Clients and the Helpdesk
You work for the Helpdesk at a large TAFE operating in the South eastern suburbs of Melbourne. South East TAFE has a number of campuses, but all IT problems are dealt with centrally at the Cranbourne Campus.Who are the clients that the Helpdesk could be assisting?
Are they internal or external clients?
Personal Experience - Help Desk Operator
Has anyone worked on a Helpdesk (doesn't have to be IT)? What things did you learn about communication?
Is it different communicating with people over the phone?
Personal Experience - Help Desk Client
Have you had to call a help desk at any time?
How was the experience? What were the good points (if any)? What were the bad points?
Watch the following videos on Help Desk communication.
https://www.youtube.com/watch?v=eaxNnrXWab8https://www.youtube.com/watch?v=Z99HZ8KyYYc
https://www.youtube.com/watch?v=0Q8DriPCX2o
Read the following articles
http://www.techrepublic.com/article/five-easy-steps-to-boost-help-desk-communication/
http://www.techrepublic.com/article/use-effective-questioning-to-deal-with-confused-chatty-users/
Assessment Task 1
The following activities will form part of your assessment for this unit. You will need to complete these activities and either hand in to your teacher or submit via Moodle link.
Modules/Elements Assessed
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Marks Allocated
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1. Determine details of the hardware in allocated room
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2
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2. Determine details of the operating system and version in allocated
room
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3
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3. Determine details of all software installed on each computer in allocated
room
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3
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4. What other equipment is in the room that may require help desk
support
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2
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5. Write a basic script for SE Tafe’s Helpdesk to:
Get their name, location, department
Find out what equipment they are using and get Barcode ID
Determine what the problem is
Inform them of the next step
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10
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6. Provide URL of 5 different websites that you might use to find a
solution (based on what you know about the hardware and software)
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5
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You may do this individually or as pairs.
Allocated rooms could be fishbowl (A128), Computer Lab (A153) or Library
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