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Examine the field of technical support and the role of supporting end-users
Assessment Strategies
Group Project
Criteria
Project includes a description of your skills, abilities, and interest areas
Project relates your specific skills and abilities to successful customer service
Project identifies at least three current jobs available in the technical support industry
Project includes an explanation of total cost of ownership criteria
You participate as a member of team
You work cooperatively to support common goals
You contribute to group with ideas, suggestions, and effort
You complete your own share of tasks necessary to complete a project
You empower team members by active listening and validating other’s contributions
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Troubleshoot computer problems
Assessment Strategies
Scenario Response, Written Product (Troubleshooting List)
Criteria
Define common support problems
Develop user analogies to increase troubleshooting skills
Identify questions to ask end users with computer problems
Determine what to listen for when working with customers
Build rapport with customers
Use active listening
Identify customer communication styles
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Analyze incident management and help desk operation
Assessment Strategies
Project, Skill Demonstration in simulated lab
Criteria
Use ticketing software to observe workflow patterns
Use ticketing software to create ticket, update ticket, resolve problem for user
Analyze call center patterns and predictions
Your work is documented per instructor specifications
Identify techniques to methodically solve incidents
Recognize when to take ownership of ongoing incidents
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Conduct end-user product evaluation and user needs assessments
Assessment Strategies
Research Project, Skill demonstration in simulated lab
Criteria
Project includes a total cost of ownership using actual calculations
Project references research used to inform the evaluation
Project evaluates a technology product
Project includes a Gantt chart developed using MS Project or MS Excel
You use a project management process with timelines, project scope, decision criteria and constraints
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Create a technical manual or document
Assessment Strategies
Written Exam, Written Report
Criteria
You use the writing process with at least one rough draft and peer review
Manual includes training support information
Manual includes step by step instructions of IT topic
Manual includes graphics to enhance description of the topic
Manual includes end of training assessment