Umm Al-Qura University

Umm Al-Qura University

Technical Support Unit

- 2017/09/19

Technical Support Unit Tasks:

1- Designing electronic forms.  

2- System performance monitoring (Kayako).

3- Organizing the Knowledge Hall.


Work Procedures:

Technical Analyst:
Going on a field visit to bodies and departments to recognize their requirements to meet the needs for accomplishing the tasks.
Sending a request via University E-mail to communication center demonstrating the suggested form and to assign the concerned employee. 
Conduct an analysis and a design for the form through communication center system. 
Establishing a department at the body requesting the service through the system.
The service is determined according to the need of the service provider to those who are to benefit from the service either they are:  (Help request service or written conversations service)
Adding the users:  Positioning the concerned employee in the system and imparting them with the assigned authorities.

Technical Supervisor:
General supervision of the system.
Monitoring system users regularly.
Following-up the claims submitted to the joined bodies either they are:  (open, close, pending, rejected).
The development of the system according to work requirements.
 Making annual reports concerned with the added department to the system, in addition to making reports concerning the users performance level. 
Improvement of the center services through updating technology and creativity.  
Monitoring and amending the system errors (errors in the users entries to the system).
Searching for information in different forms of self-learning about the University services in an updated and prompt way.
Extracting information (evidences, instructions, visual presentations) from all deanships, departments, centers, and units at the University website.
Listing the information in the system knowledge base according to specializations.