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Social and Behavioral Sciences Commons™
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Articles 1 - 3 of 3
Full-Text Articles in Social and Behavioral Sciences
Relieving The Overloaded Help Desk: A Knowledge Management Approach, Kar Yin Leung, Sim Lau
Relieving The Overloaded Help Desk: A Knowledge Management Approach, Kar Yin Leung, Sim Lau
Dr Sim Kim Lau
No abstract provided.
An Ontology-Based Knowledge Management System To Handle Queries In It Help Desk, Kar Yin Leung, Sim Lau
An Ontology-Based Knowledge Management System To Handle Queries In It Help Desk, Kar Yin Leung, Sim Lau
Dr Sim Kim Lau
No abstract provided.
The Customization Of Knowledge Management Techniques In Information Technology Help Desk, Kar Yin Leung, Sim Lau, Geng Liang
The Customization Of Knowledge Management Techniques In Information Technology Help Desk, Kar Yin Leung, Sim Lau, Geng Liang
Dr Sim Kim Lau
Information Technology (IT) has converted a majority of organizational activities to automatic and electronicbased. This conversion greatly increases Help Desk (HD)'s coverage on IT related areas. Alternatively, the adoption of business process reengineering and downsizing has led to the shrinkage of the size of HD. This not only leads to the loss of priceless knowledge, but also coerces HD to provide more service with less staff - the outcome is clear that users have to wait comparably longer before HD staff is available. This paper describes how generic Knowledge Management process can be customized to improve support process in HD.