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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
https://ir.uitm.edu.my/id/eprint/64359/
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spelling my.uitm.ir.643592023-08-29T01:53:54Z https://ir.uitm.edu.my/id/eprint/64359/ Help desk service delivery management of Malaysian Immigration Department / Wan Jasrini Wan Abas 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 NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/64359/1/64359.PDF Help desk service delivery management of Malaysian Immigration Department / Wan Jasrini Wan Abas. (2014) Masters thesis, thesis, Universiti Teknologi MARA (UiTM).
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
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
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
publishDate 2014
url https://ir.uitm.edu.my/id/eprint/64359/1/64359.PDF
https://ir.uitm.edu.my/id/eprint/64359/
_version_ 1775626340069801984
score 13.211869

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