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School of Medicine - Help Desk

Project

Develop website for IT Tech Support Staff and Campus Users.

Client

Loma Linda University

URL

Not Available - Campus Access Only

Description

The School of Medicine IT Support Staff needed a better way of tracking tasks and time spent in supporting their schools users.

This extensive site allows users to submit problem requests, track the status of their request in the queue. Tech support can assign jobs to specific support people, analyze time spent on each request by department, user, techie, or even by each individual piece of equipment and brand. This feature allowed the IT department to request, and receive an increased budget, since they were able to show the number of service calls over time compared to the number of jobs that were assigned each techie.

Other hilights of this site include a Purchase Order system and Router and Switch Configuration Utility (which allowed tracking connections all the way through the switches and VLANs down to the individual computer.)