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.