Specialized Staff Knowledge Base - King Khalid University

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:

1. Phone call via: +966-17-2418000

2. Official Website: from here

   It includes a dedicated service for submitting reports and generating ticket numbers for follow-up with support teams.

3. University’s mobile application (myKKU):

   It allows users to submit technical reports, track requests, and communicate directly with support.

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

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

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

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:

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

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

1. Remote Support Software:
   Advanced systems are used to provide technical support to users, including:
   • Configuration Management Remote Control
   • Bomgar (Secure remote support tool)
2. 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 – 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.

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

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