|
|
| 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. | |