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Misrak TVET College Training, Teaching and Learning Materials Development

MISRAK TVET COLLEGE under

Ethiopian TVET-System

INFOM!TION TEC"NOLO#$ %&''OT %EVICE Level I

LEARNING GUIDE # 8 &nit o( Competence) ecord Client e*uest e*uirements Module Title ) ecording Client e*uest e*uirements L# Code ) ICT IT%+ L+ TTLM Code ) ICT IT%+ TTLM .++

LO +) Log re*uest (or support

Learning #uide First Edition

Date) ./0+1 !uthor) ICT, IT 2Misrak TVET College

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INTRODUCTION

Learning Guide # 8

This learning guide is developed to provide 3ou the necessar3 in(ormation regarding the (ollo4ing content coverage and topics 2 •

ecording client support re*uirement

This guide 4ill also assist 3ou to attain the learning outcome stated in the cover page5 %peci(icall3, %peci(icall3, upon completion o( this Learning #uide, 3ou 4ill 6e a6le to 2

• • •

ecord Client support re*uests and and re*uirements according to organi7ational standards evie4 Client support histor3 and details Check and re*uest in(ormation (or accurac3 and urgenc3 according to organi7ational standards

Learning Activitie +5 ead the speci(ic o68ectives o( this Learning #uide5 05 ead the in(ormation 4ritten in the 9In(ormation %heets +: in pages ;/<5 ;5 !ccomplish the 9%el(/check: in page -5 15 I( 3ou earned a satis(actor3 evaluation proceed to 9Lap Test:5 "o4ever, i( 3our rating is unsatis(actor3, unsatis(actor3, see 3our teacher (or (urther instructions or go 6ack to Learning !ctivit3 = +5 .5 Do the 9L!' test: in page > ?i( 3ou are read3@ and sho4 3our output to 3our teacher5 $our teacher 4ill evaluate 3our output either satis(actor3 or unsatis(actor35 I( unsatis(actor3, 3our teacher shall advice 3ou on additional 4ork5 Aut i( satis(actor3 3ou can proceed to Learning #uide >5

•

$our teacher 4ill evaluate 3our output either satis(actor3 or unsatis(actor35 I( unsatis(actor3, 3our teacher shall advice 3ou on additional 4ork5 Aut i( satis(actor3 3ou can proceed to the neBt topic5



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In"r$atin S%eet 1

Recording client support requirements

De"initin " ter$ C&ient C&ient ' can 6e an individual, an organi7ation, 6usiness or an institution that ma3 come in person or communicate using an3 communication means like telephone, e/ mail, (aB or online help desk to get technical support, consultation on technologies etc Lg ( means ( means recording client support re*uirements 6ased on organi7ational rule, regulation and policies5 Eca&ate Eca&ate ' trans(erring a helpdesk that cannot 6e resolved to personnel at a lo4er level such as an IT specialist or IT manager5 manager5 )irt &eve& Su**rt ' usuall3 re(ers to the initial support o((ered to a customer 63 a help desk operator operator in this initial point o( contact, contact, the o((icer o((icer determines the nature o( the the call call and and 4ill 4ill tr3 tr3 to solv solve e the the pro6 pro6le lem m i( it is stra straig ight ht(o (or4 r4ar ard d supp suppor ortt organi7ations usuall3 have *uite clear outlines o( 4hat constitutes (irst level support5 +ririt, +ririt, ' the value given to an incident, pro6lem or change to indicate its relative importance importance in order to appropriat appropriatel3 el3 allocate allocate resources resources and speci(3 an appropria appropriate te time/(rame (or resolution5 Servic Service e Leve& Leve& Agree$ Agree$ent ent ' an agreement agreement 6et4een 6et4een a servic service e provid provider er and a custome customerr detail detailing ing the level o( servic service e that that is provid provided, ed, usuall3 usuall3 includ including ing 4hat 4hat is covered, 4hat is not covered, the response time (or resolution5 o

SLA -Service Leve& Agree$ent. This is a contract that de(ines eBpectations 6et4een an organi7ation and the service seller to provide an agreed/upon level o( support5 !s an emplo3ee o( the service se rvice compan3, 3our 8o6 is to honor the %L! that 3ou have 4ith the customer5 %ervice monitoring  Contingenc3  Maintenance 4indo4s   esponse time guarantee !n %L! t3picall3 is a legal agreement that th at descri6es the responsi6ilities and lia6ilities lia6ilities o( all parties involved5 involved5 %ome o( the contents o( an %L! usuall3 include the (ollo4ing)  esponse/time guarantees ?o(ten 6ased on the t3pe o( call and the %L!@  E*uipment andor so(t4are that 4ill 6e supported  here service 4ill 6e provided



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Misrak TVET College Training, Teaching and Learning Materials Development     

'reventive maintenance Diagnostics 'art availa6ilit3 ?e*uivalent parts@ Cost and penalties Time o( service availa6ilit3

There ma3 6e eBceptions to the %L!5 Ae sure to (ollo4 3our compan3 6usiness rules in detail5 %ome o( the eBceptions ma3 include the customers a6ilit3 to upgrade the service level and the a6ilit3 to intensi(3 to management (or revie45 Escalation to management should 6e reserved (or special situations5 For eBample, a long/standing customer or a cust custom omer er (rom (rom a ver3 ver3 larg large e comp compan an3 3 migh mightt have have a pro6 pro6lem lem that that (all (alls s ou outs tsid ide e the the parameters stated in his or her %L! 4ith 3our service compan35 In these cases, 3our management ma3 choose to support the customer (or customer/relations reasons5

Overvie0 " C&ient u**rt reuire$ent r euire$ent 'roviding good IT supports (or clients is vital to the e((ective operation o( an3 organi organisat sations ions,, so 3o 3ou u ma3 (ind (ind there there are esta6l esta6lish ished ed proced procedure ures s (or determ determinin ining g and addr addres essin sing g clien clientt supp suppor ortt issu issues5 es5 In this this Lear Learni ning ng guid guide e 3o 3ou u 4ill 4ill lear learn n a6ou a6outt thes these e procedures, as 4ell as the general skills and kno4ledge needed to record clients support need 4ith IT pro6lems2 pro6lems2

C&ient Su**rt R&e In(or In(orma mati tion on tech techno nolo log3 g3 is an inte integr gral al part part o( the the oper operat ation ion o( mode modern rn organisatio organisations ns or 6usinesses5 6usinesses5 &sers o( in(ormation in(ormation technolog3 need timel3, timel3, high/ *ualit3 support5 In addition to sound technical skills, IT support sta(( should have a range range o( skills that improve improve their a6ilit3 a6ilit3 to success(ull3 success(ull3 provide provide IT services services to their clients5

The most important skills needed 63 the IT pro(essional 4ho is 4orking as a help desk person to record the clients support re*uirement are) Technical Technical skill !ctive listening skill 'ro(essional act Follo4ing organi7ational rules and regulations #ood conduct Follo4ing call handling processes Customer handling skill, etc • • • • • • •

The The circ circum umst stan ance ces s in 4hic 4hich h 3o 3ou u are are re*ui e*uire red d to prov provid ide e advi advice ce on IT pro6lems pro6lems 4ill depend depend on the nature o( 3our organisati organisation5 on5 %ome organi7atio organi7ations ns ma3 rel3 rel3 on loca locall IT 6usin 6usiness esses es to prov provid ide e supp suppor ort, t, or take take out a contr contrac actt 4ith 4ith a compan3 4hich provides IT support services5 ! gro4ing area o( IT is 6usinesses Learning #uide First Edition


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speci(icall3 set up to provide IT support to organisations5 These companies provide emplo3ment opportunities (or individuals 4ith the right skills and kno4ledge5

Man3 medi Man3 medium um and and larg large e orga organi nisa sati tion ons s prov provid ide e a cent centra rali lised sed help help desk desk support support service5 Clients 4ith IT pro6lems pro6lems report these to the help desk5 %upport is t3picall3 provided (or areas such as) "ard4are and so(t4are (aults Net4orking pro6lems ?including login pro6lems@ Email and Internet pro6lems Consultation on purchasing in(ormation technologies Installation and con(iguration hard4are Training needs 'rinting pro6lems %o(t4are installation and upgrade etc • • • • • • • •

"elp "elp desk desks s 4ill 4ill o(te o(ten n prov provid ide e addi additi tiona onall servic services es to thos those e list listed ed here, here, depending on the needs o( the organi7ation5 This can 6e per(ormed in/house, or eBternal training providers can 6e called in5

)irt &eve& u**rt Clients ma3 re*uest support) A3 calling a telephone or 63 email The3 ma3 come in person coming to o((ice The3 ma3 (aB • • •

The one in charge o( recording client support re*uest log the re*uest and enter them them into into a centra&ied data4ae *rgra$ *rgra$ that is designed to track client support re*u re*uir ireme ements nts55 Ther There e are are man3 man3 comm commer erci cial all3 l3 avai availa la6l 6le e prog progra rams ms 4hic 4hich h have have 6een 6een designed designed speci(icall3 speci(icall3 (or IT support support re*uirement re*uirement operations5 operations5 In man3 organisations, organisations, help desk desk opera operator tors s attempt attempt to (iB straight straight(or (or4a 4ard rd pro6l pro6lems ems55 This is kno4n kno4n as "irt &eve& &eve& u**rt5 u**rt5 In some organi7ations, operators simpl3 log calls, 4hich are then allocated to the appropria appropriate te technical sta((5 sta((5 In the case o( organi7ati organi7ations ons 4ith onl3 a (e4 emplo3ees, emplo3ees, IT pro6le pro6lems ms ma3 6e handle handled d 63 an emplo3 emplo3ee ee 4ho com6ines com6ines suppor supportt duties duties 4ith 4ith other other (unctions5 The proportion o( pro6lems that can 6e handled at the (irst point o( contact 4ill depend on the skill and training o( the help desk sta((5 !s a large proportion o( calls to an3 help desk are trivial pro6lems, (irst line support can ensure that the time o( the specialists in the various skill groups is not 4asted and is onl3 used 4hen there is a pro6lem that re*uires their attention5 Learning #uide First Edition


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Recrding C&ient6 u**rt Reuet I( 3ou are on the help desk and a client rings, (aB, e/mail or come in person and re*uest (or support, 4hat details do 3ou ask them to provideG In larger organisations, particularl3 there is usuall3 specialist so(t4are in 4hich these calls are recorded5 Aelo4 Aelo 4 is a samp sample le o( a t3pic t3pical al data data entr3 entr3 (orm (orm (or (or recor recordi ding ng deta detail ils s o( clien clientt re*uests5 EBamine the t3pe o( in(ormation 3ou need to record5 Sa$*&e " a t,*ica& data entr, "r$ Data reuired

Entr,

Log num6er) "elp Desk Operators name) Date and time o( client re*uest) Clients name) Clients contact details) %ection and location) 'ro6lem logged) Date and time pro6lem occurred) Computerperipheral a((ected Impact o( the pro6lem on operations6usiness) First line support provided ?i( an3@) Escalate to support sta((G $esNo $esNo %uppor %upportt sta(( sta(( re*uest re*uest detail details) s) Date Date and time time reported) Name o( support sta(() Revie0ing C&ient Su**rt 7itr, evi evie4 e4in ing g clien clientt suppo support rt hist histor or3 3 mean means s chec checki king ng the the clien clientt supp suppor ortt re*u re*uest est data6ase (or the same pro6lems5 This is ver3 important to overcome the (ollo4ing main challenges one ma3 (ace 4hile 4orking as a "elp Desk IT pro(essional5 • •

It ena6les to (ind easil3 ho4 the previousl3 logged pro6lem is solved It eliminates redundanc3 o( recording the same pro6lem



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Misrak TVET College Training, Teaching and Learning Materials Development • •

It ena6les easil3 identi(3 the pro6lems solved (rom the one in *ueue It ena6les the responsi6le IT sta(( (or the resolution o( the pro6lems logged etc

Se&"'C%ec9 1

:ritten Tet

Name:____________________

Date:_________________

Intructin; !ns4er Intructin; !ns4er all the *uestions listed 6elo4, i( 3ou have some di((icult3 doing the this sel( check, (eel (ree to ask 3our teacher (or clari(ications5 I2 Matc% c c&u$n = ! A +5 Client a5 !greement 63 service provider and client 05 Log 65 anking or rating customer pro6lem ;5 'riorit3 c5 elocating a pro6lem to higher level IT technician 15 %erv %ervic ice e Leve Levell !gre !greem emen entt ?%L! ?%L!@@ d5 'rim 'rimar ar3 3 supp suppor ortt prov provid ided ed (or (or re*u re*ues estt .5 Escalate e5 Ausiness, organi7ation or individual 4ho seek H5 First First Level Level suppor supportt suppor supportt (5 ecording client support re*uest g5 Initial support provided to a client h5 IT help desk pro(essional II2

Lit even even -?. i$*rtant 9i&& reuired reuired 4, a %e&* %e&* de9 IT *r"eina& *r"eina& t recrd c&ient u**rt reuire$ent

III2

:%at are are t%e $t c$$n u**rt reuet t%at t%at 0i&& 4e raied 4, t%e c&ient t IT %e&* de9@ -&it at &eat 5 *r4&e$ area.

IV2 IV2

Au Au$e $e ,u ,u are a %e&* %e&* de9 de9 IT *r" *r"e ei in na& a& 0%at 0%at are t%e t%e deta detai& i&  r date date ,u $ut recrd 0%en ,u receive c&ient6 u**rt reuet@ -&it at &eat 1B.

Nte; Sati"actr, rating ( !! *int a4ve  Unati"actr, Unati"actr, ' 4e&0 !! *int $ou can ask 3ou teacher (or the cop3 o( the correct ans4ers

La* Tet

+ractica& De$ntratin

Name)    Learning #uide First Edition

Date)  


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Time started)   

Time (inished)  

Intructin; $ou $ou are re*uired to per(orm the (ollo4ing individuall35 +rcedure; +5 !ssume that that 3ou are a help desk o((icer o((icer 05 Log the re*uest re*uest support support into the the data6ase data6ase 4hich can can 6e (ound in the EBam EBam Folder Folder in 3our desktop5 ;5 Include Include priorit3 priorit3 and and reason reason (or giving giving that that priorit3 priorit3 )irt Reuet; Detai&; The +st client 4hos name is Tere(e (rom the Ministr3 o( Education, !rat Jilo 4ith a contact num6er >+0;1.H<- call 3ou toda3 at +0 oclock and asking help (or net4ork server (ailur (ailure e he encoun encounter ter the pro6le pro6lem m 3este 3esterda rda3 3 at 1 ocloc oclock k so he canno cannott conne connect ct to the 4e6site5 Secnd Reuet; Detai&; The 0nd client 4hos name is Mispin (rom the ECA', Aole oad 4ith a contact num6er >+;<.H;1< send 3ou an email toda3 at ++ oclock re*uesting (or support o( upgrading his Micros Microso(t o(t O((ice O((ice 0; to 0< 0< he has has pro6le pro6lem m using using his Micros Microso(t o(t O((ice O((ice 0; since since 3esterda3 at ; oclock so he cannot t3pe his reports in Microso(t ord5 T%ird Reuet; Detai&; The ;rd client client 4hos 4hos name is %irac %irac (rom (rom the TVET !genc3 !genc3,, 'iasa 'iasa 4ith 4ith a contac contactt num6er >0-.H>1< send 3ou a (aB toda3 at H oclock re*uesting (or installation o( a ne4 processor5 processor5 "is computer is not 4orking since since 3esterda3 at . oclock so he he cannot use his computer5

)urt% Reuet; Detai&; The 1th client 4hos name is Melaku (rom the #TKET, Ca6ana 4ith a contact num6er >+>-HH-<< come personall3 to 3ou 3esterda3 at ++ oclock re*uesting (or support 6ecause he cannot print his pa3roll on net4ork printer since 3esterda3 at 0 oclock5 Line o( %upport Net4ork Technician 2 For Net4ork 'ro6lem Computer Technician 2 For Computer "ard4are and 'eripherals 'ro6lem %o(t4are Technician 2 For so(t4are Installation and upgrade • • •

NeBt line 2 support sta(( 4ith the name, da3 and time reporting (or 4ork5 Net4ork Engineer ?Tariku 2 %egno 2 0 oclock @ 2 For Net4ork 'ro6lem Computer Engineer ?"enuk 2 "amos 2 ; oclock@ 2 For Computer "ard4are "ard4are and 'eripherals 'ro6lem %o(t4are Engineer ?Ermias 2 Ero62 1 oclock@ 2 For so(t4are Installation and upgrade • •

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