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Full-Text Articles in Social and Behavioral Sciences
The Development Of A User Self-Help Knowledge Management System For Help Desk: Deployment Of Knowledge Management Approach And Software Agent Technology, Kar Yin Leung, Sim K. Lau
The Development Of A User Self-Help Knowledge Management System For Help Desk: Deployment Of Knowledge Management Approach And Software Agent Technology, Kar Yin Leung, Sim K. Lau
Dr Sim Kim Lau
Most help desks have admitted their call volume has increased in the past decade while “help unavailable when needed” is the major reason for service delivery failure and user dissatisfaction. The habit of calling help desk for simple problems has prompted the investigation of transferring part of first-level troubleshooting duty from help desk to user. This research proposes the development of user self-help knowledge management system that allows user to solve simple and routine technical enquiries. The proposed approach incorporates software agent to allow autonomous handling of enquiries so that the most appropriate solution and user communication can be facilitated.
Knowledge Management In Information Technology Help Desk: Past, Present And Future, Kar Yin Leung, Sim K. Lau
Knowledge Management In Information Technology Help Desk: Past, Present And Future, Kar Yin Leung, Sim K. Lau
Dr Sim Kim Lau
Information technology has changed the way organizations function. This resulted in the reliance of help desks to deal with information technology related areas such as hardware, software, and telecommunication. Besides, the adoption of business process reengineering and downsizing have led to the shrinkage of the size of help desk. The shorter information technology product life cycle has worsened the situation by increasing the already sizeable help desk’s user base. Consequently, the help desk has to cover more information technology products and resolute more technical enquiries with less staff. Thus, the outcome is clear that users have to wait comparably longer …
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.