Ethiopian TVET-System

HARDWARE AND NETWORK SERVICING

Level III

LEARNING GUIDE

Unit of Competence: Providing First Level Remote Help Desk Support

Module Title: Providing First Level Remote Help Desk Support

Introduction LO1- Analyze client support issues

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This learning guide is developed to provide you the necessary information regarding the following
content coverage and topics –
Help desk
Support Logbook

Information Sheet # 1 Help Desk

What is a help desk?

A help desk is a resource designed to provide end users with information and assistance regarding
problems with computers and other devices or software.

A help desk is an information and assistance resource that troubleshoots problems with computers or
other products.

A Help Desk is a resource designed for IT and other users to contact when they are having problems
with their IT and other services.  Help Desks institute have a multi-tiered trouble shooting approach by
having personnel with extensive technical knowledge available.

Implementation of this multi-tiered support varies widely within companies.  In one company it may be
one person with a wealth of knowledge carrying a cell phone.  In another company it may be several
people who perform some of the support in house and several people from another company that are
contracted for additional support.  In another company it may be a multitude of people within their own
company performing all levels of support.

Many corporations provide help desks for the use of their customers, offering support services via
Internet or phone. Often, companies provide help desk services to their employees as well. In some
cases, both customers and employees use the same help desk to obtain assistance, while in others
separate support services are used.

What standards should be implemented by a best practices Help Desk?

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The most strategic method of implementing a Help Desk is to follow Information Technology
Infrastructure Library (ITIL) best practices.  An ITIL best practices Help Desk must include:

 Single point of contact (SPOC) for IT interruptions

 Computer or Software consultations
 Tracking capabilities of all incoming problems
 Problem escalation procedures
 Problem resolution

There are many software applications to support the help desk function. Some target the enterprise level help
desk and some target departmental needs.

Function of helpdesk

 It provides a single point of contact for users to receive help on computer or other issues.
 It manages its requests via help desk software

Information gained in areas such as technical problems, user preferences and satisfaction can be valuable for use
in planning and preparation for other units in information technology.

Information Sheet # 2 Support logbook

Log book: is a simple method of keeping track of the manufacturing or other process.

Advantages:
1. It allows the manufacturer to list every stage of making a product.
2. Logbooks are essential when a prototype is being made as it records all the manufacturing
problems and suggested solutions. This means that improvements can be made to the
manufacturing process. The product can then be manufactured on a large scale.
3. During full scale manufacturing, problems/improvements are often discovered. If they are
noted/listed in a logbook the manufacturing process can be changed or updated. This may
include suggestions regarding saving manufacturing time which may lead to reducing costs so
that the product is cheaper for the customer to buy. The logbook may suggest changing the way
tools and equipment are used. A simple improvement to the way a product is manufactured may
lift the overall quality of the finished product, attracting more customers.
4. A good manufacturing log will outline every stage of making the product. This means if the
product is designed in one country (e.g. the UK) and manufactured in another country (e.g.
China), the manufacturing workers will be able to follow the logbook and manufacture the
product with few problems.
5. A logbook incorporates quality control procedures which means that the product is constantly
checked during its manufacture. This should ensure that the finished item is manufactured to a
high standard.
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 6. Keeping a logbook ensures that the workforce is fully engaged and feel valued. Often it is the
workers on the production line that have to deal with manufacturing problems and find solutions
quickly. Management often reward workers for good suggestions regarding improving the
manufacturing process and consequently the overall quality of the final product improves.
7. A logbook plays a significant part in keeping a factory efficient, productive and competitive. If
a factory is not able to compete with a rival factory manufacturing the same product, it will
eventually become unprofitable and shut.

The five important things that should be included in a Helpdesk Support logbook

1. Problem
2. Solution
3. Who see the problem
4. Time and date 5.Source of the problem

Self check # 1 Written test

1. What is a helpdesk? Explain in brief.
2. What are the helpdesk standards implemented?
3. Identify the major functions of helpdesk.
4. Explain what logbook/support logbook is.
5. Identify the five important things that should be included in support logbook.

Introduction LO2- providing support and support log

Create software Support log using a spreadsheet or a database.

A support log can be created using different software, spreadsheet table or databases are some of the
simplest and most commonly used software.

 If a spreadsheet is used it should look something like the table shown below and in addition
to the logical data validation and formatting of appropriate cells, it should use a filter on the
"Topic area" column to enable a quick look up by other support desk operators on topics to
see how similar problems were dealt with before.

 If a database is used you should use fields similar to the items shown in the table below.
Only create the table with appropriate data validation, data validation text messages, text
length and other appropriate field settings in the database. It should also contain at least ONE

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 query to display all entries of a particular "Topic" to enable a quick look up by other support
desk operators.
 
Support Logbook
Log Date- Name Address Problem Department Priority Advice Action Date-Time Client
ID Time of of determined offered taken issue Feedback
logged client client resolved
                 
                 

Document requests for support by clients in to the support logbook

Determine client identity

Client identity: an identity you assign for your clients. It enables you to identify your clients and
previous data on your logbook. This will help you to refer previous records (what requests you received
& what actions you take) easily. Therefore, when you record requests you have to assign/determine
identity to your client. Note: your client ID (identity) should be unique for each of your clients

Determine the problem

When you receive a request, you have to collect full information about the request (problem). To solve
a problem, first you have to identify what really the problem or case requested is. To do so, try to
collect the necessary information from your client. For example, the causes, time, symptom, etc.

Record client details, time of request, quick & concise identification of problem
Listed below are four different requests for help received by request form, by telephone and in person.
Record each into your Support Logbook

L01 by request form: Its 9:00 am and Kalkidan Moges from accounts department is not able to
print over the network. She asks if you can show her how to install a network printer on a
network. Reports from her department need to be printed out next week.
L02 by telephone: Its 9:00 am and Faris Aman in the finance department has found Spider
solitaire (game) failed. He is in hurry to play game.
L03 by request form: Its 10:00 am and Ekram wants to know how to add password protection to
some word processor documents to be sent to someone over the internet. These documents
have to be sent before the end of business hours today.
L04 in person: Its 1:00 pm and Tomas Gemechu client wants to know how to transfer pictures
from a digital camera into a computer. He needs to do this before the end of the today as the
camera needs to be passed onto someone else tonight.

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Record priority of support to be given to clients and notify client
Give priority to the problems recorded based on emergency/criticality, time, type of problem, etc. it
helps you which should be done first, second, etc
Provide support to clients
After you receive request from your clients and record on your support logbook, it is time to provide
solution for each problem.
Document support given to client
Every time you provide support to your clients, you should record your best practice this record is
known as Documentation. Documentation is used to make the technical know-how and product history
available. Record each step or procedure of best practice you follow in providing support.
Obtain feedback from client on support given and update records accordingly
You have to collect feedback from your clients how your client is satisfied on your support.

Self check # 1 Written test

 
1. Design an appropriate support logbook using MS-Excel and MS-Access.
2. Document at least 3 requests on your logbook.
Providing detailed client support for one problem

3.1 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

3.3 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 visit our classroom at least once each session. Incorporate worthy
suggestions into your solution design.
3.4 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".
3.5 Implement the solution: Research, determine and then describe the implementation of your
solution.
3.6 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. Eg
brief user manual.
3.7 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
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 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, etc.
3.8 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 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.