Enhancing Service Delivery Capability of it- Service Desk: the Case of Ethio Telecom
| dc.contributor.advisor | Beshah, Tibebe (PhD) | |
| dc.contributor.author | Terefe, Yodit | |
| dc.date.accessioned | 2021-02-05T12:01:57Z | |
| dc.date.accessioned | 2023-11-18T12:47:23Z | |
| dc.date.available | 2021-02-05T12:01:57Z | |
| dc.date.available | 2023-11-18T12:47:23Z | |
| dc.date.issued | 2020-06-06 | |
| dc.description.abstract | People nowadays need different telecom services like telephone network (voice, instant messaging), radio broadcasting system, computer networks, internet etc. Ethio telecom provides this sort of services in Ethiopia. This company creates the IT service desk section to address the IT related concerns of the employee and maintain their business continuity at the back. Most IT service desk enquiries are simple and routine. Analysts overwhelmed by supporting this inquiry have insufficient time to provide support at a high level. Simple and routine inquiries are problems that the user themselves can address if adequate information is given. This work will enhance the IT service desk's service delivery capability by combining the existing system with a platform of self-help resources. A survey was carried out to classify simple and routine inquiries. The questionnaire is adopted from the "information technology help desk to identify the classification of simple and routine inquiries " in Austria (2007) and has been modified to meet the research questions. The analysis result shows that more than 50% of the incoming inquiries recorded in the IT service desk are simple and routine. The result shows that a decrease in incoming inquiry would be expected if sufficient guidance, such as training, online documents, and integration of the current system with the portal of self-help support is provided. A prototype was developed to demonstrate the ability to provide a solution for both simple and routine inquiries. If the user requests simple and routine enquiries, the system redirect him/her to another page where they can solve the problem without interacting to any IT professional. Evaluation result of the prototype show that the user interface is 94 percent attractive, 97.6 effective in improving service delivery ,96 percent users satisfied with the self-support concept,99 percent risk-free and 94 percent context coverage. So, it really enhances the service delivery process. Keywords: IT service desk, Support model, simple and routine inquiries | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/12345678/24998 | |
| dc.language.iso | en | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | It Service Desk | en_US |
| dc.subject | Support Model | en_US |
| dc.subject | Simple and Routine Inquiries | en_US |
| dc.title | Enhancing Service Delivery Capability of it- Service Desk: the Case of Ethio Telecom | en_US |
| dc.type | Thesis | en_US |