Assignment 12.2 brief

Assignment title 12.2 - IT Support Guide

The purpose of this assignment is to: Provide technical support for customers

Scenario

You have taken a job as a technician at a local business. You will be expected to deal with email and telephone queries. In addition you will be required to display good customer handling and technical skills, produce additional support material.

You will deal with 6 specific PC problems – 4 by telephone and 2 by email. You will produce work which shows how you handled the support requests.

Task One

Produce written transcripts of your telephone conversations (P5) Produce two help sheets (one on Msconfig, another on Device Manager) (M4)

Task TwoResearch each of the six problems from task one and their solutions. Collect annotated screenshots and images from forums, websites, flowcharts and books etc. (P4)

Task ThreeShow evidence of judging the value of these sources (for reliability, accuracy, and so on) (M3)

Task FourShow evidence that you have checked solutions and recorded any actions, e.g. recommending replacement of components, updating a fault log etc. (P7)

Task FiveRespond appropriately to end users. This task relates to the soft skills such as patience, remaining objective, being genuinely helpful, keeping the user informed about problem resolution.This may be helpful to look at the transcripts you used for P5 and annotate where you have used these skills. (P6)

Task SixDemonstrate effective communication skills with different types of end user. (D2)

Sources of InformationKnott and Waites – BTEC Nationals for IT Practitioners 2002www.techrepublic.comwww.whatis.techtarget.comwww.pctechguide.com

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