An Overview about the IT Help Desk of Sociedad Portuaria Puerto Bahía: One Step Automation

Abstract

Introduction: Ports are destined to be more efficient and effective every day, due to the great responsibility they have within the foreign and international trade supply chain. Like-wise, they are promoters of the development and growth of the economy of an entire nation, which entails a high and demand-ing competitiveness within the global market. Indeed, this article aims to identify some research on help desk automation to support efforts and add value in terms of technology and innovation in the port sector.

Objective: To present a literature review of automations made to help desks, so that in the future a design of a tech-nological solution can be developed that automates the help desk of a port society, in this case, Sociedad Portuaria Puerto Bahía (SPPB).

Methodology: This article was initially focused on the con-textualization of port companies and sources of information obtained from: specialized databases (through a systematic review of the literature), technical reports and regulations from associations and state entities (through a process of technological surveillance) and documentation and internal information of the SPPB company on the processes that they execute in their help desk.

Results: The review is successfully of the literature on the automation of help desks based on different methods and the service request management process is shown in a general way of the Sociedad Portuaria Puerto Bahía. Also, possible solutions that could apply to SPPB.

Conclusions: The automation process of a help desk has multiple investigations, one of them is the recommendation systems, therefore, a gap is opened so that a model can be implemented that allows ports, especially SPPB, to improve their process management of service requests for internal users and indirectly, contribute to the increase in productiv-ity and competitiveness of the port sector at a national and international level.