Improving IT Team Motivation in Using IT Helpdesk

  • Cynthia Dewi Tanuraharja Bina Nusantara University, Indonesia
  • Gunawan Wang Bina Nusantara University, Indonesia
Keywords: Gamification, MDA Framework, IT Helpdesk, Performance, Motivation


Information Technology and Information Systems are important in supporting operations in a company. The organization's ability to manage IT affects the quality of its information technology services, especially in the use of the IT Helpdesk. The IT Helpdesk acts as a good service provider for request fulfillment and problem management in the company and aims for the IT support team to monitor the status of work on problems faced by users and can analyze lead times from the emergence of these problems to their completion. The IT Helpdesk in a company engaged in the garment and textile industry has not been used optimally, for example, e-ticketing has not reached the target time specified in the Standard Operating Procedures (SOP) at the company due to a lack of enthusiasm and lack of motivation by the IT team towards the use of IT Helpdesk. Therefore, the researchers designed a prototype of the application of gamification with the Mechanics-Dynamics-Aesthetics (MDA) framework at the IT Helpdesk as a strategy used to increase the motivation and enthusiasm of the IT team that is useful for improving the performance of each IT team.


Download data is not yet available.


N. S. Prameswari and T. D. Susanto, “Pembuatan Dokumen Service Level Management Pada Layanan Help Desk SAP Berdasarkan ITIL 2011,” Semin. Nas. Sist. Inf. Indones., no. November, 2016.

S. Syofian and A. Winandar, “Aplikasi Helpdesk Mendukung Sistem Ticketing,” J. Teknol. Inf., vol. 4, no. 1, pp. 1–7, 2017.

A. D. Wardani et al., “Student Learning Motivation: A Conceptual Paper,” vol. 487, no. Ecpe, pp. 275–278, 2020, doi: 10.2991/assehr.k.201112.049.

M. Paais and J. R. Pattiruhu, “Effect of Motivation, Leadership, and Organizational Culture on Satisfaction and Employee Performance,” J. Asian Financ. Econ. Bus., vol. 7, no. 8, pp. 577–588, 2020, doi: 10.13106/JAFEB.2020.VOL7.NO8.577.

S. Farisi, J. Irnawati, and M. Fahmi, “Pengaruh Motivasi dan Disiplin Kerja Terhadap Kinerja Karyawan,” J. Hum., vol. 4, no. 1, pp. 15–33, 2020.

Y. Vianna, M. Vianna, B. Medina, and S. Tanaka, Gamification, Inc. - Recreating Companies Through Games, Kindle. MJV Press, 2014.

J. Hamari, J. Koivisto, and H. Sarsa, “Does gamification work? - A literature review of empirical studies on gamification,” Proc. Annu. Hawaii Int. Conf. Syst. Sci., pp. 3025–3034, 2014, doi: 10.1109/HICSS.2014.377.

N. R. Silaen et al., Kinerja Karyawan, Pertama. Bandung: WIDINA BHAKTI PERSADA BANDUNG, 2021.

P. Buttfield-Addison, J. Manning, and T. Nugent, “A better recipe for game jams: Using the mechanics dynamics aesthetics framework for planning,” Proc. Int. Conf. Game Jams, Hackathons, Game Creat. Events, GJH GC 2016, pp. 30–33, 2016, doi: 10.1145/2897167.2897183.

W. M. A. F. Wan Hamzah, N. Haji Ali, M. Y. Mohd Saman, M. H. Yusoff, and A. Yacob, “Influence of Gamification on Students’ Motivation in using E-Learning Applications Based on the Motivational Design Model,” Int. J. Emerg. Technol. Learn., vol. 10, no. 2, p. 30, 2015, doi: 10.3991/ijet.v10i2.4355.

J. V. Moniaga, M. S. Astriani, S. Hambali, Y. Wijaya, and Y. Chandra, “The implementation of MDA framework in a game-based learning in security studies,” Lect. Notes Networks Syst., vol. 22, pp. 596–608, 2018, doi: 10.1007/978-3-319-64352-6_56.

R. Hunicke, M. Leblanc, and R. Zubek, “MDA: A formal approach to game design and game research,” AAAI Work. - Tech. Rep., vol. WS-04-04, pp. 1–5, 2004.

G. P. Kusuma, E. K. Wigati, Y. Utomo, and L. K. Putera Suryapranata, “Analysis of Gamification Models in Education Using MDA Framework,” Procedia Comput. Sci., vol. 135, pp. 385–392, 2018, doi: 10.1016/j.procs.2018.08.187.

W. Afrilia, R. Yuniarti, and A. Komarudin, “Desain Game Simulasi Pembuatan Kue Tradisional Menggunakan Pendekatan Mechanics Dynamics Aesthetics Framework,” SNATI (Seminar Nas. Apl. Teknol. Informasi) 2019, pp. 13–17, 2019.

Abstract views: 1564 times
Download PDF: 818 times
How to Cite
Tanuraharja, C., & Wang, G. (2022). Improving IT Team Motivation in Using IT Helpdesk. Journal of Information Systems and Informatics, 4(4), 833-848.