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BANK
LEADERSHIP DEVELOPMENT
PROGRAMME 2005

MODULE: Information / Knowledge Management
and e-Business

Presented By: Ann Cameron

IT Support Services
Helpdesk System and Fault Logging Procedure



TABLE OF CONTENTS

1. Introduction.. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 3
2. Overview ..... .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 4
3. Bank's Helpdesk System and IT Fault Logging Procedure. .. .. .. .. .. .. .. .. . .. 5
4. Implementation of an Improved Helpdesk System and Fault Logging Procedure. .. . .. .. 8
5. Benefits of an Improved Helpdesk System and Fault Logging Procedure .. .. .. .. .. .. .. .. 9
6. Conclusion.. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 10
7. List of References . .. .. .. .. .. .. .. .. .. .. .. .. ........

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Approximate Word Count: 3319
Approximate Pages: 14 (250 words per double-spaced page)

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