|
|
 |
Information and Communications
Technology Qualifications
| Back to list of Prescriptions
| Prescription: US500 (US100)User Support |
| Aim of Module | To provide students with an introduction to the skills required for the role of user support specialist.
|
| Credits | 7
|
| Student Learning hours | 70
|
| Content Revised | pre 1996
|
| Prescription Expiry Date | Nov 2005
|
LEARNING OUTCOMES
The Student Will
| | | | | C | 1 | Describe the steps required to teach a simple task, given a stated scenario (eg. teach a group of novice users how to login to a network). | | | | | C | 2 | Describe the process by which user queries are: allocated priorities, logged, and answered. | | | | | C | 3 | Describe the techniques for writing instructions, that are to be used by a novice computer user. | | | | | C | 4 | Given a simple user request, identify the requirements, potential solutions and recommend a course of action. | | | | | A | 5 | Make an informative presentation about a computer product. | | | | | A | 6 | Using a case study apply skills learned in one of the above by providing practical support to computer users. | | |
CONTENT
| | | | > | Learning styles, teaching styles, training aids, preparing for training
|
top
| | | | > | Problem logging and tracking, problem solving, conveying verbal instructions over the phone
|
top
| | | | > | Format, layout, clear English, logical, use of diagrams and icons.
|
top
| | | | > | Identify steps to analyse requirements, identify solutions and evaluate solutions to produce a recommendation.
|
top
| | | | > | Research a topic. Give either an informative or persuasive structured presentation.
|
top
top
|
|
