Module Descriptors
IT USER SUPPORT
COIS50553
Key Facts
Faculty of Computing, Engineering and Sciences
Level 5
15 credits
Hours of Study
Scheduled Learning and Teaching Activities: 36
Independent Study Hours: 114
Total Learning Hours: 150
Assessment
- PORTFOLIO weighted at 70%
- CLASS-TEST weighted at 30%
Module Details
Module Learning Strategies
Students will gain practical problem solving skills covering a wide range of IT problems. Students will be able to configure a computer system to local users? needs. The will also acquire communication skills as this an essential foundation for effective IT user support
Lectures discursive content will supported by role-play and practical sessions in the lab. Students will investigate the latest IT user support issues using the Internet.
Lectures (1:n)1hour /Tutorials (1:n)2 hours per week
Lectures discursive content will supported by role-play and practical sessions in the lab. Students will investigate the latest IT user support issues using the Internet.
Lectures (1:n)1hour /Tutorials (1:n)2 hours per week
Module Additional Assessment Details
100% ICA
70% portfolio coursework max 5000 words
The portfolio represents a log of activities undertaken each week by the individual during contact time and in their own learning time.
30% class test
70% portfolio coursework max 5000 words
The portfolio represents a log of activities undertaken each week by the individual during contact time and in their own learning time.
30% class test
Module Indicative Content
Customer Relationship Management - definition and the role of the helpdesk/nature and background of help desk. Help desk processes and procedures.
* E-Support and the Internet
* Contrasting the Call Centre and the Helpdesk
* first, second and third line support
* Operational Level Agreements
* Strategies for backlog management
* Telephone technologies in user support
Technical writing and documentation. Help desk resources, security, user training. Information techniques and tools. Help desk metrics and health and safety issues. The future of help desk support.
* E-Support and the Internet
* Contrasting the Call Centre and the Helpdesk
* first, second and third line support
* Operational Level Agreements
* Strategies for backlog management
* Telephone technologies in user support
Technical writing and documentation. Help desk resources, security, user training. Information techniques and tools. Help desk metrics and health and safety issues. The future of help desk support.
Module Special Admissions Requirements
None
Module Resources
Microsoft Office or equivalent software with manuals
Microsoft Internet Explorer
Microsoft Internet Explorer
Module Texts
Beisse, F (1999), A Guide to Computer User Support, Course Technology
Bruton, N (1997), How to Manage the I.T. Helpdesk, Butterworth Heinemann
Czegel, B. (1998), Running an Effective Help Desk, Wiley
Bruton, N (1997), How to Manage the I.T. Helpdesk, Butterworth Heinemann
Czegel, B. (1998), Running an Effective Help Desk, Wiley