{"id":299,"date":"2026-02-14T14:24:53","date_gmt":"2026-02-14T14:24:53","guid":{"rendered":"https:\/\/civil.utm.my\/it\/?page_id=299"},"modified":"2026-04-28T04:10:40","modified_gmt":"2026-04-28T04:10:40","slug":"laporan-aduan-unit-sokongan-it","status":"publish","type":"page","link":"https:\/\/civil.utm.my\/it\/laporan-aduan-unit-sokongan-it\/","title":{"rendered":"laporan aduan unit sokongan IT"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.27.5&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;3px|||||&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row _builder_version=&#8221;4.27.5&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.27.5&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_code _builder_version=&#8221;4.27.5&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<iframe loading=\"lazy\" width=\"1280\" height=\"750\" src=\"https:\/\/lookerstudio.google.com\/embed\/reporting\/1d9a4c31-dcd2-4b9e-a23e-06719a831478\/page\/pd4nF\" frameborder=\"0\" style=\"border:0\" allowfullscreen sandbox=\"allow-storage-access-by-user-activation allow-scripts allow-same-origin allow-popups allow-popups-to-escape-sandbox\"><\/iframe>[\/et_pb_code][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.27.5&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;0px|||||&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row _builder_version=&#8221;4.27.5&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;||4px|||&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.27.5&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.27.5&#8243; _module_preset=&#8221;default&#8221; text_font=&#8221;Poppins||||||||&#8221; header_3_font=&#8221;Poppins||||||||&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h3>Mengenai Dashboard Ini:<\/h3>\n<p>Dashboard ini merupakan platform visualisasi data rasmi bagi memantau prestasi dan kapasiti perkhidmatan Unit Sokongan IT, Fakulti Kejuruteraan Awam (FKA). Ia dibangunkan bertujuan untuk meningkatkan ketelusan operasi, mengoptimumkan agihan tugasan staf, serta mengenal pasti trend keperluan teknikal warga fakulti secara <i data-path-to-node=\"3\" data-index-in-node=\"339\">real-time<\/i>. Data yang dipaparkan merangkumi analisis jam bekerja (man-hours), kategori sokongan teknikal, dan status keberkesanan penyelesaian isu digital selari dengan hala tuju <b data-path-to-node=\"3\" data-index-in-node=\"517\">Transformasi Digital UTM<\/b>.<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=&#8221;2_5,3_5&#8243; _builder_version=&#8221;4.27.5&#8243; _module_preset=&#8221;default&#8221; custom_margin=&#8221;-7px|auto||auto||&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;2_5&#8243; _builder_version=&#8221;4.27.5&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_image src=&#8221;http:\/\/civil.utm.my\/it\/wp-content\/uploads\/sites\/2545\/2026\/04\/Qq462U2oTSCjIPj_V2-log-manager.png&#8221; title_text=&#8221;Qq462U2oTSCjIPj_V2 log manager&#8221; _builder_version=&#8221;4.27.5&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_image][et_pb_text _builder_version=&#8221;4.27.5&#8243; _module_preset=&#8221;default&#8221; hover_enabled=&#8221;0&#8243; sticky_enabled=&#8221;0&#8243; header_font=&#8221;Poppins||||||||&#8221;]<\/p>\n<h1 data-pm-slice=\"1 1 []\">Dokumentasi Analitik: Sistem Pemantauan &amp; Laporan Aduan IT FKA<\/h1>\n<p>[\/et_pb_text][et_pb_text _builder_version=&#8221;4.27.5&#8243; _module_preset=&#8221;default&#8221; hover_enabled=&#8221;0&#8243; sticky_enabled=&#8221;0&#8243; text_font=&#8221;Poppins||||||||&#8221; text_font_size=&#8221;17px&#8221;]<\/p>\n<p><strong>Tujuan:<\/strong> Pengukuran Prestasi &amp; Analitik Perkhidmatan Sokongan IT FKA<\/p>\n<p>[\/et_pb_text][et_pb_text _builder_version=&#8221;4.27.5&#8243; _module_preset=&#8221;default&#8221; hover_enabled=&#8221;0&#8243; sticky_enabled=&#8221;0&#8243; header_3_font=&#8221;Poppins||||||||&#8221; text_font=&#8221;Poppins||||||||&#8221;]<\/p>\n<h3>1. Pengenalan Portal Analitik<\/h3>\n<p>Halaman <a href=\"https:\/\/civil.utm.my\/it\/laporan-aduan-unit-sokongan-it\/\" title=\"null\">Laporan Aduan Unit Sokongan IT<\/a> merupakan hab data berpusat yang memaparkan statistik aduan secara telus. Ia mengintegrasikan data daripada borang aduan digital (Google Form) ke dalam paparan analitik yang mudah difahami oleh pengurusan fakulti dan pengguna.<\/p>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;3_5&#8243; _builder_version=&#8221;4.27.5&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.27.5&#8243; _module_preset=&#8221;default&#8221; hover_enabled=&#8221;0&#8243; sticky_enabled=&#8221;0&#8243; custom_margin=&#8221;51px|||||&#8221; header_3_font=&#8221;Poppins||||||||&#8221; text_font=&#8221;Poppins||||||||&#8221;]<\/p>\n<h3>2. Metodologi Pengumpulan Data<\/h3>\n<ul>\n<li><strong>Input:<\/strong> Borang Aduan ICT Digital (Paperless).<\/li>\n<li><strong>Proses:<\/strong> Data diekstrak secara automatik ke dalam <em>Google Sheets<\/em> dan divisualisasikan melalui <em>Dashboard Analitik ITFKA<\/em>.<\/li>\n<li><strong>Output:<\/strong> Laporan bulanan dan tahunan yang dipaparkan secara langsung (Live Feed\/Static Update) di portal rasmi IT FKA.<\/li>\n<\/ul>\n<h3>3. Key Performance Indicators (KPI) &amp; Metrik Prestasi<\/h3>\n<p>Unit IT FKA mengukur tahap prestasi pasukan melalui empat (4) metrik utama:<\/p>\n<ol>\n<li><strong>Resolution Rate (Kadar Penyelesaian):<\/strong> Sasaran &gt;95% aduan diselesaikan dalam tempoh masa yang ditetapkan. (Data 2024 menunjukkan kadar penyelesaian 100% bagi kes kritikal).<\/li>\n<li><strong>Response Time (Masa Tindak Balas):<\/strong> Pengukuran kepantasan staf teknikal bertindak balas terhadap tiket aduan yang masuk.<\/li>\n<li><strong>Complaint Categorization (Kategorisasi Aduan):<\/strong> Analisis trend kerosakan untuk mengenal pasti isu berulang (cth: Isu WiFi di Blok M50 atau kerosakan projektor).<\/li>\n<li><strong>User Satisfaction Score (Skor Kepuasan):<\/strong> Berdasarkan maklum balas selepas aduan diselesaikan (Linkage dengan data CSI 91.84%).<\/li>\n<\/ol>\n<h3>4. Analisis Trend &amp; Tindakan Pembetulan (CQI)<\/h3>\n<p>Dokumentasi pada halaman ini membolehkan Unit IT melakukan tindakan proaktif:<\/p>\n<ul>\n<li><strong>Penyelenggaraan Pencegahan (PPM):<\/strong> Jika data menunjukkan kekerapan aduan tinggi di lokasi tertentu, jadual PPM akan diutamakan ke blok tersebut.<\/li>\n<li><strong>Justifikasi Perolehan:<\/strong> Data aduan kerosakan perkakasan yang tinggi digunakan sebagai bukti sokongan dalam permohonan bajet perolehan aset baharu (cth: Permohonan RM1.15 Juta bagi tahun 2025).<\/li>\n<li><strong>Latihan Staf:<\/strong> Mengenal pasti jurang kemahiran staf berdasarkan kategori aduan teknikal yang sukar diselesaikan.<\/li>\n<\/ul>\n<h3><\/h3>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Mengenai Dashboard Ini: Dashboard ini merupakan platform visualisasi data rasmi bagi memantau prestasi dan kapasiti perkhidmatan Unit Sokongan IT, Fakulti Kejuruteraan Awam (FKA). Ia dibangunkan bertujuan untuk meningkatkan ketelusan operasi, mengoptimumkan agihan tugasan staf, serta mengenal pasti trend keperluan teknikal warga fakulti secara real-time. Data yang dipaparkan merangkumi analisis jam bekerja (man-hours), kategori sokongan teknikal, [&hellip;]<\/p>\n","protected":false},"author":2614,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"class_list":["post-299","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/civil.utm.my\/it\/wp-json\/wp\/v2\/pages\/299","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/civil.utm.my\/it\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/civil.utm.my\/it\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/civil.utm.my\/it\/wp-json\/wp\/v2\/users\/2614"}],"replies":[{"embeddable":true,"href":"https:\/\/civil.utm.my\/it\/wp-json\/wp\/v2\/comments?post=299"}],"version-history":[{"count":8,"href":"https:\/\/civil.utm.my\/it\/wp-json\/wp\/v2\/pages\/299\/revisions"}],"predecessor-version":[{"id":419,"href":"https:\/\/civil.utm.my\/it\/wp-json\/wp\/v2\/pages\/299\/revisions\/419"}],"wp:attachment":[{"href":"https:\/\/civil.utm.my\/it\/wp-json\/wp\/v2\/media?parent=299"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}