Mesa de ayuda para docentes y personal administrativo de la Facultad de Ingeniería de la UCSG.

Abstract

The control of technical support events in an organization is very important to maintain the proper functioning of the technological infrastructure and allow the normal development of the processes that are normally carried out. These requirements do not always come to the attention of those responsible for providing this service, so that, in many cases, there are complaints from users for what they consider a bad service, since there is no tool available to record these incidents. This is the case of teachers and administrative staff of the Faculty of Engineering of the UCSG, which does not have a help desk that manages the problems. For this reason, it is proposed to implement a help desk that meets the requirements of technical support in order to maintain efficient communication and solve problems in a timely manner. To perform it, a qualitative, analytical and descriptive methodology was used, with the interview as a data collection technique. From the information collected, it was known that users make their support requests verbally or by phone call and that the biggest problem exists when events arise outside working hours. Finally, the conclusions and recommendations that were reached after the project was completed are presented.