Authors :
George Amanortsu; Daniel Ahiawortor; David Oppong
Volume/Issue :
Volume 9 - 2024, Issue 12 - December
Google Scholar :
https://tinyurl.com/49jmx563
Scribd :
https://tinyurl.com/3bydxzm4
DOI :
https://doi.org/10.5281/zenodo.14576739
Abstract :
This study explores the implementation of a
Technical Support Management System (TSMS)
designed to enhance operational efficiency at Accra
Technical University. The study addresses the challenges
faced by the institution’s technical support operations,
including inefficiencies in managing support requests,
technician assignments, and reporting processes. The
proposed TSMS aims to streamline these functions by
integrating a centralized system that automates and
manages support workflows. The study involves a
comprehensive analysis of the existing technical support
framework at the university, identifying key areas for
improvement. The implementation of the TSMS is
evaluated through its impact on operational metrics such
as response times, task completion rates, and overall
service quality. Additionally, the study examines the
effects of the TSMS on user satisfaction, focusing on how
the system enhances communication, accelerates issue
resolution, and provides transparent reporting. The
results suggest that the TSMS significantly enhances
operational efficiency by automating routine tasks,
facilitating real-time monitoring of support activities,
and generating detailed performance reports. The
system's deployment leads to a more organized and
responsive support environment, benefiting both the
technical staff and the end-users. This study underscores
the value of a well-designed technical support
management system in optimizing support operations
and contributing to a more efficient and effective service
delivery model at Accra Technical University.
Keywords :
Automation; Customer Satisfaction; Efficiency; ICT; Management System; Technical Support; Technician; Database; Workflow.
References :
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This study explores the implementation of a
Technical Support Management System (TSMS)
designed to enhance operational efficiency at Accra
Technical University. The study addresses the challenges
faced by the institution’s technical support operations,
including inefficiencies in managing support requests,
technician assignments, and reporting processes. The
proposed TSMS aims to streamline these functions by
integrating a centralized system that automates and
manages support workflows. The study involves a
comprehensive analysis of the existing technical support
framework at the university, identifying key areas for
improvement. The implementation of the TSMS is
evaluated through its impact on operational metrics such
as response times, task completion rates, and overall
service quality. Additionally, the study examines the
effects of the TSMS on user satisfaction, focusing on how
the system enhances communication, accelerates issue
resolution, and provides transparent reporting. The
results suggest that the TSMS significantly enhances
operational efficiency by automating routine tasks,
facilitating real-time monitoring of support activities,
and generating detailed performance reports. The
system's deployment leads to a more organized and
responsive support environment, benefiting both the
technical staff and the end-users. This study underscores
the value of a well-designed technical support
management system in optimizing support operations
and contributing to a more efficient and effective service
delivery model at Accra Technical University.
Keywords :
Automation; Customer Satisfaction; Efficiency; ICT; Management System; Technical Support; Technician; Database; Workflow.