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Demonstrate IT Service Desk research skills
Assessment Strategies
Oral, Written and/or Skill Assessment
Criteria
apprentice identifies internal resources
apprentice identifies external resources
apprentice identifies customer-based resources
apprentice follows appropriate research procedures
apprentice analyzes validity of researched information
apprentice summarizes researched information
apprentice uses researched information ethically
apprentice documents researched information
apprentice cites source of information
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Demonstrate IT Service Desk troubleshooting skills
Assessment Strategies
Oral, Written and/or Skill Assessment
Criteria
apprentice asks appropriate questions to define problem
apprentice formulates theory of issue
apprentice clarifies issue with customer
apprentice accesses available resources
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Investigate various IT Service Desk operations
Assessment Strategies
Oral, Written and/or Skill Assessment
Criteria
apprentice identifies service desk industry trends
apprentice compares and contrasts trends in different industries
apprentice analyzes operational procedures
apprentice identifies levels of support
apprentice identifies available hardware tools
apprentice identifies available software tools
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Create a support utility kit
Assessment Strategies
Oral, Written and/or Skill Assessment
Criteria
apprentice identifies ticketing systems
apprentice identifies knowledge base systems
apprentice identifies external/3rd party resources (i.e. internet, etc.)
apprentice verifies reliability of external resource
apprentice identifies if the resource is appropriate for the particular business/customer/situation
apprentice manages resources in personal utility kit
apprentice shares external/3rd party resources with organization
apprentice selects appropriate tool for job
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Correct incorrect information
Assessment Strategies
Oral, Written and/or Skill Assessment
Criteria
apprentice identifies incorrect information
apprentice determines impact of incorrect information
apprentice determines those impacted by the incorrect information
apprentice identifies correct information
apprentice notifies appropriate parties about the incorrect information in a timely manner
apprentice updates personal utility kit with correct information, if impacted
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Correct personal mistakes
Assessment Strategies
Oral, Written and/or Skill Assessment
Criteria
apprentice identifies incorrect information or a mistake
apprentice determines scope of mistake
apprentice determines those impacted by mistake
apprentice identifies resolution to the mistake
apprentice takes responsibility for mistake
apprentice maintains a calm demeanor
apprentice notifies appropriate parties about the mistake in a timely manner
apprentice implements resolution, if authorized
apprentice updates personal utility kit with resources to avoid repeat mistake
apprentice accepts constructive feedback