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All Journal Journal of Information Systems and Informatics
Cynthia Dewi Tanuraharja
Bina Nusantara University
Computer Science & IT

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Improving IT Team Motivation in Using IT Helpdesk Cynthia Dewi Tanuraharja; Gunawan Wang
Journal of Information System and Informatics Vol 4 No 4 (2022): Journal of Information Systems and Informatics
Publisher : Universitas Bina Darma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51519/journalisi.v4i4.342

Abstract

Information Technology and Information Systems are important in supporting operations in a company. The organization's ability to manage IT affects the quality of its information technology services, especially in the use of the IT Helpdesk. The IT Helpdesk acts as a good service provider for request fulfillment and problem management in the company and aims for the IT support team to monitor the status of work on problems faced by users and can analyze lead times from the emergence of these problems to their completion. The IT Helpdesk in a company engaged in the garment and textile industry has not been used optimally, for example, e-ticketing has not reached the target time specified in the Standard Operating Procedures (SOP) at the company due to a lack of enthusiasm and lack of motivation by the IT team towards the use of IT Helpdesk. Therefore, the researchers designed a prototype of the application of gamification with the Mechanics-Dynamics-Aesthetics (MDA) framework at the IT Helpdesk as a strategy used to increase the motivation and enthusiasm of the IT team that is useful for improving the performance of each IT team.
Co-Authors Gunawan Wang