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| Aim of Module | To provide students with an introduction to the skills required for the role of user support specialist. |
| Credits | 7 |
| Suggested Time | 70 student learning hours |
| Prescription Expiry Date | Nov 2002 |
| Topics | Highest Skill Level | Suggested Assessment Percentage | |
| 1 Training | C | 10 | |
| 2 Help Desk | C | 10 | |
| 3 Writing User Instructions | C | 10 | |
| 4 User Requests | C | 10 | |
| 5 Presentation | A | 10 | |
| 6 Practical Case Study | A | 50 | |
| 100 | |||
| 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. |
| 1 Training |
| > | Learning styles, teaching styles, training aids, preparing for training | |
| 2 Help Desk |
| > | Problem logging and tracking, problem solving, conveying verbal instructions over the phone | |
| 3 Writing User Instructions |
| > | Format, layout, clear English, logical, use of diagrams and icons. | |
| 4 User Requests |
| > | Identify steps to analyse requirements, identify solutions and evaluate solutions to produce a recommendation. | |
| 5 Presentation |
| > | Research a topic. Give either an informative or persuasive structured presentation. | |
| 6 Practical Case Study |