A feasibility study on the introduction of an IT Help Desk at the North West University (mafikeng Campus)

Abstract

The main focus of the study was to find out whether tertiary institutions such as the University of North-West (now North West University- Mafikeng Campus) can handle the Help Desk effectively, with regard to IT staff workloads and skills, and students' and staff IT skills. The aim of the research was to examine the extent to which users can make use of the help desk for different sectors of the university community (administrative, academic, support personnel and students). The study looked at the structure of a user help desk appropriate for the North West University (Mafikeng Campus), and also examined the distribution and channels to be used for a user help desk. The assumption was made that a help desk at the North West University (1'v!aftkeng Campus) can provide services of high quality to its entire community. A questionnaire was used to solicit the perceptions of the university community towards the introduction of the Information System's helpdesk. The respondents' responses were then analysed with the use of spread sheet tables. The target was 150 respondents of which 120 managed to respond to the questionnaire. Most of the participants agreed that they were prepared to accept changes brought about by the use of help desk. The study also revealed that there were serious problems at the NWU (Mafikeng Campus) regarding shortage of support received from the Information Technology department of the University. The researcher therefore recommends that the automated Helpdesk be introduced as soon as possible so that the users can become familiar with it. In general the skill of staff and students are actually good and most of them will welcome the help desk. The IT staff workload is more with few members of staff, and the recommendation is that there is a need to implement the help desk.