HDR — Service Desk Management
HDR is a technical support application designed to organise operators’ resources and speed up everyday tasks. It brings together reply templates, procedures, application-wide search, usage history and technical records in one interface.
Anonymised presentation: this project description and its demonstration screenshots use fictional content. No client names, credentials, contact details or operational information from a client environment are presented.
Some information previously managed in shared Excel files has been transformed to simplify its management and improve efficiency. Its presentation in this portfolio is anonymised.
A workspace tailored to each user’s roles
Each user has a workspace tailored to their permissions. The super administrator assigns one or more roles to accounts and defines which roles can access each application section. Menus and submenus are then built around those permissions, so users do not all see the same sections. This centralised management gives each profile access to the resources and tools relevant to their responsibilities.
The application is restricted to authenticated users whose IP address has been authorised in advance. Changing networks may require a new approval. Administration tools cover accounts, roles and menus.
Stable is selected by default. Administrators have access to beta; other accounts must be granted access. The choice is saved per account, and switching versions reloads the application. The backend also checks access to beta-only operations; returning to stable changes the interface in use without restoring an earlier application state.
Reply templates and knowledge base
Templates are grouped by service and category, with search, editing and quick copying. Categories with the same name remain separate when they belong to different services. Notes and procedures are combined in an article library with a rich text editor and editing permissions based on authorship or administrator rights.
Global search finds articles, reply templates, e-mail templates, commands and useful links. Filters by type and service lead directly to the relevant content. Copy history and its charts track template usage. An AI assistant provides an additional support tool.
Technical directory and precise search — beta
The interface combines a record list with a detailed panel and adapts its layout for mobile devices. It brings together the information and equipment needed for technical consultation, with quick copying of values and links to equipment web interfaces.
With advanced search off, an input containing only three or more digits searches for the exact record number while ignoring leading zeros. Shorter searches remain partial. Advanced mode extends the search and provides combined filters, including equipment type and presence. Counters describe the recorded inventory; they are not a real-time availability monitor.
Local diagnostics from Windows — beta
A small terminal icon starts a Ping from the operator’s workstation. It uses a Windows launcher installed beforehand and opens the terminal directly, without an intermediate confirmation dialog in the application. The test uses the workstation’s connection and network routes, including those provided by an active VPN, then displays its result in the terminal. Browser and Windows security rules still apply.
Architecture and implementation
The React 18, Material UI and Redux Toolkit frontend communicates with a Symfony 8 API, Doctrine ORM and MySQL. Vite builds the interface, and JWT handles authentication. Changes are versioned and checked before publication, with backups and stable components preserved for beta features.
My role: full stack design and development, knowledge organisation, operator and administrator interfaces, search, Windows launcher integration, access control and VPS operations.
Gallery: the screenshots show the current interface in French with fictional demonstration data, including menu configuration and access by role.