Auburn Girls' High School VET Assessment Task
FRAMEWORK: Information Technology YEAR: HSC DATE GIVEN: DATE TO BE ASSESSED: ASSESSMENT LOCATION: Homework TASK DESCRIPTION: Part 1 00Recording clients00problems accuratelyTo record a client's problem accurately, it is useful to have a set of questions ready to ask. You are a help desk operator supporting PC and Macintosh hardware and software in a networked environment. Design a set of questions to ensure you gather all the required information about the problem for recording in the help desk system. You should have about 10 questions.
Part 2 00Designing a call logging formYou are a help desk operator supporting PC and Macintosh hardware and software in a networked environment (the same as in Part 1). Design a form (you may use a spreadsheet or word processor or your preferred form designer for this task) for recording all the essential information required by the help desk when logging a call. Examples of items that would be included on the form are 'client name', 'computer make', 00omputer model00 You should have at least twenty items.
Part 3 00Compiling a Glossary of TermsCommence compiling a glossary of help desk terms. A glossary is a list of words and their meanings, rather like a dictionary. It would be a good idea to collect the terms and definitions in a word processor or spreadsheet where the list can be re-sorted alphabetically after new words are added. A good place to start your search is the glossary at a Help Desk Institute help desk website.
call centre first level support escalation abandoned call assignment call processing classification expert system service level agreement knowledge base priority COMPETENCIES TO BE ASSESSED: ICAITS015B Record Client Support Requirements Log client requests: Log client requests according to client support requirements. Log calls according to critical rating and impact on business. Follow organisational guidelines regarding critical ratings. Check information for accuracy and urgency according to organisational guidelines. Prioritise client requests for support: Prioritise requests according to guidelines and impact on business. Refer requests to the appropriate person for assistance. Follow the escalation procedures of the organization. ASSESSOR00 COMMENTS:Signed: ____________
STUDENT00 COMMENTS:Signed: ____________
DATE COMPLETED: RESULT: Competent Not Yet Competent Result withheld 00to be resubmittedA school committed to excellence and equity within a challenging and caring environment
