The aim of this unit is to enable learners to use their understanding of technical support tools and techniques and organisational policies and procedures to source technical information and communicate advice and guidance to resolve technical problems. On completing this unit, learners will be able to use their technical knowledge to help clients resolve technical problems and improve the performance of IT systems. In order to do this, learners will explore how to select relevant and reliable information from different sources.
This unit focuses on help desk/desktop support but includes an awareness of other kinds of support. It is common for calls to help desks to be made by people under some pressure, perhaps because their workflow is interrupted by a system failure and potentially involving loss of data or communications breakdowns. This means that support technicians need to develop good interpersonal skills to interact positively with customers and provide technical support.
| Course Code: | NE37 | Fee €450 |
Exam fee:€25 |
| Duration: | Ten classes |
Awarding Body |  |
| Start Dates: 2 intakes/yr | January/February | September/October | Next Starts Date: 11/10/2011 |
| Entry Requirement: | Applicants must be a minimum of 18 years old |
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| University Progression Route |
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| Award |
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Learning outcomes:
On completion of this unit a learner should:
Unit Content
Understand the tools and techniques used for technical support
Tools: software diagnostic and monitoring tools eg VNC, remote diagnostic connections; other eg control panel
Techniques: direct questioning of users; recording faults and remedies eg fault log, solutions database
Future trends: possibilities eg increasing reliance on remote support, development of systems that analyse and report on faults for other uses such as planning corporate training programmes, development of central infrastructures, contracted out and offshore services
Understand how organisational policies and procedures influence technical support
Working procedures and policies: organisational guidelines eg reporting of faults, internet use, security; service level agreements; confidentiality; sensitivity of information; organisational constraints eg costs of resources required, time, user expertise; outsourcing of support services.
Be able to gather information to provide advice and guidance
Fault: type eg loss of service, poor performance, virus, error messages
Sources of information: product specifications and manuals; colleagues with specialist expertise; manufacturers knowledge base/resource sites; fault records showing previously found solutions; other internet sources eg FAQs and technical forums
Validity of information: issues eg cross-reference checks with user, problem reproduction, reliability of
different types of information
Be able to communicate advice and guidance
Communication method: direct to user in response to a query eg via email, face to face, telephone;
additional support material eg email, newsletters, FAQs, input to technical forums, help sheets, user
guides
Types of advice: recommendations for repair or replacement of components; provision of training or direct
instruction; others eg bug fixes, installation of patches, systems reset or rebooting instructions
Communication skills: providing information to relevant people; anger management skills (customer);
keeping calm and objective (self); soft skills eg patience, empathy; referring issues that are beyond scope
of individual; providing and communicating appropriate response times for resolution
Checking solutions: testing; user review ie ensuring that advice was sufficient and correct or solution was
successful; recording actions eg updating fault log
End users: types eg experienced, novice, technical
Unit Assessment
Assessment takes the form of written assignments, observations, in-class tests, verbal assessment and projects
To gain the unit learners must achieve, as a minimum, the Pass grade; the Pass grade is in effect the gaining of the credit for the unit, and this contributes to the overall qualification grade. All units must be passes within the rules of combination to achieve the overall qualification.
The table below shows the number of points scored per credit at the unit level and grade
| Level | Points per credit | ||
| Pass | Merit | Distinction | |
| 5 | 7 | 8 | 9 |
| 6 | 9 | 10 | 11 |
Learners who achieve the correct number of points within the ranges shown in the 'qualification grade' tables below will achieve the qualification Pass, Merit, Distinction or Distinction* grades (or combinations of these grades appropriate to the qualification).
