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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 |
Topics | Highest Skill Level | Suggested Assessment Percentage | |
1 Staff a Help Desk | A | 50 | |
2 Problem Solving | P | 50 | |
100 |
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. |
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 | ||
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. |