Desenvolvimento de um sistema web de suporte técnico na área das TICs

Abstract

With each passing year, Information and Communication Technologies (ICTs) evolve in a surprising speed, having become a tool of extreme importance for small important tool for small, medium and large companies, being a competitive differential competitive differential in the market and making the demand for productivity to be met through solutions of high added value. However, the technical knowledge and familiarity with these new technologies do not grow at the same speed at company level. For this reason, there is a growing demand for for technical support services, which in turn need to serve customers as quickly as possible. as quickly as possible. This is no different at the Faculty of Engineering of Eduardo Mondlane University (FEUEM), because, based on the use of the technological infrastructure of the institution, on the part of employees, there are several requests for requests for technical support services. The communication means available for interaction in the technical support process in most of the stools have not been very effective and at the level of the institution no technological mechanism is the centralization and storage of all requests for technical support submitted, which submitted, which ends up hindering the management of the technical support process. In this way, the present work aimed to develop a web system for technical support system in the area of information and communication technology (ICTs) for FEUEM. To fulfill the general purpose of the study, the bibliographic research was used to to understand how the techniques and models are adopted by various authors in the process of technical support in the area of ICTs. For data collection, interviews were conducted to understand how FEUEM deals with technical support, using a qualitative approach. qualitative approach. However, it was possible to conclude that the adoption of the proposed system, besides enabling the management of the activities performed in the conventional technical support process will boost even more in the improvement of the collaborators' satisfact .(traduçcao Nossa)