2016 Diploma LIS IT Skills 1: Session 16

Once a job has been lodged, it needs to be resolved and then closed. Whether that is fixing the issue on the spot, referring it to an in-house technician, or outsourcing it via an SLA, all jobs need to be closed or finalised within a specific timeframe.

Activity 1 - Class Discussion

How do we know when to close the job?

What information do we need to include when closing a "ticket"?

N.B. This will also be scribed to our Facebook group for students unable to attend this class. More comments can be added to after class as well in case you come up with any ideas while you are working on your assessments.

ASSESSMENT TASK 3 (Worth 20 Marks)

Calls to the helpdesk are recorded manually, although the IT Support team has requested that an automated system be considered in the next budget.

Using MS Word, create a form that can be used to manually record any call to the helpdesk, The form is to be completed electronically and then printed for the technician or whoever resolves the issue. Calls are summarised into a spreadsheet at the end of each week.

Document to be:

Readable
Intuitive
Easy to fill out
Look good on screen AND printed

Complete onscreen	MARKS
User information	5
Equipment information	5

Complete offline
Resolution	5
Customer Feedback	5

Hint: Think about the things that were discussed in Activity 1 as well as previous weeks.

Providing Remote Support

Some calls to the Service desk can be resolved on the spot. You can instruct the person at the other end to perform certain steps and get their response or you can remotely access their computer and do them yourself.

Read the following article:
http://pcsupport.about.com/od/remote-access/tp/free-remote-access-software.htm