.

RIFT VALLEY UNIVERSITY

Hardware and Network

Service
NTQF Level III

Unit of Competence: Provide First

Level Remote Help Desk
Support
Module Title: Provide First
Level Remote Help Desk
Support
LG Code: EIS HNS3 M09 L02-33
TTLM Code: ICT HNS3 TTLM 0517v1
 LO 1: Analyze client
support issues

Instruction Sheet Learning Guide #33

This learning guide is developed to provide you the necessary information regarding
the following content coverage and topics –
 Confirming software, hardware or network requirements
 Investigating and documenting solution for the hardware and software
problems
 Documenting additional requirements of investigation
 Obtaining approval from client
 Investigating and documenting amount of technical support
 Discussing and agreeing level of technical support
 Arranging time with client
 Providing technical support
 Providing manuals and help documentation

This guide will also assist you to attain the learning outcome stated in the cover
page. Specifically, upon completion of this Learning Guide, you will be able to –
 Software, hardware or network requirements with clients are confirmed
 Solution for the hardware and software problems are investigated and
documented
 Additional requirements discovered in the investigation and refer them
to the clients are documented
 Approval from the client to implement the solutions are obtained
 Amount of technical support the client may require are investigated and
documented
 Level of technical support identified with the client are discussed
and agreed
 Time with the client when support will take place is arranged
 Technical support as part of group or one-to-one instruction to the
client is provided
 Manuals and help documentation to the clients are provided

Learning Instructions:
1. Read the specific objectives of this Learning Guide.
2. Follow the instructions described in number 3 to 13.
3. Read the information written in the “Information Sheets 1”. Try to understand
what are being discussed. Ask you teacher for assistance if you have hard time
understanding them.
4. Accomplish the “Self-check 1” in page _4_.
5. Ask from your teacher the key to correction (key answers) or you can request
your teacher to correct your work. (You are to get the key answer only after you
finished answering the Self-check 1).
6. If you earned a satisfactory evaluation proceed to “Information Sheet 2”.
However, if your rating is unsatisfactory, see your teacher for further instructions
or go back to Learning Activity #2.
7. Submit your accomplished Self-check. This will form part of your training
portfolio.
8. Read the information written in the “Information Sheet 2”. Try to understand what
are being discussed. Ask you teacher for assistance if you have hard time
understanding them.
9. Accomplish the “Self-check 2” in page _8_.
10. Ask from your teacher the key to correction (key answers) or you can request
your teacher to correct your work. (You are to get the key answer only after you
finished answering the Self-check 2).
11. If you earned a satisfactory evaluation proceed to “Operation Sheet 1” in page
10. However, if your rating is unsatisfactory, see your teacher for further
instructions or go back to Learning Activity #6.
12. Read the “Operation Sheet 1” and try to understand the procedures discussed.
13. Do the “LAP test” in page _11_ (if you are ready). Request your teacher to
evaluate your performance and outputs. Your teacher will give you feedback and
the evaluation will be either satisfactory or unsatisfactory. If unsatisfactory, your
teacher shall advice you on additional work. But if satisfactory you can proceed to
Learning Guide #33.
 Confirming software, hardware or network
Information Sheet-1
requirements

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 query to display all
entries of a particular "Topic" to enable a quick look up by other support
desk operators.

Support Logbook

Lo Date- Nam Addr Problem Departme Priorit Advic Actio Date-Time Client
g ID Time e of ess determin nt y e n issue Feedbac
logged clien of ed offere take resolved k
t client d n
 Self-Check 1 Written Test

Directions: Answer all the questions listed below. Use the Answer sheet provided
in the next page:

1. Explain the log support can be created using different software? (2 points)
Note: Satisfactory rating - 20 points Unsatisfactory - below 20 points
You can ask you teacher for the copy of the correct answers.

Answer Sheet Score = ___________

Rating: ____________

Name: _________________________ Date: _______________

Short Answer Questions

1. ________________________________________________________________

________________________________________________________________

________________________________________________________________

________________________________________________________________

________________________________________________________________

________________________________________________________________

________________________________________________________________

________________________________________________________________

________________________________________________________________
 Investigating and documenting amount of
Information Sheet 2
technical support

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 7:40 am and Roman Ayalew 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 7:40 am and Dawit Solomon in the finance department
has found Spider solitaire (game) failed. He is in hurry to play game.
L03 by request form: Its 9:00 am and Mary 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 Tolera 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.

Record priority of support to be given to clients and notify client

Give priority to the problems recorded based on emergency, 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 re cord 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 2 Written Test

Instructions: Answer all the questions listed below. Illustrations may be necessary
to aid some explanations/answers. Write your answers in the sheet
provided in the next page.

1. Write and Explain Determine client identity ? (3. points)

Note: Satisfactory rating - 25 points Unsatisfactory - below 25 points

You can ask you teacher for the copy of the correct answers.

Learning Guide for ICT HNS Level III Date: May, 2017
Page 8 of 15
Version: 1 Revision: 0 Author: E/I/Polytechnic College(Dire Dawa) ICT Sector
 Answer Sheet Score = ___________
Rating: ____________

Name: _________________________ Date: _______________

Short Answer Questions

1. ________________________________________________________________

________________________________________________________________

________________________________________________________________

________________________________________________________________

________________________________________________________________

________________________________________________________________

________________________________________________________________

________________________________________________________________

Learning Guide for ICT HNS Level III Date: May, 2017
Page 9 of 15
Version: 1 Revision: 0 Author: E/I/Polytechnic College(Dire Dawa) ICT Sector
 Operation Sheet 1 Procedures in gathering methods

you should prepare the client's requirement based on the organizational standard.
But you must include the following steps you should take when determining data
gathering method:

 Interview

 Research

 Questionary

 Brainstorming

Learning Guide for ICT HNS Level III Date: May, 2017
Page 10 of 15
Version: 1 Revision: 0 Author: E/I/Polytechnic College(Dire Dawa) ICT Sector
 LAP Test Practical Demonstration

Name: _____________________________ Date: ________________

Time started: ________________________ Time finished: ________________

Instructions: Given necessary templates, workshop, tools and materials you are
required to perform the following tasks within 3 hours.

Task 1: Clean the given tools and equipment.

Task 2: Using the given template, list the different wastes produced and
accumulated in a particular technology area, then identify whether these are
for composting, recycling or disposal.
Task 3: Using the given template, prepare a housekeeping schedule for the specific
area in the workshop. In preparing the housekeeping schedule -
- identify the:
● person -in-charge
● technology workshop
● work station
- consider the:
● workplace procedures and standards (work area)
● frequency of maintenance activities
Task 4: Using a given template, list the different wastes produced and accumulated
in a particular technology area, then identify whether these are for
composting, recycling or disposal.

Task 5: Perform the 5S in the assigned workshop:

Learning Guide for ICT HNS Level III Date: May, 2017
Page 11 of 15
Version: 1 Revision: 0 Author: E/I/Polytechnic College(Dire Dawa) ICT Sector
 List of Reference Materials

Learning Guide for ICT HNS Level III Date: May, 2017
Page 12 of 15
Version: 1 Revision: 0 Author: E/I/Polytechnic College(Dire Dawa) ICT Sector
TTLM Development Manual Date: January 2012
Page 13 of 113
Revision: 2 Author: ecbp/MoE – TVET Outcome Based Training Core Process