Knowledge based helpdesk system in Nuclear Malaysia

Knowledge based (K-based) Helpdesk system is a knowledge oriented web based system that provides support to business process of the technical service providers.It is a multi- centric system which focuses on end-users, technical workers and higher level management through utilization of knowledge which resides and grows within the system. The objectives of the system are to be a user-friendly, capture technical knowledge for efficient performance and educating users for self reliance.These were achieved through the improvement of the helpdesk business process and better management of technical knowledge. This system has been tested and implemented in Information Technology Center (IT), Engineering Division (BKJ) and Instrumentation and Automation Center (IAC) at the Malaysian Nuclear Agency (Nuclear Malaysia). Higher levels of user satisfaction and faster growth in technical knowledge repository have been recorded in the system.This paper describes the helpdesk system in the perspective of management of its technical knowledge contributing to strengthening organizational knowledge asset of Nuclear Malaysia as national nuclear research institution