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					Lesson 2 HD CLIENTSUPPORT

References:
    http:// HDCLIENTSUPPORT.wikispaces.com/
    http://en.wikipedia.org/wiki/Help_desk
    http://www.helpdesk.com/


Teacher: Stanley.Tonkins@tafensw.edu.au

Course Units HD CLIENTSUPPORT:


     Unit                             Name                            Grading
ICAS4023B            Provide one-to-one instruction                      G
ICAS4033B            Assist with policy development for                  U
                     client support procedures
ICAS4134B            Provide first-level remote help desk                G
                     support
ICAW2002B            Communicate in the workplace                        U
ICAW4027B            Relate to clients on a business level               G


Grading
U: Your result will be recorded and reported to you as Competent or Not yet
Competent.

G: Your result will be recorded and reported to you as Distinction or Credit or
Competent or Not yet Competent.

Information about assessment:
http://www.tafensw.edu.au/courses/about/assessment_guide.htm

Assessment evidence can be gained through a minimum of two assessment tools. For
example:

   Project
   Test
   Individual written report
   Teacher observation and questioning
   On-screen marking
   Class based activity
   Log book
Theory:

   1. Introduction
   2. Accessing system information and resources

   3. Provide one-to-one instruction
      In this unit, we will discuss client needs and the most effective ways to instruct
      clients. Particular emphasis will be placed on organising the resources needed to
      provide instruction to clients according to organisational guidelines. We will then
      look at providing appropriate instruction and support to clients and obtaining
      client feedback to ensure client needs are met.
      Determine client need - Arrange a time and meet with the client
      Internet Help Desk: http://www.youtube.com/watch?v=PbswllJj2io
      IT Help Desk: http://www.youtube.com/watch?v=3q5QIobKS2o
      PowerPoint Slides 1-7: Provide one-to-one instruction

   4. Assist with policy development for client support procedures This unit defines
      the competency required to contribute to the formulation of client support
      procedures to be included within organizational policy.
      Determine support issues - Gather feedback from client detailing positive
      and negative aspects of their contact with the organization
      Support Centre PowerPoint 1-10

   5. Provide first-level remote help desk support: This unit defines the competency
      required to resolve first-level user support difficulties remotely.
      A study conducted by Free Form Dynamics reveals only 1 in 5 organizations are
      satisfied with their IT support - a problem that could potentially make it more
      difficult for IT departments to justify budgets and get projects approved.
       Determine the user support issue - Clarify the user support difficulty with
      client, using active listening and questioning techniques
      http://blogs.techrepublic.com.com/helpdesk/?p=314

   6. Communicate in the workplace: This unit defines the competency required to
      promote professional client support through verbal and non-verbal
      communication
      Establish contact with clients - Use verbal and non-verbal communication to
      respond to the client requests and enquiries effectively.
      PowerPoint Communicate in the workplace Slide 6
      Effective Communication at Workplace Pdf
   7. Relate to clients on a business level: In this unit, we will discuss building and
      maintaining business networks and relationships and how organisational culture
      can be used to develop and maintain business relationships. We will also look at
      how to develop plans to meet the needs of internal and external clients and
       negotiate client support service costs. Particular emphasis will be placed on
       monitoring, adjusting and implementing procedures to achieve client support
       service targets.
       Understand organizational environment - Become familiar with and
       document the goods and services provided by the organisation



       See PPT slides Networking Presentation

    8. Research answers for Project 1 Task 2
     Determine client need - Arrange a time and meet with the client
     Determine support issues - Gather feedback from client detailing positive and
       negative aspects of their contact with the organization
     Determine the user support issue - Clarify the user support difficulty with client,
       using active listening and questioning techniques
     Establish contact with clients - Use verbal and non-verbal communication to
       respond to the client requests and enquiries effectively.
     Understand organizational environment - Become familiar with and document the
       goods and services provided by the organisation




Resources:

Class Wiki
    http:// HDCLIENTSUPPORT.wikispaces.com/
    http://en.wikipedia.org/wiki/Help_desk
    http://www.helpdesk.com/


Other Resources

Books:
There are many appropriate related books in the market, and you may elect to select
whatever suits you, your students and the situation. It is handy to do a search on different
local bookshop websites, and use keywords. A useful bookshop website is:
http://www.tertiarypress.com.au/


Websites:
Go to the following websites to obtain more information. Remember, Google is a good
starting point for any type of search

   http://www.answers.com/
   http://aolsearch.aol.com/aol/advanced

Tech Republic

This is comprehensive source of information on computer related technical issues:
http://techrepublic.com

Windows IT Library

http://www.windowsitlibrary.com
The Linux Home Page at Linux Online
Comprehensive information and resources about the Linux Operating System.
www.linux.org/

PCGuide

This site has comprehensive sections: http://www.pcguide.com/
Other resources
Web search engines such as:

   www.google.com
   www.yahoo.com.au
   www.lycos.com
   www.webwombat.com.au
   www.excite.com.au



Standards

Industry specific Standards may be searched and located on the Australian Standards
website: http://www.saiglobal.com/shop/Script/search.asp




Review

       The Theory and Project 1 Task 1 aim to introduce you to:

               Provide one-to-one instruction
               Assist with policy development for client support procedures
   Provide first-level remote help desk support
   Communicate in the workplace
   Relate to clients on a business level
   Housekeeping/ Administration Matters

				
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