Report on Helpdesk Software Solution for AITB (ICTICT608)

This report, prepared for AITB, recommends a helpdesk solution to manage client-related issues effectively. It discusses the benefits of implementing such a solution, including adherence to ITIL standards, chatbot support, and integration capabilities. The report analyzes the chosen helpdesk software, Zoho Desk, highlighting its ease of management and reasonable cost, while also acknowledging its limitations. The conclusion emphasizes the importance of selecting a solution aligned with business needs, recommending Zoho Desk for its scalability. Before implementation, the report suggests an internal IT infrastructure audit, financial assessment, and careful evaluation of business requirements. The report references relevant literature and provides a comprehensive overview of the recommended helpdesk solution, tailored for AITB's needs and presented as a solution to their current ICT support requirements.

Running head: HELPDESK SOFTWARE SOLUTION
HELPDESK SOFTWARE SOLUTION
Name of the Student
Name of the University
Author Note

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HELPDESK SOFTWARE SOLUTION
Executive summary
In this report, a helpdesk solution is recommended to AITB for managing related issues of the
clients. Benefits of the proposed helpdesk solution is discussed along with issues of the solution has
been discussed in this report. Along with that, the report also provides recommendation for
choosing best software in this context.

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HELPDESK SOFTWARE SOLUTION
Table of Contents
Introduction:.........................................................................................................................................3
Discussion:...........................................................................................................................................3
Benefits of helpdesk software:.........................................................................................................3
Analysis of the chosen helpdesk software:.......................................................................................3
Conclusion:...........................................................................................................................................4
Recommendation:.................................................................................................................................4

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HELPDESK SOFTWARE SOLUTION
Introduction:
Companies want to excel in their business and wants to establish competitive requires
keeping customer satisfied, as they are the important for business to be successful. Without
enhanced consumer satisfaction, this is not possible to achieve consumer engagement with the
business (Pasko 2017). However, to ensure that companies should be able to provide solution to the
consumer queries and help them resolve their issues in proper fashion. This is where helpdesk
software becomes important as it provides options for automate the process for analysing consumer
issues and provide required solution in time without delay. Here in this report the benefits of having
a helpdesk software in business is discussed in details. Along with that, the report also provides
recommendation for choosing best software in this context.
Discussion:
Benefits of helpdesk software:
 Provide adherence to the Information Technology Infrastructure Library (ITIL) which
provides best standards for IT service managements and provides checklists, procedures,
processes, and tasks required for this purpose (Hernantes, Gallardo and Serrano 2015)
 Provide support for chatbot engagement which automates communication with
consumers through support for live chat options (Thorne 2017)
 Provides facility to communicate with other applications that are integrated with these
services and offers an integrate approach for IT management
Analysis of the chosen helpdesk software:
The helpdesk software that is considered in this report is Zoho Desk Review
Pros:
 Easy to manage

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HELPDESK SOFTWARE SOLUTION
 Reasonable cost
 Easy to upgrade if required
Cons:
 on-premises functionality is not provided
 lack of consistency in managing assets
Conclusion:
Although various helpdesks solutions are available in the market, it is important to choose a
solution that is consistent with business infrastructure and business requirements. The helpdesk
solution that is considered in his report is consistent with business requirements of AITB. Zoho
Desk is such a platform that grows with company itself and hence this is ideal choice for SMEs like
AITB. Hence, this software is an effective recommendation for the company.
Recommendation:
Before incorporating the helpdesk, solution following steps are recommended to AITB:
 internal audit of existing IT infrastructure
 financial strength to integrate such solutions with the IT infrastructure
 proper assessment of the business needs of the company

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HELPDESK SOFTWARE SOLUTION
References:
Hernantes, J., Gallardo, G. and Serrano, N., 2015. IT infrastructure-monitoring tools. IEEE
Software, 32(4), pp.88-93.
Kalibhat, N.M., Varshini, S., Kollengode, C., Sitaram, D. and Kalambur, S., 2017, December.
Software troubleshooting using machine learning. In 2017 IEEE 24th International Conference on
High Performance Computing Workshops (HiPCW) (pp. 3-10). IEEE.
Pasko, N.B., 2017. ADVANTAGES AND DISADVANTAGES OF HELPDESK.
Thorne, C., 2017. Chatbots for troubleshooting: A survey. Language and Linguistics
Compass, 11(10), p.e12253.