Özet:

Abstract This research aims to develop a Help Desk Support System using a Priority-Based Scheduling Algorithm to automate the technical support process by creating a ticket automation, request queuing that handles technical problems and inquiries. A knowledge-based system was designed to provide information for common help desk issues. It presents an innovative method of serving ticket requests using the Priority-Based Scheduling Algorithm to ensure fair and balance processing. An object-oriented systems development model was used in the software development which follows several phases. These are the data gathering requirements, problem analysis, systems design, and implementation.  To determine the quality and performance of the system, it was evaluated by the Domain and IT Expert based on ISO 25010 Criteria for software development. The results revealed that both the Domain and IT Experts rated Functional Suitability, Performance Efficiency, Usability, Reliability, Security, Maintainability, and Portability as excellent while Compatibility was rated very good. The overall result of the evaluation is excellent which implies that the system meets the standard criteria in the system’s development and the implementation of the system is recommended.

Anahtar Kelimeler: