’s service expectations.
• Develop a comprehensive implementation plan to ensure a smooth transition to the new Helpdesk system.

By working together, ICTISP and AIBT can establish a robust and efficient ICT support system that empowers staff and students across all campuses.