Aims:
This assessment provides students with the skills and knowledge to provide an effective support role to users of computer systems. Students will be expected to install hardware and software, as well as generate a training manual to provide training to End-Users on IT Policies and/or the use of a particular software application.
Objectives:
On completion of this assessment students will be able to:
1. Understand User Problems
• Analysis of problems
• Types of problems
• Responses
• Evaluation
2. Be able to provide user support
• Demonstrate the skills and knowledge necessary to install/upgrade hardware and software for an end-user
• produce an installation plan
• install hardware and software
• test the computer equipment post-installation
• re-configure and thoroughly test hardware and software
• complete any necessary paperwork post-installation
• conduct an investigation into a recent technological innovation of your choice
• perform a-15 min. presentation of your investigation using available resources
3. Be able to create user support programmes:
• evaluate the training resources available
• produce a training schedule for an end-user
• produce training resources for a selected software application
• set up a training environment that will promote effective learning
• train an end-user to use a software product
• evaluate the training that has taken place and make suggestions for improvement
Learning outcomes and assessment criteria for a Pass grade
PART 1
Task 1: Understand user problems and respond to request for help:
• complete necessary paperwork before investigating request for help
• investigate and rectify the user-reported problem(s) in a considerate and helpful way
• remove equipment, as appropriate, to rectify later, informing user of likely return
• complete necessary paperwork after investigation/rectification of the problem
Simulation/Role Playing Session: Find a partner to discuss different types of user problems (1.1a) and deliver user support remotely, to meet user needs (2.2a) through performing a role play, as follows:
• Take turns to ask over the telephone for help with Information and Communication Technology (ICT) equipment that is problematic or that has stopped functioning:
• Remember to be polite and try applying the following:
1. Open and closed questioning techniques
2. Anticipate the consequences of the 3 types of customers
3. Also remember that the "customer is always right!"
• Based on your discussions and role-play performed in the sessions, you are required to (3.1):
i. Record the outcome of the session as a flow chart to be used analytically in the future
ii. Write a short report reflecting upon and evaluating your participation and experience during the exercise.
Task 2:
Visit this website: www.philverghis.com and any others, for more information on Customer Care and Help Desk in the light of morphs like e-Support and e-CRM.
• As part of responding to user requests, design suitable methods to monitor and document technical support activities in the form of a help desk and fault logging system using a database (Access) model. (2.1)
PART 2
Task 3: Analyse and evaluate types of problems:
To encourage self-development, you are required to carry out a personal investigation into current or future leading edge technologies for combating technical problems (i.e. hardware, software, and system capacity, transmission and/or connectivity problems) and produce a report that evaluates, differentiates and clarifies the impact of these problems on user productivity. Present your findings in the form of a-15 min. presentation with detailed illustrations where appropriate. Use available resources and submit your presentation materials as an appendix. (1.1b, 1.2)
Task 4: Be able to provide user support
During the next workshop activity, you will be required to carry out/deliver user support at the desktop (2.2b) through systems installation to a given specification e.g. software update, device driver installation, reconfiguring network card, adding memory chips; change of motherboard; installing new hard drive. Get your supervisor to observe you carrying out the exercise.
Now, State clearly on a report all the stages of the installation, from initial checking of equipment through to loading the software, testing and handover.
Included with your report will be an installation schedule (appendix B/C) in the form of a checklist/hints ready to use, for checking off all stages of hardware and software installation as they are completed.
A checklist/error report (appendix D/E), similar to the installation schedule, will also be needed to report any faults with the equipment or software.
Mention or state any remedial action(s) taken as appropriate and/or necessary.
Task 5: Be able to create user support programmes
You are required to create user support programmes (or instructional guides) for use by End-Users specifically on IT Policy and Systems. The support programme should be clearly written in plain English, and should attempt to address at least 3 choices from each of the following with short meaningful notes (3.2, 3.3):
• User support manual: troubleshooting e.g. logging on, accessing the network, email, browser issues, printer problems, viruses, mobile access; accessing software e.g. office, company bespoke.
• User training: identifying training needs; IT policy (email, web, software installation); security; applications; routine maintenance.
• Support planning: upgrading/replacement of existing system hardware/software, infrastructure (backbone, routers, switches, cabling, WAPs).
• System maintenance: preventative, predictive, remedial; routine maintenance e.g. backing up, cleaning, virus scan, defragmentation, removal of temporary files, password policies.
• Recovery plans: hardware failure (workstation, server), natural disaster, power failure, major loss of data, security breaches, restoring data.