50-154-702Service Desk Documentation
Course Information
Description
Provides instruction to IT Service Desk Technician Documentation skills. Apprentices perform communication and documentation skills related to incorporating information sources, writing procedures, maintaining a knowledge base, preparing reports, presenting oral reports, and developing ticketing skills.
This program developed under the WAGE$ grant 2017-18 in partnership with the WTCS and Wisconsin Department of Workforce Development – Bureau of Apprenticeship Standards.
Total Credits
1
Course Competencies
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Incorporate information sourcesAssessment StrategiesOral, Written and/or Skill AssessmentCriteriaapprentice identifies necessary internal resourcesapprentice identifies necessary external resourcesapprentice cites credible sourcesapprentice cites reliable sourcesapprentice cites valid sourcesapprentice sources are free of inappropriate biasapprentice sources include both primary and secondary researchapprentice sources are gathered, evaluated, selected, and documented logically, efficiently, and ethically
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Write a set of proceduresAssessment StrategiesOral, Written and/or Skill AssessmentCriteriaapprentice applies appropriate document design principlesapprentice produces grammatically correct documentationapprentice documentation is free of spelling errorsapprentice produces documentation in a timely mannerprocedures are unified, coherent, and accurateprocedures include ordered stepsprocedures include notes, cautions, and/or warningsprocedures makes effective use of definition and descriptionprocedures include appropriate graphicsprocedures represent the necessary goal
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Maintain a knowledge base of computer problems and solutionsAssessment StrategiesOral, Written and/or Skill AssessmentCriteriaapprentice searches knowledge base for existing documentationapprentice adds documents to knowledge basedocumentation follows criteria for written documentationdocumentation added in an organized mannerapprentice shares knowledge base documentation with othersapprentice uses existing knowledge base to aid problem solvingapprentice creates documentation appropriate for end user
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Apply the principles of teamwork to collaborative writingAssessment StrategiesOral, Written and/or Skill AssessmentCriteriaapprentice establishes collaborative written ground rules with teamapprentice creates self-assessment measures with teamapprentice identifies team roleapprentice adapts to different roles a team as neededapprentice collaborates with others to create written documentationapprentice uses problem solving tools and strategiesapprentice uses conflict resolution techniquesapprentice applies appropriate document design principles
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Prepare an informal reportAssessment StrategiesOral, Written and/or Skill AssessmentCriteriareport targets intended audiencereport is unified, coherent, and accuratereport reflects an appropriate tonereport incorporates respectable information sourcessources are crediblesources are reliablesources are validsources are free of inappropriate bias
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Present an oral reportAssessment StrategiesOral, Written and/or Skill AssessmentCriteriapresentation credits information taken from all sources whether paraphrased, summarized, or quoted verbatimpresentation exhibits effective delivery style and techniquespresentation applies the current conventions of Englishpresentation is unified, coherent, and accuratepresentation fits within the time allottedpresentation targets the audiencepresentation includes visual elements to enhance the presentation
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Demonstrate ticketing skillsAssessment StrategiesOral, Written and/or Skill AssessmentCriteriaapprentice reviews ticketing proceduresapprentice differentiates between internal and external responsesapprentice identifies correct customer contact informationapprentice clarifies customer issueapprentice captures time in task/billable timeapprentice documents customer issue clearlyapprentice documents follow-up and/or resolutionapprentice identifies integration of ticket with knowledge base documentation