RemotePC Help Desk
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Joined: Jun 2010
18-12-2010, 03:38 PM
RemotePCHelpDesk.ppt (Size: 1.62 MB / Downloads: 73)
This article is presented by:
RemotePC Help Desk
The project and implimentation includes both desktop application as well as web application.
The application aims at improving customer support and troubleshooting activities. It allows providing technical support to customers through remote desktop control.
A Help Desk Process provides users with the answers they need for their technical issue.
By bringing Help Desk Process to the digital medium and onto computers, finding solutions has been easier.
Using RemotePC HelpDesk, providing helpdesk facilities will have the added advantage of remote desktop control.
The scope of the project and implimentation is global i.e. it should be able to be accessed from anywhere through the Internet by providing proper login.
Adds sold products to the web server
Adds new problems and its solution to the web server.
Desktop viewer application environment.
Provision to manage technicians.
Create account for techinician(s) by using user id , port number and ip address.
Login to RPCHD account via desktop viewer application by entering the login details provided by the administrator.
Live chat with customer.
Create and conduct support session.
Connect remotely to customer’s pc and begin troubleshooting.
Avail technical support by registering and then after login in to the site .
Search the problem solution.
Live chat with technician.
Requests for remote support by downloading and running the remote pc client software.
Most companies are giving customer support through telephone services.
Only one customer will be treated at a time through the phone.
The customer should resolve the problem with the given instructions by the technician.
Disadvantages of Existing System
There is no remote access to the customer system.
Problems in storing chat details.
Handles only one customer at a time.
It has facilities to overcome all the disadvantages of the
There are facilities to handle more number of customers at a time.
Customer will get the right support from the right technician.
Advantages of Proposed System
Connect to customer’s pc remotely.
Resolve technical issues.
Desktop viewer for technician.
Instant transfer of file between technician’s pc and that of customer’s.
Live chat with customer and interact with them.
Handle administrative tasks.
Processor - INTEL PENTIUM class,
AMD or a compatible processor
Memory - 512 MB RAM
Hard Disk Capacity - 10 GB FREE SPACE
Architecture - J2EE
Web front-end - JSP
Database - MySQL
IDE - Eclipse
Web Server - Apache Tomcat
Server side script - JSP, RMI