AN INTRANET CUSTOMER SUPPORT HELP DESK SYSTEM
(ICSHDS)
FOR
MULTITECH BUSINESS SCHOOL
By

MANAGEMENT INFORMATION SYSTEM
DEPARTMENT OF
SCHOOL OF COMPUTING AND INFORMATICS TECHNOLOGY

A Concept Paper submitted to the School of Computing and Informatics Technology
For the Study Leading to a Project Proposal in Partial Fulfillment of the
Requirements for the Award of the Degree of Bachelor of Of Makerere University.

Supervisor

Department of
School of Computing and Informatics Technology, Makerere University
, +256-41-540628, Fax: +256-41-540620 {note: numbers are standard

December 2011

GROUP MEMBERSHIP :

# | Names | Registration Number | Signature | 1 | | | | 2 | | | | 3 | | | | 4 | | | |

Table of contents 1.0 Introduction 4 2.0 Background to the Problem 4 3.0 Problem Statement 5 Objectives 5
4.1 Main Objective 5
Other Objectives 5 5.0Methodology 6
5.1 Observation Method 6
5.2 Interview Method 6
5.3 Administering Written Questionnaires 6
5.4 Documentation and Archival records 6 6.0 Outcomes 7 7.0 References 8

1.0 Introduction
In today’s information age, organizations are required to provide effective, quick and access information .The growing availability of low cost hardware and software avails computerized service provision within the reach of every organization.
Service inquiry and response by various stakeholders is increasing dramatically, as stated by Robert Ferguson a receptionist at Marshall University in West Virginia. Therefore these help systems are not very common in developing countries. A number of organizations in such have not realized their importance. However with the increasing demand for service information and the high rate of advancement in technology, there is doubt that organizations are in great need of such systems, if they are to compete favorably