٢٩١ · 2019. 2. 3. · א א א א א א א ٢٩١ א א א

אאאã¹]<gè…‚jÖ]æ<ËÖ]<Üé×Ãj×Ö<íÚ^ÃÖ]<í‰‰ö¹]

אאאא

٢٢٩٩١١

אאאאאא

א٢٩١אאאא

،،אא،אW

אאאאאאאאאא

א א א א א א א ،א אאאאאא

אאאאאאWאאאK

אאאאאאא

א ،א אא א ، א א א אא א

א،אאאאאאאאאאאאאאאאא

א א ،א אא،אאK

אא?אאא???א

אאאאאאK

אאאאאאא،א،אאאא

אאאאאK

א אא א WאK

אאאא

א٢٩١אאא

א،אאאא،אאאW

א،א،אאאאאאאאK

אאא،

אא،אK

אא،אאא

א אאאאאא אאאאאא،K

אK

א،אאא،،،אא،א

אאKאאK

א٢٩١אאא

אW،א،אאאאאא

אאאKאאאאאK

א א ، א א א א

אאא א،אא אא א א K א

א ،א٣א אאא Kא

א K א ،אא–אJK

א א א א א

אאא،אK

،אא

אאאא

אאאאאא


אאאא

א

א

١

א٢٩١אאאאאאא

- ١ -

אאאא

אאWאW

١K אאK٢K אK ٣K אאK ٤K אK

אאW

אאWKאאאאאK


- ٢ -

אאאא

١J١אאW

،אאאאKאא،א

אאא،א א K א א

אא א אא Kא אא א F אא E

א ،א ، אאאK אאא

אאאאאאאאאK

אא א א א א א

אאאאאא،אW١J אK٢J אK ٣J אאאK

א א א א אא א א

(Help desk) א א א א א א

א א


- ٣ -

א א א K א אא(SAB)،(Windows)KKאK

א א א א (Help Desk)

אאאK

١J٢אאאאאאFE

(help desk)אאא אאK

אאאK(Technical support)אאא

אא א א Kא (Customer Support) אא א א

K א (help desk) W א א F EאFא،،KKKE

אאKאאאאFאEא

(support center) (help desk) ، אאאאFאאKE


- ٤ -

١J٣אאאMulti Level support modelא א א א

networkאאאאאא א

K א א א א א Fא א F١WEE

אאאא אאLevel three support Level two support Level one support

F١EאאMulti-level support model

אאאאאא

א אא אאא،א،אאא

אאאאאאK

א א א אא א א אא א א Kא א א

אאאאK

Software vendors منتج البرنامج Hardware vendors منتج الجهاز

Subject matter support الخبير المتخصص في جهاز ما أو برنامج ما

Field services مة الميدانخد Technical support الدعم الفني Network support دعم الشبكة

Subject matter expert الخبراء المتخصصون في جهاز ما أو برنامج ما

مكتب المساعدةHelp desk

الزبونCustomer


- ٥ -

١J٤א

אא،W

• אK• אK • אאK • אאK

אW

١J א،א،א א Kא א א א

אאK٢J אאא ،

אא،K

א א א א אאKא

א Kא KאKKKKאK

א א Fא א Eא

(dispatcher) (level one specialist) (level one analyst)KאאאK

אאאאK


- ٦ -

א ، א א ،אאאאאאאאאא

אאאאFאEא אFאאKE

א א א ،אא

،א،אאאאאאW

- אאאK- אאK - אאK - אאK - אאאאK - אאאK אאאאאאא אא

K

אאאאאאאFEא،

אאאאאאאא،

FE(SAB)א،אאFEFKE

אאאאKאאא

אK


- ٧ -

אאאאאאאאא،K

١J٥אאKא؟

אKאא

אאאאאאKאא؟אאW١J א א א

א א אא א ،

אK٢J א،אאK

אאא،KאאK

אאאאאאא ،

אאאאKאא،K٥٪א

א ، א אK

٣J אאאאאאK٤J ،אאא

אאאא–א–אאאאK

א א א א

אאאאאא


- ٨ -

א Kאאאא Kא א؟ ؟

،אKאאאאאאK

א א א (help desk) א א

אאאאאאאא،אא،FEK

١J٦אCustomer SatisfactionW

אאאאK

אאאאאאאKאא

(support technician)W١J אK٢J אK ٣J אKאאאא

K

א،

،


- ٩ -

א א א א א א אאKא٢٤

אאאאKKKKאKא א א א א

KאאKאאאK

אאpeer–to-peer supportFאאEאא

אאא،K

١J٧אאWאאאאא

אKאא:


- ١٠ -

אאאאאאK

אאKאא א א K א F E א

א،אא K٩٦٪א אא

١٣٪٢٠٤٪،אאאאK

- א٢٠K- אאא٣٠K - אא٤K

א- אאK- אאאאK - אK - אאK - אאK

א- אאאK- ٧٥٪אאK - אאK- ١٠٠٪אאאא

אאK


- ١١ -

אא ،א א א

אAlt+Tab ، אאאאctrl+enterwwwאאcomK

،אאאאWאאאאF

אא KE אאא–א–אKFאאEsupport technicianF

אEhelp desk technicianאאאK

☺ ☺ אאKא

Ywindows[א?WאK?אאwindowsK

☺☺אIBM

אF١EאאאאF٢EאF٣Eא

אאK

אאאאאא

אאאאאא

אאאÖ]<í‰‰ö¹]ã¹]<gè…‚jÖ]æ<ËÖ]<Üé×Ãj×Ö<íÚ^Ã

אאאא

א

אא

٢

א٢٩١אאאאאאאא

- ١٢ -

אאאאאאאא

دارة العامة لتصميم و تطوير المناهجالإ

אאאאא

אאWאW

١K אאאאK ٢K אאאאK ٣K אאאאאאאK ٤K אאאאאK ٥K אאאK ٦K אK ٧K אאאK

אאW

אאWKאאאאאK


- ١٣ -

אאאאא

٢J١א אאאא א

אאאאאאאאKאאא

אאאאאאאאאKאאאאאאK

٢J٢אא

אאאW• אאאאK• אאK • אאאK • אאאK

א א א א

אאK


- ١٤ -

٢J٢J١אאאאאאא

אאW١J K٢J K ٣J K ٤J ?؟K? ٥J ،אא

א؟ א W؟א ؟ ؟ א؟אK

٦J אאK ٧J אאאאאא

K ٨J ،אא

אאאאK

KK

א ، א א٩٩٪FאEאFאEאאא

KF٢J١EאאאאאW

• אK • אאאK Kאא •


- ١٥ -

F٢J١E

٢J٢J٢אאאWאאאא א

،،אאאאK

١J אאא?Wא

א?K٢J ? W؟،א ?א

אאאאאK ٣J אאאא

אאK ٤J א א א ،

א?WאEKKKKF،אאאא

K?א،אאא٣אאK

א א א


- ١٦ -

٢J٢J٣אאאאWאאאאא

אאא،٢٤א٢٤א١٢אא

KאאאאאאאאKא

א٢٤אא٦אאאאא

אKאאאאאא

אK،א א א א ،

אאK،א،אאאWאאFE،

אאא،אKא

WaE אKbE KKKKKKKKKKKKKKKKKKK cE KKKKKKKKKKKKKKKKKKK

אא א א א E Fאא K

،،،

Lא

אאWFEEFאKKKKKKKKKKKKKKKW


- ١٧ -

٢J٢J٤אאאW

א א א א א אא ،אא א

א א ٢٤א Kא אאKא

אאKאאאאאאא

אא،א،א אא، א

אEKKKKFאKאאאא

א א K א א א א א א אאK،

،אא،אאK

٢J٣אאאאא

אאא אאאאאאKW

אא؟אאאW

١J ؟F؟אאE٢J ؟F؟אE ٣J ؟F؟אE


- ١٨ -

٤- א؟F؟אאE ٥J א؟ F אא א א؟ א

אKE אאאא

א א א א א אW

١J א אא א א L ، LאK

٢J ،אאאK

٣J א،אK ٤J ،א

،אאK

אאא?W،?،??،? ? ?א W א ، ? ?

אאK?אK ٥J א،א،א

،א ،אKאא

א א ،אאאW

אWא؟،אא אW،א،

אא؟


- ١٩ -

א אאאאאאKא

Fא א Eא א א א א א א ،א א א

א א א ، א א א (Capital letters)א

Kא

٦J ،א?W??W??א،א

א ? א א א א א א אא؟

٧J א א ? W، ?א ،?Wא،אא

?א؟• ?Wא??W

K?• ? Wא א ?? Wא

؟،אא? • F E F E ، ?

א??WאK?

א א ، א K،אK

א א א ، א א א א א א א ،

אאWK>


- ٢٠ -

٨Jא ،א

א ، א א ،אאאא

אאאK

٩J א K א אאאאאK

١٠J אאא

א א א ، K،א א

א א א אאKאאאא

، א א א אאאאK

١١J אאאא

אK ١٢J אW

o אאKo אאאK o א،א،אא

،אאK o אאאאKא

אאאאK o אא،אא

K?WאK?


- ٢١ -

o אאא K א א ،

אK o ،אאאא

אאK

٢J٤אW

א KאאK

،א א א אאאאא

אKאאW

١JאאאאאאאאK

א،אKאאK

٢Jאאאאאאא

אKKKKKKא

אKאאא?W؟א?אאא?W

א؟ א א ? אא א א א א אא ،א א א


- ٢٢ -

?Wאאאאאאא?KKKאאK

٣J،אא

א א K א Kאא؟א

אאאKאאאK

٤Jאאא،،

אאאאKא،א א א ،א

אאאא، אא א אאאאאאאאא

אא،א>אאאאא

א א Kא א אאאא،

א א א ،א א א אK

٥Jאא אא،א אאא

אא Kאא


- ٢٣ -

א ،א א ،אאK

אאאאאא

אFאאא،KKKEאאאא

אאאא،אKKKKא

٢J٥אאאאW

א א א א אא

אאא א א אאאא

א،אK

אWאאאאKאאאאאhelp desk

אאאאאW١J אK

☺ ☺

אאאאאאא א אא

אK


- ٢٤ -

٢J א ٣J אאאK

אאאאK

،אאאאאא

، א א אא ، א אא א א ، א ، א

אKאא?WK?

،אאא א אא?WאאK?

אאא אא א ?

אאאאא?א٢L٥٣٤Kאאאא

אK،אאאאW،א،א؟א

אאאאאKW؟؟א

؟ אא א W ؟ ؟אא؟

١٠١٠אא١٠٠K


- ٢٥ -

٢J٦א

אW

אאWאאאאאאKW?

אאאאא،אא?F٣٤א،٣٥E

Wאא?Wאאאאאאאאא?א٢L١٣٣٨K

אאאאאKאאאא>אאאא

אאKאאאא?Wאאא?١L٤٨

א א א אאא א אאאאאKא

א?Wא?،אאאאאK

א א א א א א א אאאאאW

١J אאאאא

–א–Wאאאאאא?W

אWאא?א?W?K


- ٢٦ -

٢J א א א א ?W א א،אאאא?

א א א אאאK

٣J אאאאאWאאWאא

?אK ٤J אא א W א א ?W

א ، א ، א א א א?אK

א א אא א א א א

אא،אאאאאאאK

אאW

١J אא،אא،א

אK٢J א א א א

א א א ، K

٣J ،אאא א Kא א

، א א Kא אאאאא אא،א

، א


- ٢٧ -

אאא،Kאאאאאאא

،אאאאאK

אאאאK

٢J٧אאאאא

אאאאאאא،אאFEא

אKא،K

– –،אאKאא

،WאאKאאאא• א

،אאא ،א،אK

☺ ☺

אIBMcouldn’t find printerFאEאאאאא


- ٢٨ -

• אא W ، א א،،אאאא?W?

אK• אאאאאאאאא

אK • א

אאא،אאאאK

• אאאK

• אK • אאאא،

אK • ،אאאאא

אKאK • א א א א א א

אKאאK

אא،אאאאאאאKאאאאאאא

אK


- ٢٩ -

אאW

אאWJKK

- אאאKK- KK - KKKKKKKK - FאEKKאאאאא

KK - אאKKאא،אא

אKK ،،א

אKKאאאאאLא

אLאאאK

☺طرفة من مكتب مساعدة ☺

אאא؟٢٠אא

W؟א

אאאא

אאאאאא


אאאא

א

א

٣


- ٣٠ -

אאאאאאאאالإدارة العامة لتصميم و تطوير المناهج

אאאא

אאWאאW

١J אאאאא(Track-It)٢J אאאאאK ٣J אאאאאאאK ٤J אאאK ٥J אאאאאאK

אאWאא

אאW

אאאאאא


- ٣١ -

אאאא

٤J١אאא

א(Help Desk)אאW

١J אאK٢J אאאאK ٣J K

אאKאאא

אאKאאאאאאW

١J אאאאK٢J אK ٣J אאאאK

Wא

١J אאK٢J אאאא،אאK ٣J א(ticket no.)K ٤J אK ٥J אאאK ٦J אK ٧J אאK


- ٣٢ -

٨J אאאאK ٩J אK

١٠J K

א א א אאאאא،א،

אאK א א

אא אאא אאK

אאW• אK אא؟ • אאא؟אאא؟؟ •• ،א א

،א א א א KKKK K

אאאאאאאא אאK

א א א א א א אאאK

• א א א א א،אJ

JאKא،אW - אאאא(manuals)K- אאאK - א א א ،

אאK


- ٣٣ -

- אאאאאאאאK

• אאאאאא אאאא

אK• א،אאאא

א،א،א

אK

٤J٢א

، ، KאאאאK

אאאאאאאKאאאW

- אK

☺طرفة من مكتب مساعدة ☺

ASTאא،אאאאאא

אאאK


- ٣٤ -

- אK - אK - אK - אאאאK - אK - אK - אK- אאK - K - א א א אא

אאK

אאW

Lאא–אLאאאL٤L٦L١٤٢٤

אLאאאאF٦١٢٠KE

אאא٣אL٦L١٤٢٤א٩W١٤אKאאאאW

١J אא אאHP 1200

אK٢J אK ٣J א א א א א

אאאאאK


- ٣٥ -

٤J אא،אאאאK

٥J אאאאK ٦J ، א א א

אאK٧J ،אאאאאF٩٤٥٢E

Kא٨J א אא א

K ٩J א א א F(HP C7115A

אאK ١٠J אאF٦١٢٠Eא٩W٣٥W٤٠א

٣L٦L١٤٢٤K אWאא–א

אWאW


- ٣٦ -

٤J٣אא

אאאKאאאאא،אא

אאאא،אאאK

אאא(Track-It)א(Blue Ocean)א،אאאאאא

א،א،א،א،אא،אאא،(Help Desk)אאאא

א(Demo Version)(Access)אא(Full Version)(Oracle)א

אא(Internet)אא(Interanet)K(Track-It)אאאאא

אאאאאF٤J١E


- ٣٧ -

F٤J١E

(Track-It ) אאאF٤J٢Eאאא(Track-It) W

١J א(Inventory) ٢J אא(Purchasing) ٣J א(Help Desk) ٤J א(Training) ٥J א(Library) ٦J א(Reports) ٧J א(Internet)

אאאאאא


- ٣٨ -

)٢-٤(شكل

٤J٣J١א

אאאא،אאKאאאאאאאא

אאאאK

אא (Help Desk)א(Help Desk) (File) אאF٤J٣Eאא(work Orders)

אאאאאאאW١J אא(Open)٢J אא (Close)٣J אאא(All)

אאא(Tasks)W


- ٣٩ -

١J (Add Work Order)٢J (Edit Work Order)٣J (Delete Work Order)٤J (Copy Work Order)٥J (Print work order)

)٣-٤(شكل


- ٤٠ -

א(add Work Order)אF٥J٤E

)٤-٤(شكل

אאאאאאאWW(Requester)

١J א(work order number)אאא، ٢J א (workstation_ID) אאא

אאK٣J א(Requester) אאאאאא

אאאאאא


- ٤١ -

אKאאF٤J٥EאאK

٤J א (phone)،אא(Email address)،א(Location)

)٥-٤(شكل

W (Task) ١J (Summary)אK٢J א(Type)אאאF(problem)،

(install)،(routine)(training)E٣J א(priority) אא(High, Low, Med, ASAP) ٤J אא(Technical Assigned) ٥J א(Date Assigned)אאאK


- ٤٢ -

٦J א(Date Due)אאאאאאOverdue אאאאא

אK ٧J (Description)אאאאא

אאאK

א(Resolution)

١J א(completed Date) אאא(Open)(Close)אא( work order history)

א(pending)א(Completed) א

٢J א(hours)א(Charge)٣J א(Resolution) אא

אאאK א

אאא(save) אא

אאאאאא(Open, Close, All)

א،אאא

אKאאFTrack it!EאאK

١J אTrack-It!א،Help DeskK


- ٤٣ -

٢J אאא?+?"Add Work Order"KאאK

٣J FRequesterEאאאא WJphone FאEW٤٤٤٤٤٤٤Phone Ext FאEW٣٢

Jemail address FאאEWcom.kkkk@lll - DepartmentFאאWEאJDepartment No.FאWE٣٢JLocation FWEאא

٤JאFTaskEאאאאאK

- FSummaryאWEאK- FDescriptionאWEא

אאF٢٠٠٠WindowsKE - FTypeאאWE - FPriorityאWE(ASAP)K - FTechnician AssignedאאWEאK - FDate DueאWEאאאKאא

אאK F٤J٦EאאאK


- ٤٤ -

F٤J٦E

٥Jאאאsaveאא،אF٤J٧E


- ٤٥ -

)٧-٤(شكل

א

אאאאאאאא(routine maintenance of LAN)

١J אאאא(Copy work Order)٢J אאא(Ok)

א١JאאאאאK٢Jא(Edit Work Order)אאK٣JאאאK


- ٤٦ -

٤J(save)אא

אא

אאאK

א(Delete Work Order)K אא؟אאא

אK Wא،،،،

(Actions) אאאאKאאאאאאאאאא(Ctrl + N)

،א(Ctrl +O)،א(Ctrl + D)،א(Ctrl + P)K

א٤אJ١אאא

אאאאאא٥אJ٢J٤אF٤J٨Eא(Pending)(Completed)


- ٤٧ -

)٨-٤(شكل

א

١J אאאא(Find Work Order)אאאF٤J٩Eא

אאF٤J١٠E


- ٤٨ -

)٩-٤(شكل


- ٤٩ -

)١٠-٤(شكل

٢J אא(search)אאאאאאאאאא(Go)

אאאאאF٤J١١Eאאא(Priority)(ASAP)

٣J אא(Reset filter)אאK

א

אאאאאאאאאאאאאא(Description) (Resolution)


- ٥٠ -

אאאF5אאאאאF٤J١٢E

)١١-٤(شكل


- ٥١ -

)١٢-٤(شكل א(Solutions)

אאאאאאא

אאאאאא

١J אאא(solutions) (Actions) א(solutions)אF٤J١٣Eא

(File)א(Look up Tables) א(work order solutions)


- ٥٢ -

)١٣-٤(شكل ٢J אאא(Problems)אאאא(Add Solution)

F٤J١٤Eא(summary)א(details)

٣J אאא(Resolution)

אאאאא(Copy To WO.. )F٤J١٥E


- ٥٣ -

)١٤-٤(

)١٥-٤(شكل


- ٥٤ -

٤J א(Search) (Solutions to work orders)

אאאאאאאF٤J١٦E

)١٦-٤(شكل

א(Reports)

אאאא(Reports)אא(Help Desk)אא

F٤J١٧KE

F٤J١٨EאאאK

F٤J١٩EאאK


- ٥٥ -

)١٧-٤(شكل

)١٨-٤(شكل


- ٥٦ -

)١٩-٤(شكل

א(Notify Technical)

אאאאאאאאאF٤J٢٠Eאא

א(Email Requester)

אאא(Email Requester)

(outlook)אאאK


- ٥٧ -

)٢٠-٤(شكل


- ٥٨ -

١J אאאאאWindowsא

Kאאאאאא٢J אאאאאאK٣J אאאאK ٤J אאאאK ٥J אאאאא

אK ٦J אאא(Printer)א ٧J אאאK ٨J אאEKKKKKKKKKKFK ٩J אEKKKKFK

١٠J אEKKKKFאאK ١١J אאאK


- ٥٩ -


KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK







KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK


- ٦٠ -

٤J٤אא

אאאאאאW١J א٣K٢J אאא

אK ٣J אאא

K אאאאא

אאאאא،K


- ٦١ -

٤J٤J١א

אW

אW،،אK

אWאאאאא א؟


- ٦٢ -










KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK


- ٦٣ -

٤J٤J٢א

אWאאK

אW،،אK

אWאאאאאאאא،K


- ٦٤ -

אאאאאאאא

لمناهجالإدارة العامة لتصميم و تطوير ا

KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK




KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK





- ٦٥ -

٤J٤J٣א

אW

אW،אאK

אW،אאאא،אאאאא

אאKאאאאאK


- ٦٦ -












- ٦٧ -

٤J٤J٤א

אWא

אW،אאK

אWאאאאאאא،אא،אאאאK


- ٦٨ -











א٢٩١אאאאא

- ٧٠ -

אא ١- א،א،אK،א،אא١٤١٣K

٢- ،WאאאLKאאא،١٤٢٢אK

٣- ،WאאאK،،٢٠٠١K

٤- א،אWאאK،א،אא١٤٢١K

٥- ،WCourse Technology. A guide to customer service skills for help desk proffessional،٢٠٠٢K

٦- ،אWאאאKK ٧- Track-It אאאאאwww.trak-it.com

א٢٩١אאאא

אאאא

אא

אאWאא١אאWאאא١٢

אאWאא٣٠אא٧٠

א

אאאאאא

אאFאEא

GOTEVOT appreciates the financial support provided by BAE SYSTEMS

Documents

٢٩١ · 2019. 2. 3. · א א א א א א א ٢٩١ א א א