RANCANG BANGUN SISTEM INFORMASI HELPDESK IT SUPPORT BERBASIS WEB DENGAN METODE WATERFALL (STUDI KASUS PT ASTRINDO SATRYA KHARISMA)

Authors

  • Arief Rahman Hanafi Universitas Pamulang
  • Salman Farizy Universitas Pamulang

Abstract

ABSTRAK

RANCANG BANGUN SISTEM INFORMASI HELPDESK IT SUPPORT BERBASIS WEB DENGAN METODE WATERFALL (STUDI KASUS PT ASTRINDO SATRYA KHARISMA). Dalam era digital yang berkembang pesat ini, sistem pendukung layanan teknologi informasi (IT) yang efektif sangat penting untuk keberlangsungan operasi bisnis.  PT Astrindo Satrya Kharisma masih menangani keluhan IT secara manual, yang menyebabkan keterlambatan, kekurangan dokumentasi, dan kesulitan untuk memantau.  Pengembangan perangkat lunak Waterfall, yang terdiri dari analisis kebutuhan, perancangan, implementasi, pengujian, dan pemeliharaan, digunakan dalam penelitian ini.  Sistem ini menggunakan Bootstrap, PHP, dan MySQL.  Hasil penelitian menunjukkan bahwa sistem helpdesk berbasis web dapat mempercepat penanganan keluhan, meningkatkan dokumentasi, dan membuat evaluasi kinerja dukungan IT lebih mudah.                               

Kata kunci: Helpdesk, Sistem Informasi, Waterfall, IT Support, Ticketing.

ABSTRACT

DESIGN AND DEVELOPMENT OF A WEB-BASED IT SUPPORT HELPDESK INFORMATION SYSTEM USING THE WATERFALL METHOD (CASE STUDY: PT ASTRINDO SATRYA KHARISMA). In the contemporary digital era, the presence of effective information technology (IT) support systems is essential to ensure business continuity and operational efficiency. At PT Astrindo Satrya Kharisma, IT-related complaints are still managed manually, which leads to delays in response, inadequate documentation, and challenges in monitoring service requests. This study employs the Waterfall software development model, encompassing requirements analysis, system design, implementation, testing, and maintenance. The system was developed using PHP as the programming language, Bootstrap as the interface framework, and MySQL as the database management system. The findings demonstrate that the proposed web-based helpdesk system enhances the efficiency of complaint handling, improves the quality of documentation, and facilitates more effective evaluation of IT support performance.

Keywords: Helpdesk, Information System, Waterfall, IT Support, Ticketing.

 

Author Biographies

Arief Rahman Hanafi, Universitas Pamulang

Sistem Informasi 

Salman Farizy , Universitas Pamulang

Sistem Informasi

Downloads

Published

2025-09-08

How to Cite

Hanafi, A. R., & Farizy , S. (2025). RANCANG BANGUN SISTEM INFORMASI HELPDESK IT SUPPORT BERBASIS WEB DENGAN METODE WATERFALL (STUDI KASUS PT ASTRINDO SATRYA KHARISMA). Jurnal ESIT (E-Bisnis, Sistem Informasi, Teknologi Informasi), 20(2), 285–293. Retrieved from https://openjournal.unpam.ac.id/index.php/ESIT/article/view/53403

Issue

Vol. 20 No. 2 (2025): Jurnal Esit (E-Bisnis, Sistem Informasi , Teknologi Informasi)

Section

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