Help desk service delivery management of Malaysian Immigration Department / Wan Jasrini Wan Abas

Malaysia Immigration Department IT Service Desk also known as ADUKOM has been an important component to the organization for many years. The primary objective of the help desk is to resolve problems related to IT in the organization. Thus, the agents in the help desk must be very knowledgeable of th...

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Main Author:	Wan Abas, Wan Jasrini
Format:	Thesis
Language:	English
Published:	2014
Online Access:	https://ir.uitm.edu.my/id/eprint/64359/1/64359.PDF
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id	my-uitm-ir.64359
record_format	uketd_dc
spelling	my-uitm-ir.643592023-08-29T01:53:54Z Help desk service delivery management of Malaysian Immigration Department / Wan Jasrini Wan Abas 2014 Wan Abas, Wan Jasrini Malaysia Immigration Department IT Service Desk also known as ADUKOM has been an important component to the organization for many years. The primary objective of the help desk is to resolve problems related to IT in the organization. Thus, the agents in the help desk must be very knowledgeable of the information systems, applications, and technologies supported. Until today, there is no study done on the system as a whole. Most efforts at improving help desk performance have been to make the current system more efficient through application of information technologies. The main objective of this study is to evaluate the efficiency of the current IT service desk based on its process flow and to identify the challenges, limitations and new opportunities of the current IT service desk to be in line with current environment. This study will use qualitative response in order to come out with a list of the current key issues, challenges, limitations and new opportunities of the current IT service desk to be in line with current environment. Furthermore, this study also intended to define and propose new IT Service Desk models focussing on the business needs. 2014 Thesis https://ir.uitm.edu.my/id/eprint/64359/ https://ir.uitm.edu.my/id/eprint/64359/1/64359.PDF text en public masters Universiti Teknologi MARA (UiTM) Faculty of Computer and Mathematical Sciences Hashim, Mardziah (Assoc. Prof.)
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Hashim, Mardziah (Assoc. Prof.)
description	Malaysia Immigration Department IT Service Desk also known as ADUKOM has been an important component to the organization for many years. The primary objective of the help desk is to resolve problems related to IT in the organization. Thus, the agents in the help desk must be very knowledgeable of the information systems, applications, and technologies supported. Until today, there is no study done on the system as a whole. Most efforts at improving help desk performance have been to make the current system more efficient through application of information technologies. The main objective of this study is to evaluate the efficiency of the current IT service desk based on its process flow and to identify the challenges, limitations and new opportunities of the current IT service desk to be in line with current environment. This study will use qualitative response in order to come out with a list of the current key issues, challenges, limitations and new opportunities of the current IT service desk to be in line with current environment. Furthermore, this study also intended to define and propose new IT Service Desk models focussing on the business needs.
format	Thesis
qualification_level	Master's degree
author	Wan Abas, Wan Jasrini
spellingShingle	Wan Abas, Wan Jasrini Help desk service delivery management of Malaysian Immigration Department / Wan Jasrini Wan Abas
author_facet	Wan Abas, Wan Jasrini
author_sort	Wan Abas, Wan Jasrini
title	Help desk service delivery management of Malaysian Immigration Department / Wan Jasrini Wan Abas
title_short	Help desk service delivery management of Malaysian Immigration Department / Wan Jasrini Wan Abas
title_full	Help desk service delivery management of Malaysian Immigration Department / Wan Jasrini Wan Abas
title_fullStr	Help desk service delivery management of Malaysian Immigration Department / Wan Jasrini Wan Abas
title_full_unstemmed	Help desk service delivery management of Malaysian Immigration Department / Wan Jasrini Wan Abas
title_sort	help desk service delivery management of malaysian immigration department / wan jasrini wan abas
granting_institution	Universiti Teknologi MARA (UiTM)
granting_department	Faculty of Computer and Mathematical Sciences
publishDate	2014
url	https://ir.uitm.edu.my/id/eprint/64359/1/64359.PDF
_version_	1783735449110446080

Help desk service delivery management of Malaysian Immigration Department / Wan Jasrini Wan Abas

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