Gamedesk: gamificação para service desk

Abstract

The objective of this work was to develop an application using gamification, which could offer achievements and rewards to employees, based on Service Desk calls, in order to increase engagement and agility in providing service. As for the methodological aspects, this research, according to its nature, is a summary of the subject. According to its objectives, it is exploratory and regarding its technical procedures, it is bibliographical and experimental. The results obtained allowed us to conclude that the employee, through the application, seeing their achievements, their rewards progress and even following the performance graphs of their calls, were more motivated. Furthermore, using gamification, there was a greater engagement due to the employees' interests in obtaining the achievements and rewards inserted in the implemented application. Thus, answering calls became more agile and increased engagement, bringing more productivity to the company.