Developing a Technical Support Management Solution for Enhanced Service Delivery at Accra Technical University


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.

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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.

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