Pengembangan Aplikasi Website Helpdesk IT Dengan Implementasi Algoritma Round Robin Untuk  Distribusi Tiket Studi Kasus:  Corporate IT Lintasarta

Rio Fachrudin; R.Wisnu Prio Pamungkas; Fried Sinlae

Authors

Rio Fachrudin Universitas Bhayangkara Jakarta Raya
R.Wisnu Prio Pamungkas Universitas Bhayangkara Jakarta Raya
Fried Sinlae Universitas Bhayangkara Jakarta Raya

Keywords:

IT Helpdesk, Round Robin, IT Corporate, Web, Agile SDLC

Abstract

Proses distribusi tiket helpdesk IT yang dilakukan secara manual oleh admin di lingkungan Corporate IT Lintasarta menimbulkan sejumlah kendala seperti beban kerja teknisi yang tidak merata, ketergantungan pada peran admin, serta tidak adanya sistem monitoring yang dapat menelusuri riwayat distribusi. Kondisi ini mengakibatkan pelayanan IT internal menjadi kurang efisien dan sulit dikendalikan. Penelitian ini bertujuan untuk mengembangkan aplikasi berbasis web yang mampu mengotomatisasi distribusi tiket menggunakan algoritma Round Robin. Algoritma ini dipilih karena mampu mendistribusikan beban kerja secara bergiliran dan adil kepada teknisi aktif yang terdaftar di sistem. Penelitian ini menggunakan metode pengembangan sistem SDLC Agile agar proses pengembangan dapat disesuaikan secara bertahap dengan kebutuhan pengguna. Hasil dari penelitian ini berupa sistem web helpdesk yang dapat menggantikan distribusi manual menjadi sistematis dan otomatis, serta memiliki fitur monitoring untuk melacak distribusi tiket berdasarkan teknisi dan waktu. Dengan adanya sistem ini, perusahaan diharapkan mampu meningkatkan efisiensi operasional, transparansi, serta pemerataan beban kerja di divisi IT. Penelitian selanjutnya diharapkan dapat memperluas fitur sistem, termasuk prioritas tiket dan integrasi dengan layanan eksternal.

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