Web Based Help Desk System for UUM CAS Postgraduate Help Desk Department Based on Problem Tracking Technique

The current traditional help desk mechanisms used in UUM CAS postgraduate help desk department at UUM are no longer enough to support the increase of the interactions between the users and the technical support employees because there is no standard and organized process for handling the users'...

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محفوظ في:

التفاصيل البيبلوغرافية
المؤلف الرئيسي:	Shaar, Fadi
التنسيق:	أطروحة
اللغة:	eng eng
منشور في:	2011
الموضوعات:	QA76 Computer software
الوصول للمادة أونلاين:	https://etd.uum.edu.my/2524/1/Fadi_Shaar.pdf https://etd.uum.edu.my/2524/2/1.Fadi_Shaar.pdf
الوسوم:	إضافة وسم لا توجد وسوم, كن أول من يضع وسما على هذه التسجيلة!

id	my-uum-etd.2524
record_format	uketd_dc
spelling	my-uum-etd.25242016-04-28T00:19:53Z Web Based Help Desk System for UUM CAS Postgraduate Help Desk Department Based on Problem Tracking Technique 2011-02-24 Shaar, Fadi Zulkifli, Abdul Nasir College of Arts and Sciences (CAS) College of Arts and Sciences QA76 Computer software The current traditional help desk mechanisms used in UUM CAS postgraduate help desk department at UUM are no longer enough to support the increase of the interactions between the users and the technical support employees because there is no standard and organized process for handling the users' requests. This paper proposes a technical support system that can help students, staff and even lecturers at UUM CAS Postgraduate department to freely interact with the customer service employees by sending their requests and inquiries through a web-based help desk system. In the other side, this proposed system also helps to increase the productivity of the employees in the customer service department since each specific ticket or problem is received by a specific group of the technical support employees. In order to achieve that, we suggest to use a problem tracking technique. This technique enables the users to send their inquiries to the proper person in the customer service department. Moreover, this technique aims to track the problem or ticket until it gets their direction to the proper person of the customer service employees who have the ability to solve it within a convenient time. 2011-02 Thesis https://etd.uum.edu.my/2524/ https://etd.uum.edu.my/2524/1/Fadi_Shaar.pdf application/pdf eng validuser https://etd.uum.edu.my/2524/2/1.Fadi_Shaar.pdf application/pdf eng public masters masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Zulkifli, Abdul Nasir
topic	QA76 Computer software
spellingShingle	QA76 Computer software Shaar, Fadi Web Based Help Desk System for UUM CAS Postgraduate Help Desk Department Based on Problem Tracking Technique
description	The current traditional help desk mechanisms used in UUM CAS postgraduate help desk department at UUM are no longer enough to support the increase of the interactions between the users and the technical support employees because there is no standard and organized process for handling the users' requests. This paper proposes a technical support system that can help students, staff and even lecturers at UUM CAS Postgraduate department to freely interact with the customer service employees by sending their requests and inquiries through a web-based help desk system. In the other side, this proposed system also helps to increase the productivity of the employees in the customer service department since each specific ticket or problem is received by a specific group of the technical support employees. In order to achieve that, we suggest to use a problem tracking technique. This technique enables the users to send their inquiries to the proper person in the customer service department. Moreover, this technique aims to track the problem or ticket until it gets their direction to the proper person of the customer service employees who have the ability to solve it within a convenient time.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Shaar, Fadi
author_facet	Shaar, Fadi
author_sort	Shaar, Fadi
title	Web Based Help Desk System for UUM CAS Postgraduate Help Desk Department Based on Problem Tracking Technique
title_short	Web Based Help Desk System for UUM CAS Postgraduate Help Desk Department Based on Problem Tracking Technique
title_full	Web Based Help Desk System for UUM CAS Postgraduate Help Desk Department Based on Problem Tracking Technique
title_fullStr	Web Based Help Desk System for UUM CAS Postgraduate Help Desk Department Based on Problem Tracking Technique
title_full_unstemmed	Web Based Help Desk System for UUM CAS Postgraduate Help Desk Department Based on Problem Tracking Technique
title_sort	web based help desk system for uum cas postgraduate help desk department based on problem tracking technique
granting_institution	Universiti Utara Malaysia
granting_department	College of Arts and Sciences (CAS)
publishDate	2011
url	https://etd.uum.edu.my/2524/1/Fadi_Shaar.pdf https://etd.uum.edu.my/2524/2/1.Fadi_Shaar.pdf
_version_	1747827365885509632

Web Based Help Desk System for UUM CAS Postgraduate Help Desk Department Based on Problem Tracking Technique

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