Internal Technical Documentation & Operations Help Center

Executive Summary

The help center gathers operational knowledge that used to live in chat threads and in individual memory. Every article follows the same structure, so users can find the handling steps without contacting the IT team.

Background

The same questions about entering ERP transactions and configuring devices were asked again and again. Knowledge sat with individuals, so whenever staff changed, the explanations had to be rewritten from scratch.

Solution Architecture

Content is written as Markdown files and built into a static site. This approach was chosen because anyone who understands plain text can edit the files, every change is tracked in Git, and the site can be served from an internal server without a database.

• Categories: ERP, Hardware, Network, Accounts & Access.
• Article template: symptom, common causes, handling steps, and when to escalate.
• Client-side search across titles and keywords.

Technical Implementation

Astro content collections validate each article’s front matter, so an article without a category or an update date fails the build. The search index is generated at build time and loaded as a single small JSON file.

const guides = defineCollection({
  schema: z.object({
    title: z.string(),
    category: z.enum(['erp', 'hardware', 'network', 'accounts']),
    updated: z.date(),
  }),
});

Results & Impact

Repeat support requests declined, and new users can complete basic tasks by following the written guides. Each newly resolved incident now ends as one more article.