Informatics and Software Engineering Students Conduct a Scientific Visit to IT Help Desk

As part of the annual plan of the Department of Informatics and Software Engineering to integrate academic knowledge with practical application, the department organized a scientific field visit to Korek Telecom in Erbil on Tuesday, October 21, 2025, with the participation of a group of third-year students under the supervision of Asst. Prof. Ghassan A. QasMarrogy.

During the visit, the students were received by Mr. Omar from the IT Help Desk Department, who provided a detailed explanation about the nature and importance of this vital department within the company and its pivotal role in ensuring the continuity of technical services and IT support across all divisions of Korek Telecom.

Mr. Omar explained that the IT Help Desk serves as the first technical point of contact for resolving daily technical issues whether related to hardware, networks, or internal systems. A specialized team is responsible for receiving service requests, analyzing them, diagnosing faults efficiently, and providing appropriate solutions to maintain smooth workflow and operational stability.

He also emphasized the importance of communication and problem-solving skills in this field, noting that technical support work depends not only on technical expertise but also on the ability to communicate effectively with users and accurately understand their needs.

The students asked several technical questions regarding ticketing systems, issue-tracking processes, and data analysis related to technical problems. They expressed their appreciation for the high level of organization and workflow efficiency demonstrated by the IT team at Korek Telecom.

The visit ended with a tour of the department’s work environment, where students observed the technologies used to monitor and control system performance. They emphasized that the visit provided them with valuable practical knowledge about how large-scale organizations manage their IT infrastructure effectively and professionally.