An official government website affiliated with the Government of the Kingdom of Saudi Arabia

Official Saudi government website links end with edu.sa

All official educational website links in the Kingdom of Saudi Arabia end with .sch.sa or .edu.sa

Government websites use the HTTPS protocol for encryption and security.

Secure websites in the Kingdom of Saudi Arabia use the HTTPS protocol for encryption.

Registered with the Digital Government Authority under the number:

20260330606

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Specialized Staff Knowledge...

Specialized Staff Knowledge Base - King Khalid University

Incident Reporting

Efficiency of the Technical Support Environment at King Khalid University (KKU):

The technical environment at King Khalid University is distinguished by its high efficiency in receiving and processing technical reports, enabling users to submit complaints and feedback easily and flexibly through the following channels:

Phone call via: +966-17-2418000
Official Website: from here
It includes a dedicated service for submitting reports and generating ticket numbers for follow-up with support teams.
University’s mobile application (myKKU):
It allows users to submit technical reports, track requests, and communicate directly with support.

Incident Handling Procedures

Procedures for Handling Technical Reports – Information Technology, King Khalid University (KKU):

Reports are automatically distributed to technical support team members through the ticketing system.
The report is opened and handled by the Customer Service Department (Extension 8000).
If remote support is not possible, the report is escalated to the relevant department for on-site or technical intervention.
Client communication procedure:
- The client will be contacted in 3 separate attempts.
- The time between each call must be no less than one hour.
All notes and updates are recorded in the ticketing system to ensure accurate and traceable follow-up.

Beneficiary First

Prioritizing the Beneficiary’s Interest in Our Technological Environment – Information Technology, King Khalid University (KKU):

In our technical environment, the beneficiary’s interest is a top priority.
We ensure that all services and technical support are centered around the comfort and needs of users, whether they are:

Employees
Faculty Members
Students

We are committed to delivering a seamless, responsive, and supportive technical experience that reflects the professionalism and quality of our services.

Team Spirit

Teamwork and Performance Quality – Information Technology, King Khalid University (KKU):

We work in a spirit of teamwork and close collaboration across all departments and staff members with the goal of:

Providing the best possible service to the university community.
Achieving the highest levels of satisfaction through rapid response and prompt problem resolution.
Focusing on quality and accuracy in performance to ensure effective and reliable technical services.

Systems in Use

Systems Used for Providing Technical Support – Information Technology, King Khalid University (KKU):

Remote Support Software:
Advanced systems are used to provide technical support to users, including:
- Configuration Management Remote Control
- Bomgar (Secure remote support tool)
Technical Support Server:
A dedicated server has been established under the Customer Service Department on the path: \\fss
This server includes:
- All software used in support operations.
- All necessary drivers for university devices.

Information Security

Information Security – King Khalid University (KKU):

In order to protect information and ensure data confidentiality, all information security reports are handled with the highest levels of confidentiality and professionalism.

Full coordination is ensured between the Vice Deanship of Information Technology and the Cybersecurity Department.
The policies and procedures approved by the National Cybersecurity Authority are applied to all cases.

Contact Channels

We are always pleased to serve you through our various communication channels. We reaffirm our commitment to providing the best services and support at all times, offering clear answers and immediate solutions.

Phone: +966-17-2418000

Central Printers

** Connecting the Central Printer from the Server

On the user device press:
* Win + R
Type \\mps-prt-01\
Press Enter
Available Epson printers will appear
Right-click on the required printer
Select Connect
The driver will be installed automatically (pre-configured by the data center)

ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ

** System Verification

Ensure the following:
* The device is connected to the network
* User permissions are valid
Send a test print
Ask the user to log in to an Epson printer
Confirm that the job appears in the list

ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ

** Troubleshooting Common Issues

Jobs do not appear:
* Verify correct login
* Resend the print job
Printer not visible:
* Re-run \\mps-prt-01\
* Verify server connection
Card issue:
* Try manual login
* Verify the card is linked to the user account

ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ

** Important Notes

Printing is secure: jobs are released only after logging in on an Epson printer
Print jobs can be collected from any printer on the network
All jobs are linked to the user account, not the device

Last Modified Date: 16/07/2025 - 12:11 pm Saudi Arabia Time

Home

Specialized Staff Knowledge...

Specialized Staff Knowledge Base - King Khalid University

Incident Reporting

Efficiency of the Technical Support Environment at King Khalid University (KKU):

The technical environment at King Khalid University is distinguished by its high efficiency in receiving and processing technical reports, enabling users to submit complaints and feedback easily and flexibly through the following channels:

Phone call via: +966-17-2418000
Official Website: from here
It includes a dedicated service for submitting reports and generating ticket numbers for follow-up with support teams.
University’s mobile application (myKKU):
It allows users to submit technical reports, track requests, and communicate directly with support.

Incident Handling Procedures

Procedures for Handling Technical Reports – Information Technology, King Khalid University (KKU):

Reports are automatically distributed to technical support team members through the ticketing system.
The report is opened and handled by the Customer Service Department (Extension 8000).
If remote support is not possible, the report is escalated to the relevant department for on-site or technical intervention.
Client communication procedure:
- The client will be contacted in 3 separate attempts.
- The time between each call must be no less than one hour.
All notes and updates are recorded in the ticketing system to ensure accurate and traceable follow-up.

Beneficiary First

Prioritizing the Beneficiary’s Interest in Our Technological Environment – Information Technology, King Khalid University (KKU):

In our technical environment, the beneficiary’s interest is a top priority.
We ensure that all services and technical support are centered around the comfort and needs of users, whether they are:

Employees
Faculty Members
Students

We are committed to delivering a seamless, responsive, and supportive technical experience that reflects the professionalism and quality of our services.

Team Spirit

Teamwork and Performance Quality – Information Technology, King Khalid University (KKU):

We work in a spirit of teamwork and close collaboration across all departments and staff members with the goal of:

Providing the best possible service to the university community.
Achieving the highest levels of satisfaction through rapid response and prompt problem resolution.
Focusing on quality and accuracy in performance to ensure effective and reliable technical services.

Systems in Use

Systems Used for Providing Technical Support – Information Technology, King Khalid University (KKU):

Remote Support Software:
Advanced systems are used to provide technical support to users, including:
- Configuration Management Remote Control
- Bomgar (Secure remote support tool)
Technical Support Server:
A dedicated server has been established under the Customer Service Department on the path: \\fss
This server includes:
- All software used in support operations.
- All necessary drivers for university devices.

Information Security

Information Security – King Khalid University (KKU):

In order to protect information and ensure data confidentiality, all information security reports are handled with the highest levels of confidentiality and professionalism.

Full coordination is ensured between the Vice Deanship of Information Technology and the Cybersecurity Department.
The policies and procedures approved by the National Cybersecurity Authority are applied to all cases.

Contact Channels

We are always pleased to serve you through our various communication channels. We reaffirm our commitment to providing the best services and support at all times, offering clear answers and immediate solutions.

Phone: +966-17-2418000

Central Printers

** Connecting the Central Printer from the Server

On the user device press:
* Win + R
Type \\mps-prt-01\
Press Enter
Available Epson printers will appear
Right-click on the required printer
Select Connect
The driver will be installed automatically (pre-configured by the data center)

ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ

** System Verification

Ensure the following:
* The device is connected to the network
* User permissions are valid
Send a test print
Ask the user to log in to an Epson printer
Confirm that the job appears in the list

ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ

** Troubleshooting Common Issues

Jobs do not appear:
* Verify correct login
* Resend the print job
Printer not visible:
* Re-run \\mps-prt-01\
* Verify server connection
Card issue:
* Try manual login
* Verify the card is linked to the user account

ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ

** Important Notes

Printing is secure: jobs are released only after logging in on an Epson printer
Print jobs can be collected from any printer on the network
All jobs are linked to the user account, not the device

Last Modified Date: 16/07/2025 - 12:11 pm Saudi Arabia Time