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	Prescription:HD200 Help Desk Aim of Module To provide students with practice in the skills and techniques required for working in a user support role with system users. Credits 7 Suggested Time 70 student learning hours Prescription Expiry Date Nov 2002 Level and Assessment Schedule Topics Highest Skill Level Suggested Assessment Percentage 1 Staff a Help Desk A 50 2 Problem Solving P 50 100 The Student Will 1  Staff a Help Desk A Staff the help desk, using electronic office tools such as diaries, word-processing facilities, electronic mail and tickler files. This should include: > Record Keeping: - User case history - Time sheets - Summary reporting > Scheduling: - Assign a problem to a student, taking into account priorities, individuals skills, and timetables. - Allocate foreground and background tasks to ensure efficient use of time. - Delegate elsewhere. top 2  Problem Solving P Using techniques for questioning, active listening and echoing back, provide the solution and give assistance in the form of either: - Quick reference guide - Full manual - Specific training - Or any combination thereof top Note > The type and level of the problem envisaged is in the order of: - Hardware 'the printer won't work'' ''the computer won't start'' - Software ''I can't get my spreadsheet to sort properly'' - Simple Problem Solving ''I've got student information duplicated three times over'' ''how do I organise the hard disk which is arriving tomorrow?'' > This is the opportunity to practice the skills, and utilise the knowledge, taught elsewhere.		Introduction Regulations Module Prescriptions   Back to list of Prescriptions
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