IT Helpdesk Ticketing System for Bank
Timeline: Jun 2026 – Jun 2026
Developed a web-based IT Helpdesk Ticketing System to streamline the reporting, tracking, assignment, and resolution of IT-related issues across multiple branch offices. The application enables Branch users to report software, network, and system problems, while Admins verify and assign tickets to Engineers. Engineers manage issue resolution, upload completion evidence, and update ticket status, while Super Admins oversee user and branch management. The system features role-based access control, ticket lifecycle management, file attachments, email notifications, dashboards, and reporting to improve IT support efficiency and response times.
Challenges
- Managing IT support requests from multiple branches.
- Implementing secure role-based access control (RBAC).
- Tracking ticket status throughout the support process.
Solutions
- Built a centralized ticket management system.
- Implemented RBAC for Branch, Admin, Engineer, and Super Admin.
- Added ticket tracking with email notifications.
Results
- Centralized IT support management across branches.
- Improved ticket tracking and response efficiency.
- Reduced manual support processes with a structured workflow.