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

Shaar, Fadi (2011) Web Based Help Desk System for UUM CAS Postgraduate Help Desk Department Based on Problem Tracking Technique. Masters thesis, Universiti Utara Malaysia.

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Abstract

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.

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