Provide First Level Remote Help

Desk Support

LO3: Obtain client feedback

Mr. Techalew F.
techalewfantaye@gmai
l.com
Providing detailed client support for one problem
1. Determine the nature of the problem: Describe the problem in
your own words.
• Also describe what is lacking in terms of hardware, software,
training, etc.
2. Determine a solution to the problem: Research, determine and
then describe a possible solution to the problem.
• List in particular all the things required to solve the problem such as
new hardware, new software, training, new furniture and fittings,
etc. that may be required.
• It is strongly recommended that you discuss this with someone.
For
example, the IT support staff of this school have kindly agreed to 25
visit our classroom at least once each session. Incorporate worthy
suggestions into your solution design.
Providing detailed client support for one
problem…
3. Seek client approval: Discuss your suggested solution with your teacher or
appropriately skilled adult or at least one other student of this course and
seek their approval to go ahead with the solution (and suggestions if any were
made). Some feedback must be obtained and recorded under the heading of
"Client approval for solution".
4. Implement the solution: Research, determine and then describe the
implementation of your solution.
5. Documentation: Discuss with your teacher or appropriately skilled adult or
at least with one other student of this course and seek their suggestions and
advice on documentation needs of your client in the operation of the new
system you have installed. Produce this documentation. E.g. brief user
manual. 26
Providing detailed client support for one
problem…
6. Provide face-to-face instruction: Create a "lesson plan" with supporting material
to help you provide face-to-face instructions to a client, based on the documentation
created earlier. Conduct this "lesson" (tutorial) with a client, your client could be your
teacher or appropriately skilled adult or at least with one other student of this
course. Supporting material can come in many alternative forms and can contain one
or more of the following examples; hand out, PowerPoint presentation, summary
sheet, written activities to complete, practical activities to complete, tests, role play,
oral quiz, viewing a multimedia file, listening to a recording, playing a game based on
the topic covered, etc.
7. Seek client feedback and suggestions on improvements: Create a purpose built
feedback form with a small number of questions (multiple choice are simplest for
client) that asks for feedback on this face-to-face instruction. Give this feedback form
to your client after the face-to-face lesson, you may need to go over this form with 27
them or assist them to fill it out. Some feedback for the "lesson" conducted with your
client must be obtained and recorded via this feedback form and handed in as your
answer to this question.