Developing a help-desk system for a multi-purpose ICT platform in a marginalised setting

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dc.contributor.authorMakombe, Faraien
dc.date.accessioned2026-08-13T00:07:23Z
dc.date.available2026-08-13T00:07:23Z
dc.date.issued2011en
dc.description.abstractAttempts to bridge the digital divide between urban and rural Information and Communications Technology (ICT) users have led to the deployment of ICT platforms in remote rural areas. This puts an increased demand for skilled support in rural ICT platforms to assist users in resolving technical problems that they face on a daily basis. A web based help desk system is developed and implemented to allow knowledge sharing and collaboration amongst users and experts as a way of ensuring the technical sustainability of the Siyakhula Living Lab, a remote rural based Information and Communications Technology (ICT4D) intervention. The research describes the use of Transactional and Innovation & Creative knowledge management strategies and their associated applications such as case-based reasoning (CBR) methods and collaborative knowledge approaches to develop a help desk support system for a geographically distributed multipurpose ICT centre in Dwesa, a rural remote area in the Eastern Cape Province, South Africa. The system implemented in this study has been validated for functional adequacy and usability within the Siyakhula Living Lab. The results of the evaluation are presented in this thesis to provide the initial validation of the effectiveness of the help desk system. Keywords: ICT4D, ICT, Case-Based Reasoning; Collaborative Knowledge, Technical Sustainability, Help Desk Systems, Siyakhula Living Lab Forums, Issue Tracking, Rural Users, South Africaen
dc.format104 leaves; 30 cmen
dc.formatpdfen
dc.identifier.citationMakombe, Farai. 2011en
dc.identifier.othervital:11381en
dc.identifier.otherhttp://hdl.handle.net/10353/315en
dc.identifier.otherComputer industry -- Customer servicesen
dc.identifier.otherRural development projects -- South Africa -- Eastern Capeen
dc.identifier.otherInformation technology -- South Africa -- Eastern Capeen
dc.identifier.otherCase-based reasoningen
dc.identifier.otherTelecommunication -- Technological innovationsen
dc.identifier.urihttp://hdl.handle.net/20.500.11837/4614
dc.language.isoEnglishen
dc.publisherUniversity of Fort Hareen
dc.publisherFaculty of Science & Agricultureen
dc.rightsUniversity of Fort Hareen
dc.subjectComputer industry -- Customer servicesen
dc.subjectRural development projects -- South Africa -- Eastern Capeen
dc.subjectInformation technology -- South Africa -- Eastern Capeen
dc.subjectCase-based reasoningen
dc.subjectTelecommunication -- Technological innovationsen
dc.titleDeveloping a help-desk system for a multi-purpose ICT platform in a marginalised settingen
dc.title.alternativeDeveloping a help-desk system for a multi-purpose ICT platform in a marginalised settingen
dc.typeThesisen
dc.typeMastersen
dc.typeMSc (Computer Science)en

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