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Title:Delovanje centra za pomoč uporabnikom službe za informatiko v javnem zavodu : diplomska naloga
Authors:ID Ovčar, Primož (Author)
ID Rojko, Katarina (Mentor) More about this mentor... New window
Files:.pdf VS_2019_Primoz_Ovcar.pdf (3,06 MB)
MD5: 5D456A2001B692AA8F27AF67029EE91A
 
Language:Slovenian
Work type:Bachelor thesis/paper
Typology:2.11 - Undergraduate Thesis
Organization:FIŠ - Faculty of Information Studies in Novo mesto
Abstract:Pri uporabi informacijske tehnologije se zaposleni srečujejo tudi z različnimi ovirami, ki jim onemogočajo delo. Zaposleni, ki delujejo v okviru računalniške podpore uporabnikom v javnem zavodu, kjer sem zaposlen, omogočajo uporabnikom informacijske tehnologije nemoten proces dela in čim hitrejšo odpravo napake ob zaznavi le-te. Za namen verifikacije hipotez je bila poleg analize obstoječih parametrov, ki se beležijo v centru za pomoč uporabnikom, izvedena tudi analiza ankete uporabnikov in intervjujev. Izkazalo se je, da je skupina centra za pomoč uporabnikom zelo pomembna in nepogrešljiva, z delom in odzivnostjo skupine je namreč zadovoljnih kar osemdeset odstotkov anketirancev, na kar močno vpliva sam odnos in strokovnost skupine. Med najbolj uporabljenimi komunikacijskimi kanali za prijavo napak in incidentov je klicni center, incidente in probleme z računalniško opremo pa skupina centra za pomoč uporabnikom reši v roku 24 ur. Uporabniki so v se v anketi tudi opredelili, da je zelo pomembno, da imamo lastni center za pomoč uporabnikom.
Keywords:Center za pomoč uporabnikom, informatika, računalniška podpora uporabnikom, informacijska tehnologija, incident z računalniško opremo
Place of publishing:Novo mesto
Place of performance:Novo mesto
Publisher:[P. Ovčar]
Year of publishing:2019
Year of performance:2019
Number of pages:XVII, 115 str.
PID:20.500.12556/ReVIS-5924 New window
COBISS.SI-ID:2048595219 New window
UDC:004:659.2:35(043.2)
Publication date in ReVIS:08.07.2019
Views:3172
Downloads:227
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Licences

License:CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International
Link:http://creativecommons.org/licenses/by-nc-nd/4.0/
Description:The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.
Licensing start date:08.07.2019

Secondary language

Language:English
Abstract:Employees in a public institution where I am employed encounter various obstacles by using information technology that prevent them from working. Information Servis Centre enables information technology users to work smoothly and, as soon as possible, to correct the error when it is detected. I conducted recorded parameters, surveys and interviews to verificate my hypotheses. It turned out that the Helpdesk is very important and indispensable. With the work and responsiveness of the group, as many as eighty percent of the respondents are satisfied, which is strongly influenced by the attitude and professionalism of the group. Among the most used communication channels for reporting errors and incidents is the call center. Incidents and problems with computer equipment are resolved by the Help Center team within 24 hours. Users in the survey also determined that it is very important that we have our own Help Center.
Keywords:Helpdesk, Informatics, Information technology, Computer support for users, Incident (with computer equipment)


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