Pengembangan Sistem Monitoring Help Desk pada Pusat Teknologi Informasi dan Komunikasi Pendidikan (PUSTEKKOM) Kementerian Pendidikan Nasional (KEMENDIKNAS)

PUSTEKKOM help desk serves as a solution in dealing with existing problems, especially a LAN (Local Area Network) and related issues Hardware damage. At present, handling of problems that occur at LAN PUSTEKKOM still not good, because uncontrolled process of improving LAN network connection and coordination with Household field that requires time, thus making staff did not complete their tasks and cause existing damage. Lack of Help Desk system that provides reports PUSTEKKOM KEMENDIKNAS systematically. All registration statements, monthly reports and calculation of the problem is still carried out manually. This can give a negative impact, namely: there are problems that are at risk noted repeatedly, a problem which was not recorded because of busy telephone operators in receiving, the calculation of the problem is not accurate because it is done manually and the need for the Head of IT to wait to get the desired report. From this problem the authors make a monitoring system that integrates well so that accessing data on the help desk can be done easily and quickly in order to measure the level of problems as well as accessing the report by the Head of IT, and problems can be handled properly. In searching needs, systems development is done through data collection method with observation, interview by the Help Desk PUSTEKKOM KEMENDIKNAS and literature review of various sources of information. Development of system used the method SDLC (System Development Life Cycle) with Waterfall strategy. This system can provide monitoring information that can monitor each and every problem that occurs, providing accurate information in evaluating the results of the report and to know the trend level of the problems of each and every problem that occurred.