Perancangan Sistem Ticketing Perbaikan Sarana Prasarana di Eyelink Group Berbasis Website

Aunur Rosyidi (Universitas Muhammadiyah Gresik)
Henny Dwi Bhakti (Universitas Muhammadiyah Gresik)

Jurnal Nasional Komputasi dan Teknologi Informasi
Vol. 9 No. 2 (2026): April, 2026

Abstrak-Pengelolaan perbaikan sarana dan prasarana merupakan aspek penting dalam mendukung kelancaran operasional perusahaan, khususnya pada perusahaan yang bergerak di bidang pelayanan kesehatan. Eyelink Group sebagai penyedia layanan kesehatan mata masih menghadapi permasalahan dalam proses pelaporan dan penanganan kerusakan sarana dan prasarana yang dilakukan secara manual dan belum terstruktur, sehingga menyulitkan proses pemantauan, pencatatan, dan evaluasi. Penelitian ini bertujuan untuk merancang dan mengimplementasikan sistem ticketing perbaikan sarana dan prasarana berbasis website yang mampu meningkatkan efektivitas dan efisiensi proses penanganan kerusakan. Metode penelitian yang digunakan meliputi studi literatur, observasi langsung, serta pengembangan sistem menggunakan pendekatan System Development Life Cycle (SDLC). Sistem yang dirancang memiliki pembagian hak akses berdasarkan peran pengguna, yaitu user, teknisi, dan kepala departemen/supervisor, serta dilengkapi fitur pelaporan tiket, delegasi penugasan, pemantauan progres, dan penyajian laporan melalui dashboard. Hasil penelitian menunjukkan bahwa sistem ticketing berbasis website ini mampu membantu proses pelaporan dan penanganan perbaikan sarana dan prasarana menjadi lebih terstruktur, transparan, dan terdokumentasi dengan baik. Selain itu, sistem ini memudahkan pihak manajemen dalam melakukan monitoring kinerja teknisi serta evaluasi terhadap jenis dan frekuensi kerusakan, sehingga mendukung pengambilan keputusan manajerial secara lebih efektif. Kata kunci: Sistem Helpdesk; Sarana dan Prasarana; Sistem Informasi; Sistem Tiket; Website; Abstract-The management of facility and infrastructure maintenance is a crucial aspect in supporting the smooth operation of a company, particularly in organizations operating in the healthcare sector. Eyelink Group, as a provider of eye healthcare services, still faces challenges in the reporting and handling of facility and infrastructure damages, which are currently conducted manually and in an unstructured manner. This condition complicates the processes of monitoring, documentation, and evaluation. This study aims to design and implement a web-based ticketing system for facility and infrastructure maintenance to improve the effectiveness and efficiency of damage handling processes. The research methods employed include literature review, direct observation, and system development using the System Development Life Cycle (SDLC) approach. The proposed system features role-based access control for users, technicians, and department heads/supervisors, and is equipped with ticket reporting, task delegation, progress monitoring, and dashboard-based reporting functionalities. The results indicate that the web-based ticketing system is able to structure the reporting and maintenance processes more systematically, transparently, and in a well-documented manner. Furthermore, the system facilitates management in monitoring technician performance and evaluating the types and frequency of damages, thereby supporting more effective managerial decision-making. Keywords: Helpdesk System; Facilities and Infrastructure; Information System; Ticketing System; Website;