icat3025a - run standard diagnostic tests information and communications technology (ica05)
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ICAT3025A - Run standard diagnostic tests
Information and Communications Technology (ICA05)
Provide advice to clients
Analyse client support issues Provide advice on software,
hardware or network Obtain client feedback
Analyse client support issues
Check for new problems logged by client
Check previous logs for similar problems or requests from client
Investigate and document the support issues affecting the client
Notify client of the results of investigation and provide advice and support on findings
Obtain client feedback and make changes
Provide advice on software, hardware or network
Confirm software, hardware or network requirements with client
Investigate and document a solution Document additional requirements discovered in the
investigation and refer them to the client Obtain approval from the client to implement the
solution Investigate and document the amount of technical
support the client may require Discuss and agree the level of technical support
identified with the client Arrange a time with the client when support will take
place Provide technical support as part of group or one-to-
one instruction to the client Provide manuals and help documentation to the client
Obtain client feedback
Create an appropriate evaluation or feedback form or other mechanism to gather feedback about the solution and support provided
Provide client with instructions on how to complete the form or use other means of providing feedback
Provide client with instructions on how to complete the form or use other means of providing feedback
Distribute the evaluation or feedback to the client
Review the feedback from the client to identify areas for improvement
Key Terms and Concepts
acceptable timeframes advanced features and functions of software advice and support approval policies and procedures audit trails basic features and functions of operating
system benefits and limitations of solutions benefits of client feedback benefits of good customer service client feedback client needs analysis/assessment client support issues constraints contract and service agreements with
vendors details to be documented features of different types of hardware good customer service interaction with client internal and external clients investigation investigation methods known solutions to predictable problems log
acceptable timeframes macros and templates manuals and help documentation methods to obtain client feedback naming standards paper-based and electronic records personal attributes problem-solving report writing research skills review client feedback security and network guidelines and
procedures sources of information standards for workplace documentation technical information technical support tracking process verbal and non-verbal communication version control.
Client a client is anyone who needs your assistance;
your client could be external (someone from outside your organisation) or internal (someone from inside your organisation)
Customer service assistance provided by an organisation to the
people who buy or use its products or services
Client-focused organisation
Benefits : promotes goodwill client loyalty/repeat business new business productivity credibility promoting company/organisation
service ethic.
Client-focused ICT Staff
Are : sincere confident enthusiastic efficient interested in other people.
Client-focused ICT StaffWill document: client contact details a description of the problem progress of each task actions taken (both successful and
unsuccessful) to answer enquiry fulfil request solve the problem
Keep an up-to-date list of outstanding or urgent tasks.
Good customer service knowledge of company/organisation
product/ service policies use language that is targeted to the
specific customer present a friendly and courteous manner use positive gestures and body language ensure prompt response to enquiry/request adopt a solutions-oriented approach follow-up to maximise customer
satisfaction.
Service level agreement (SLA)
a written document that details the services a company will provide to a customer, the customer’s responsibilities and how the service performed will be measured (eg what a response time will be)
Organisational guidelines the policies or procedures that are used to
correctly perform a specific activity or operation within an organisation
Methods to investigate the support issue
interview the client using open, closed and reflective questions combined with active listening
on-site observation/examination questionnaire focus group contacting vendor/maintenance
organisation existing documentation
Constraints that apply to provision of advice/support
cost time available business policies and practices staff skills and training requirements room or building geometry.
Sources of possible solutions colleagues company/organisation policies and manuals consultants suppliers personal/professional contacts ICT industry publications trade shows the internet technical manuals help documentation.
Process for developing solutions
analyse client requirements design solutions discuss solutions with the client and
choose a solution create and test solution demonstrate solution to client refine the solution document the solution.
Types of solutions
hardware upgrades new
software upgrades new
user training implementing a whole new system.
First level support
Refers to the initial support offered to a customer by a help desk operator; in this initial point of contact, the officer determines the nature of the call and will try to solve the problem if it is straightforward; support organisations usually have quite clear outlines of what constitutes first level support
Technical support
Technical support can take many forms; installation of hardware or software documentation of hardware technical
specifications help documents for software
Escalation
Transferring a help desk call that cannot be resolved to personnel at a higher level such as an IT specialist or IT manager
Ticket
a term for a job currently logged
Knowledge base a knowledge base contains knowledge on how to
solve specific problems – often an online database or website the customer support officer refers to.
Feedback
learner communicating to the instructor on whether the training meets their needs/expectations; instructor communicating to the learner on whether their progress has met the training/learning objectives
Value of client feedback
improving business relationships identifying and overcoming existing
problems eliminating entrenched work practices improving productivity enhancing output quality future development of the
company/organisation.
Methods to obtain client feedback
questionnaire paper electronic
interview focus group.
When designing feedback
use of language targeted to client plain English minimising technical/industry jargon
questioning technique open, closed and/or reflective avoiding bias/leading questions
opportunity for ‘free-response’.
Methods to distribute/enable feedback
written mail electronic mail internet/intranet facsimile
verbal telephone one-on-one meeting.
Types of feedback
positive negative constructive.
Reporting feedback to appropriate person
supervisor/team leader management vendor supplier trainer colleagues.
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