Developing an IT Help Desk Troubleshooter Expert System for diagnosing and solving IT Problems

IT help Desk has been incorporated in many organizations to provide technical support for their employees and/or customers. In this paper, an IT help desk troubleshooter expert system has been developed based on the knowledge that has been captured from the network engineer (i.e. the expert) from Al Khawarizmi International College-UAE. Three main problems have been taken in consideration in building the system: printers’ problems, Hardware/Software problems and Internet connection problems. The expert system has been developed using CLIPS. An interactive user interface has been added to the system to facilitate the interaction between the user and the system using Java. CommonKADS methodology has been used in this work to effectively design and analyze the system. The developed system achieves 81.8% accuracy as comparing to the human expert. The developed expert system can be used by any technician who may not have adequate knowledge about the domain problems.