Study of User Acceptance ofUTP Helpdesk System

Online helpdesk system nowadays is widely used all around the world in managing problems faced by employees in a company. While some still use the manual approach of tackling the issue, in the future everything will be done through the computer without having to call for an assistance to help. UTP had implemented the helpdesk system but currently the usage is very minimal. The intended end users prefer to call than going through the intranet in reporting their problems. This project is meant to study on the acceptance of the system from the users. In order to understand the acceptance, the author must know one key model in approaching the problem, Technology Acceptance Model. With this model, hypothesis and analysis will be made to determine their level of acceptance towards the system and detect the problems of the helpdesk system. In the meantime, studies on the characteristics of good websites were also done in order to know how well UTP helpdesk system is designed. The project continues with the prototype of an ideal helpdesk system and come up with a set of guide in creating a good helpdesk system based on the prototype. The author hopes the project will benefit not just UTP users but also others in developing any helpdesk system in the future.