Abstract—Information technology operational services at PT.
Indonesia Nippon Seiki (PT. INS) is the responsibility of the
Management Information System (MIS) department. This task is a
service to complaints from users regarding hardware, software and
network damage problems by implementing the IT Helpdesk
system. At present, the management of problem complaints services
can be said to be still not good because there is no systematic
procedure in the complaint process to the IT department. Reports to
superiors are incomplete due to poor data collection processes. This
is because there is no good media or data recording system yet. IT
leaders find it difficult to monitor team performance in resolving
any complaints from users because the data cannot be viewed
online. This study aims to build a website based Helpdesk Ticketing
application at PT. INS that can improve the quality of service for
complaints regarding information technology operational
problems. This application development uses the Prototype method
as part of the System Development Life Cycle (SDLC) method. The
system business process modeling uses UML (Unified Modeling
Language). The result of this research is a computer application
that can be accessed in real time so that users can see the
completion status of the cases they submit. Technicians can also
further improve their performance because they can be monitored
directly by the user or their superiors