Thulare, TumisoMaremi, Keneilwe JNthatheni, Ronewa GMthethwa, SiyabongaMahwai, NareBotha, AdeleHerselman, Martha ERousseau, P2025-07-212025-07-212024-11978-0-7988-5670-60-7988-5670-Xhttp://hdl.handle.net/10204/14288Purpose: HPRS is based on a Linux/Ubuntu platform and individuals are not familiar with the environment. Training in the language and environment is required to understand how the system functions, how to improve the system, and how to solve client-based queries. Therefore, the chapter aims to improve the maintenance and support by enhancing the skillsbase set to minimise the daily queries. Getting the skills will ensure that the different tier levels are adequately equipped to troubleshoot the issues encountered. It will also allow the various tiers to identify innovative ways to improve the system functionality and reduce the impact of system downtime. There is a lack of skills at the different tier levels required to assist in the effective operations of the support and maintenance environment. This research is being conducted to obtain insights regarding the importance of a skills-based set-in solving support queries. This research aims to provide recommendations to improve the performance of the Support and Maintenance ServiceDesk team in the HPRS environment. Study design/methodology/approach: This study took an exploratory qualitative approach and tried to explain how and why a certain phenomenon or behaviour behaves in a certain way in a certain situation. Inductive reasoning was used, which involves moving from the specific to the more general and from cause to effect by moving from effect to cause. Additionally, an online open-ended questionnaire was employed. The Lime Survey software was used to facilitate the online survey. Purposive, convenience, and snowballing sampling techniques were used for this investigation. Findings: The findings show that the support and maintenance team must have analytical, communication, time management, interpersonal, basic developer, adaptability, problemsolving, stress management, people skills, Ubuntu/Linux server basics, and technological skills-based sets. These skills-based sets - will solve support queries effectively and efficiently and ensure the continuous improvement of HPRS. Originality/value: The significance of this study lies in its contribution to the existing body of knowledge. With the continuous evolution of technology and the imperative for organisations to ensure that their workforce strategy is in sync with dynamic business priorities, adopting a skills-based approach has emerged as a highly effective organisational strategy. This approach optimises operational efficiency while enabling organisations to stay competitive in an ever-changing business landscape.FulltextenSkills-based setsSupport queriesService deskHealth Patient Registration SystemHPRSBook Chaptern/a