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MOTIVATING EFFECTIVE ICT USERS’ SUPPORT THROUGH AUTOMATED MOBILE EDU-HELPDESK SYSTEM

Azeta, A. A. and Omoregbe, N. A. and Gberevbie, D.E. and Ikpefan, Ochei Ailemen and Ayo, C. K. and Misra, Sanjay and Williams, James T. (2016) MOTIVATING EFFECTIVE ICT USERS’ SUPPORT THROUGH AUTOMATED MOBILE EDU-HELPDESK SYSTEM. International Journal of Pharmacy & Technology.

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Abstract

An automated helpdesk system is meant to eradicate some of the barriers of reaching the Information and Communication Technology (ICT) technical staff to carry out repairs of ICT products and services in an educational institution. The problems faced with the existing ICT user support system include time wasting, difficulty in communication, and slow response to fix ICT related faults. The objective of this study is to develop an Automated Mobile Edu-Helpdesk System (AMES) for effective information dissemination, efficient management of operations and to resolve ICT challenges in higher education. The research methods adopted include unified modelling diagrams for design, Java and XML (Extended Mark-up Language) for Android application development as front end, while Hypertext Preprocessor (PHP) was used as the server side programming tool. MySQL database was used as backend. Findings: The findings from the usability survey shows a good usability based on total rating of 4.09 out of 5 point scale. The benefits of the system include creation of a medium for non teaching and teaching staff to pass their complaints or messages to the technical department for speedy attention; and provision of better and faster operational processes which will reduce time spent on documentation. The automated Edu-Helpdesk system is more reliable, effective and convenient than the manual method in reporting cases of faulty ICT product and services within the university community.

Item Type: Article
Uncontrolled Keywords: Automated mobile helpdesk system, Higher education, Information management System, university community.
Subjects: Q Science > Q Science (General)
Q Science > QA Mathematics > QA76 Computer software
Divisions: Faculty of Engineering, Science and Mathematics > School of Electronics and Computer Science
Depositing User: Mrs Hannah Akinwumi
Date Deposited: 27 Jan 2017 15:29
Last Modified: 27 Jan 2017 15:29
URI: http://eprints.covenantuniversity.edu.ng/id/eprint/7674

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