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 video on Help Desk communication.
https://www.youtube.com/watch?v=eaxNnrXWab8
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/
Activity 1
The following activity will form part of your assessment for this unit, so make sure that you keep the work that you do today. You may do this in small groups - up to 4 people, or as an individual task.
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
- Get the details of the problem/issue that they are having
- Inform them of the next step
Activity 2
Gather information about your computer such as version of operating system and basic system details. The following links will explain how to access this information.http://windows.microsoft.com/en-AU/windows/which-operating-system
http://www.wikihow.com/Check-a-PC-Operating-System
https://www.sophos.com/en-us/support/knowledgebase/13302.aspx
Here is the information about my desktop computer at home
N.B. Again, please keep this information as it will need to be submitted later.
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