Enhancing IT Support in Zimbabwe Through Ticketing Systems: Case of Kenac Solutions

Abstract

The rapid advancement of information technology (IT) highlights the need for efficient IT support systems to ensure smooth business operations. Many organizations in Zimbabwe face challenges such as delayed response times, disorganized workflows, and ineffective issue resolution. This research examines the role of ticketing systems in enhancing IT support services, focusing on Kenac Computer Systems, a leading IT service provider in Zimbabwe. By employing a mixed-methods approach, the study combines qualitative data from semi-structured interviews and observations with quantitative data from IT support databases and system logs. Findings indicate that ticketing systems significantly improve response times, issue resolution, and overall service delivery, leading to higher customer satisfaction. Recommendations include adopting advanced ticketing systems with features like automated ticket categorization, prioritization, and real-time updates to boost IT support efficiency. Additionally, the study emphasizes the importance of user training, infrastructure upgrades, and data security measures to ensure successful implementation. These insights contribute to the broader discussion on improving IT services in developing nations, offering practical solutions for businesses seeking to enhance their support infrastructure.