Capacitating ICT Technical Support: Implementing a Centralized Knowledge Base System

Organizations rely on IT personnel to support and resolve IT issues faced by employees. This task is particularly challenging for a government agency with a mix of permanent and contract IT staff, where employment status can be uncertain, and personnel may frequently change. The agency struggles with efficiently managing data and knowledge, transferring support information, and storing critical data. To address these challenges, the researcher developed a centralized ICT knowledge base. This system provides a comprehensive repository for storing, organizing, and retrieving essential information, such as support procedures, system credentials, and procurement details. It facilitates effective IT support and streamlines transitions for incoming or reassigned staff. The system was developed using Visual Studio Code as the code editor and Laravel as the PHP framework. The system was also tested using ISO/IEC 25010:2023 Standard. The evaluation confirmed that the system is reliable, functional, and accurate, offering a valuable solution for managing IT knowledge within the agency.