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Technical Support at IMSIU a Case Study

Sarah O. al-Humoud 1, Esraa T. Alotaibi 2, Felwh A. Alawaji 2, and Noha K. Alonzi 2
1. Department of Computer Science, College of Computer and Information Sciences, Imam Mohammed bin Saud Islamic University, Riyadh, Saudi Arabia
2. Imam Muhammad bin Saud Islamic University, Deanship of Information Technology, Riyadh, Saudi Arabia

Abstract—This study aims to explore Technical Support (TS) system current state at the Imam Muhammad ibn Saud Islamic University (IMSIU) the female section. In specific, it explores cost, expressed by time; client satisfaction, technician satisfaction and aggregate TS performance. This study also presents some suggestions based on the analysis of collected data to improve the technical support system.

Index Terms—technical support, help desk and case study

Cite: Sarah O. al-Humoud, Esraa T. Alotaibi, Felwh A. Alawaji, and Noha K. Alonzi, "ETechnical Support at IMSIU a Case Study" Journal of Advanced Management Science, Vol. 5, No. 1, pp. 64-68, January 2017. doi: 10.18178/joams.5.1.64-68
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