Abstract:
The COVID-19 outbreak led to a shift from face-to-face to online teaching, thus restricting campus access. The adoption of online teaching and learning forced both lecturers and learners to adopt a number of strategies for learning. Although the transition was embraced, a number of difficulties were encountered by both teaching staff and students. Some of these included the unwilling attitude of some teaching staff and students to migrate to the online platform, the inability to afford internet charges, among others. These problems were either not dealt with in time or not received because of the lack of an online help desk system. This study aimed at collecting data to guide the development of an Online Help Desk system to address the challenges faced by users as they navigate the platform. The adoption of a system development methodology known as Structured System Analysis and Design was done. It is assumed that the newly developed system will provide solutions to arising issues and allow users to highlight problems, learn about user experiences, ease information flow and dissemination, as well as provide a monitoring and evaluation tool for various stakeholders.
