|
 Academic Year:
| 2012/3 |
| Owning Department/School:
| Department of Computer Science (administered by the Learning Partnerships Office) |
| Credits:
| 5 |
| Level:
| Intermediate (FHEQ level 5) |
| Period: |
Semester 2 at City of Bath College Semester 2 at Weston College Semester 2 at Wiltshire College |
| Assessment:
| CW 50%, PR 50% |
| Supplementary Assessment: |
Like-for-like reassessment (where allowed by programme regulations) |
| Requisites:
| |
| Description:
| Aims: This unit will: * provide knowledge and skills of the running of a help desk required by those who aim to provide formal systems support. * provide the knowledge and techniques to devise and develop effective Service Level Agreements * provide knowledge of the tools and technologies used within the help desk environment * provide knowledge of problem procedures used on a help desk. Learning Outcomes: At the completion of the unit the student will be able to: * evaluate and use a logging and tracking software system so they may be used in a help desk environment. * analyse user requirements in order to develop an SLA * determine the tools and technologies needed to run and improve the performance of a help desk * solve problems using diagnostic tools in a procedural way. Skills: Practical Skills - Evaluate and use a logging and tracking systems; use and implement problem solving diagnostic tools; use and implement various procedures to be used within a help desk environment - Demonstration and assignment 2 Personal Skills - Analyse students own soft skills and how these are used in the help desk environment - assignment 1 Communication Skills - Questioning skills and report writing - demonstration and assignment 1. Content: Help desk environments are different to normal office settings and they require diverse procedures, therefore the student needs to become familiar with the workings of a help desk and the way they are run. This module will provide the framework for developing the necessary knowledge and skills needed to work on and run a formal system support environment. Included in the help desk environment will be the use of logging and tracking systems, the development of a Service Level Agreement, the ability to write set procedures to be used by technicians and users and explore the advantages and disadvantages of help desk technologies, new and old, that may be used and why. |
| Programme availability: |
LP20108 is Optional on the following programmes:Programmes administered by the Learning Partnerships Office
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