Technical support and customer service management

The technical support and customer service Management  is responsible for managing technical matters related to the maintenance, reconfiguration, and modernization of personal computers and their accessories. The Management  also works closely with clients, ensuring efficient communication, following up on any pending requests, or informing them of the outcomes to ensure customer satisfaction.

Several technical support units within the university are located in Rafha, Tarif, and Al-Awaqila. These units operate under the supervision of the technical support and customer service Management , which is part of the Management  of Information Technology in Arar. Their primary role is to provide technical assistance to university staff, address their needs, and procure necessary technical equipment to ensure smooth operation and maintenance of the university's technical infrastructure.

 

Technical Support Unit

This unit was assigned the following responsibilities:

  • Maintenance, reconfiguration or updating of personal computers and all their accessories.
  • Providing recommendations for technical specifications of modern devices and accessories required by the university, such as printers and other necessary equipment.
  • Assisting clients in the installation of new software programs or extensions.
  • Installing computer hardware and accessories for customers.
  • Generating regular reports on the assets and issues within the Management  and submitting them to the manager of the technical support and customer service Management .

 

Customer service unit

This unit was assigned the following responsibilities:

  • Handling user inquiries and support requests through phone calls and notifications and redirecting them to the appropriate team.
  • Offering remote assistance to clients to assist them in completing their tasks and promptly resolving any issues they may face.
  • Addressing client concerns in person, if necessary, and diagnosing their problems immediately.
  • Collaborating with clients to ensure smooth follow-up on their requests, updating them on the progress or outcome of their inquiries, and gathering feedback to gauge satisfaction levels.
  • Preparing regular reports on the unit's assets and problems and delivering them to the manager for review.

 

 

Technical Support Unit-Rafha

Technical Support Unit-Tarif