Add to ORKGThe establishment of an organizational help desk (HD) is to provide technical support to users when they encounter technical problems related to hardware, software and network connections. Due to the lack of resources, users often have to wait for a considerably long time before their enquiries and problems are answered and solved. This paper discusses the background of HD and its existing challenges. The application of Knowledge Management (KM) techniques and Knowledge Management System (KMS) enables HD to manage its knowledge effectively. In addition, the combination is capable of relieving the overloaded HD by shifting some of the troubleshooting responsibilities to users
Knowledge management is a process taking any steps that needed to get the most out of available know...
Knowledge management is a process taking any steps that needed to get the most out of available know...
This paper contains results from a project sponsored by BT (British Telecom Plc), which has investig...
The establishment of an organizational help desk (HD) is to provide technical support to users when ...
Information technology has changed the way organizations function. This resulted in the reliance of ...
organizations function. This resulted in the reliance of help desks to deal with information technol...
The help desk serves as the first support level for solving IT problems but sometimes they have thei...
Information technology has changed the way organizations function. This resulted in the reliance of ...
In the past two decades, the widespread application of Information Technology (IT) has resulted in m...
Information technology has changed the way organizations function. This resulted in the reliance of ...
present and future Information technology has changed the way organizations function. This resulted ...
Information Technology (IT) has converted a majority of organizational activities to automatic and e...
Most help desks have admitted their call volume has increased in the past decade while 'help unavail...
Most help desks have admitted their call volume has increased in the past decade while “help unavail...
Information Technology (IT) has converted a majority of organizational activities to automatic and e...
Knowledge management is a process taking any steps that needed to get the most out of available know...
Knowledge management is a process taking any steps that needed to get the most out of available know...
This paper contains results from a project sponsored by BT (British Telecom Plc), which has investig...
The establishment of an organizational help desk (HD) is to provide technical support to users when ...
Information technology has changed the way organizations function. This resulted in the reliance of ...
organizations function. This resulted in the reliance of help desks to deal with information technol...
The help desk serves as the first support level for solving IT problems but sometimes they have thei...
Information technology has changed the way organizations function. This resulted in the reliance of ...
In the past two decades, the widespread application of Information Technology (IT) has resulted in m...
Information technology has changed the way organizations function. This resulted in the reliance of ...
present and future Information technology has changed the way organizations function. This resulted ...
Information Technology (IT) has converted a majority of organizational activities to automatic and e...
Most help desks have admitted their call volume has increased in the past decade while 'help unavail...
Most help desks have admitted their call volume has increased in the past decade while “help unavail...
Information Technology (IT) has converted a majority of organizational activities to automatic and e...
Knowledge management is a process taking any steps that needed to get the most out of available know...
Knowledge management is a process taking any steps that needed to get the most out of available know...
This paper contains results from a project sponsored by BT (British Telecom Plc), which has investig...