Systems and Principles Unit Syllabus

Transcription

1 Systems n Priniples Unit Syllus Level 2 Customer support provision Septemer 2010 Version 5.0

2 Aout City & Guils City & Guils is the UK s leing provier of votionl qulifitions, offering over 500 wrs ross wie rnge of inustries, n progressing from entry level to the highest levels of professionl hievement. With over 8500 entres in 100 ountries, City & Guils is reognise y employers worlwie for proviing qulifitions tht offer proof of the skills they nee to get the jo one. City & Guils Group The City & Guils Group inlues City & Guils, ILM (the Institute of Leership & Mngement) whih provies mngement qulifitions, lerning mterils n memership servies, NPTC whih offers ln-se qulifitions n memership servies, n HAB (the Hospitlity Awring Boy). City & Guils lso mnges the Engineering Counil Exmintions on ehlf of the Engineering Counil. Equl opportunities City & Guils fully supports the priniple of equl opportunities n we re ommitte to stisfying this priniple in ll our tivities n pulishe mteril. A opy of our equl opportunities poliy sttement Aess to ssessment n qulifitions is ville on the City & Guils wesite. Copyright The ontent of this oument is, unless otherwise inite, The City n Guils of Lonon Institute 2010 n my not e opie, reproue or istriute without prior written onsent. However, pprove City & Guils entres n lerners stuying for City & Guils qulifitions my photoopy this oument free of hrge n/or inlue loke PDF version of it on entre intrnets on the following onitions: entre stff my opy the mteril only for the purpose of tehing lerners working towrs City & Guils qulifition, or for internl ministrtion purposes lerners my opy the mteril only for their own use when working towrs City & Guils qulifition the Stnr Copying Conitions on the City & Guils wesite. Plese note: Ntionl Ouptionl Stnrs re not The City n Guils of Lonon Institute. Plese hek the onitions upon whih they my e opie with the relevnt Setor Skills Counil. Pulitions City & Guils pulitions re ville on the City & Guils wesite or from our Pulitions Sles eprtment t the ress elow or y telephoning +44 (0) or fxing +44 (0) Every effort hs een me to ensure tht the informtion ontine in this pulition is true n orret t the time of going to press. However, City & Guils prouts n servies re sujet to ontinuous evelopment n improvement n the right is reserve to hnge prouts n servies from time to time. City & Guils nnot ept liility for loss or mge rising from the use of informtion in this pulition. City & Guils 1 Giltspur Street Lonon EC1A 9DD T +44 (0) (Centres) T +44 (0) (Lerners) F +44 (0) enquiry@itynguils.om

3 Contents Unit 001 Customer support provision 2 Syllus Overview 2 Outome 1 Provie tehnil informtion n support in response to ustomer requirements 3 Outome 2 Ientify potentil improvements in the ustomers use of resoures 6 Outome 3 Assist in reviews to ientify how utomte proeures my improve ustomers use of resoures 7 Outome 4 Crete routine utomte proeures n ssist in the retion of omplex utomte proeures 9 Unit reor sheet 12 Systems n Priniples Unit Syllus Level 2 Customer support provision

4 Unit 001 Customer support provision 2 Syllus Overview Rtionle This unit will enle nites to provie routine ustomer support to rnge of ICT users. Cnites will evelop eeper unerstning of the support nees of ICT ustomers n the uties of n ICT tehniin. They will lso evelop prtil skills to meet ustomer nees y using ifferent methos n tehniques. Throughout this unit, emphsis is rwn upon eveloping nites ttitue towrs improving ustomer re for suessful usiness. Lerning outomes There re four outomes to this unit. The nite will e le to: Provie tehnil informtion n support in response to ustomer requirements Ientify potentil improvements in the ustomers use of resoures Assist in reviews to ientify how utomte proeures my improve ustomers use of resoures Crete routine utomte proeures n ssist in the retion of omplex utomte proeures Guie lerning hours It is reommene tht 60 hours shoul e llote for this unit. This my e on full time or prt time sis. Connetions with other qulifitions This unit ontriutes towrs the knowlege n unerstning require for the following qulifitions: Assessment n gring Assessment will e y mens of set ssignment overing oth prtil tivities n unerpinning knowlege. 2 Systems n Priniples Unit Syllus Level 2 Customer support provision

5 Unit 001 Customer support provision 2 Outome 1 Provie tehnil informtion n support in response to ustomer requirements Prtil tivities The nite will e le to: 1 gther ustomer support requirements user trining user hints n tips oumenttion lotion of tehnil informtion hrwre nees e softwre nees f response time 2 reor/log etils of ustomer requirements eg ll logging softwre support log ustomer prolem e ignosis f te/time of prolem reporte g resolution/outome 3 gther informtion from rnge of soures written mterils eg mnuls, mnufturers oumenttion, proeures, ooks, guies n notes, tehnil logs on-line resoures eg help files, mnufturers wesites, CD, DVD, lirries, eletroni mei, forums others eg ollegues, speilists, prtitioners or mnufturers, telephone helplines 4 provie tehnil support in response to ustomer requirements using the following methos written eg notes, emil, mnul prtil emonstrtion verl eg over the telephone, fe to fe 5 reor/log outome of response to ustomer 6 eslte unresolve requests for tehnil support to suitle person(s). Systems n Priniples Unit Syllus Level 2 Customer support provision

6 Unerpinning knowlege The nite will e le to: 1 esrie the importne of responing to ustomer s request in prompt n professionl mnner 2 esrie how to verify tht inient requests re vli 3 ientify the key fetures of Servie Level Agreement (SLA) eg servie tlogue/portfolio opertion hours servie levels 4 ientify soures of tehnil support informtion eg e f g h j k l m n p mnuls mnufturers oumenttion n wesites ooks proeures guies n notes help files CD-ROMS DVD-ROMs lirries eletroni mei ulletin ors ollegues speilists prtitioners n mnufturers telephone helplines 5 ientify ifferent methos of proviing tehnil support n when eh shoul e use, eg verl written prtil 6 ientify vntges n isvntges of ifferent methos of ommunition with ustomers written prtil verl 7 esrie the resons for reoring/logging ustomer requirements for tehnil support n the outomes, eg e monitoring system trens ientifying potentil filures ientifying user trining nees ientifying wek/unrelile res in the system ientifying potentil improvements 4 Systems n Priniples Unit Syllus Level 2 Customer support provision

7 Unerpinning knowlege ontinue 8 ientify the esltion proess for unresolve requests, eg supervisor experiene ollegue line mnger 9 esrie the importne of upting ustomers on the progress of servie requests 10 esrie relevnt helth n sfety regultions whih my ffet the response to ustomer request helth n sfety t omputer misuse t t protetion t 11 esrie how tehnil support my e onstrine y helth n sfety onsiertions 12 esrie pplitions use for tehnil support, eg e emil ll logging tse ustomer reltionship mngement (CRM) remote system ess instnt messging 13 ientify how vnes in tehnology ffet the provision of ustomer support eg fster n lrger memory smller physil size of omponents. Systems n Priniples Unit Syllus Level 2 Customer support provision

8 Unit 001 Customer support provision 2 Outome 2 Ientify potentil improvements in the ustomers use of resoures Prtil tivities The nite will e le to: 1 prepre urte reors of existing hrwre resoures omplete systems peripherls eg snners, printers, wem network onnetion onsumles eg printing pper, toner, rtriges, isks (CD, DVD) 2 prepre urte reors of existing softwre resoures operting systems instlle pplitions or omponents instlle speilise (espoke) softwre utilities 3 gther informtion on ustomers use of existing resoures e f questionnires user logs support logs reors event or uit logs ess logs 4 provie rief written summry, or rief written notes, ontining reommentions on tions to tke to improve the ustomer s use of resoures. Unerpinning knowlege The nite will e le to: 1 ientify ifferent methos of gthering n reoring informtion, eg questioning using open n lose questions using questionnires photoopying neessry ouments pper-se logs e prouing printouts of logs. 6 Systems n Priniples Unit Syllus Level 2 Customer support provision

9 Unit 001 Customer support provision 2 Outome 3 Assist in reviews to ientify how utomte proeures my improve ustomers use of resoures Prtil tivities The nite will e le to: 1 ientify ustomers frequently performe tsks, eg k-up t trnsfer virus sn/spywre n mlwre removl emil onfigurtion n sen/reeive e isk mintenne f uto-run pplitions g upte softwre/pply softwre pthes 2 gther informtion to ientify potentil utomte proeures, eg set up new styles simple mro utton utomte spelling orretions e sheule t trnsfers f utomte emil sen n reeive g utomte k-up h utomte isk mintenne 3 mke reommentions on whih proeures shoul e utomte. Systems n Priniples Unit Syllus Level 2 Customer support provision

10 Unerpinning knowlege The nite will e le to: 1 stte the resons for ientifying ustomer s frequently performe tsks, to etermine the potentil for utomte proeures 2 ientify wys in whih utomte proeures my improve ustomers use of ICT 3 esrie the funtion of utomte proeures s series of opertions/tions whih n e initite n ontrolle y numer of smller tions, eg key strokes utton pressing menu seletion mros initite y i key stroke sequene ii rio uttons iii menu seletors e sheule proeures i mintenne ii emil sen/reeive iii k-up. 8 Systems n Priniples Unit Syllus Level 2 Customer support provision

11 Unit 001 Customer support provision 2 Outome 4 Crete routine utomte proeures n ssist in the retion of omplex utomte proeures Prtil tivities The nite will e le to: 1 omplete routine utomte proeures, eg e f g time k ups time t trnsfer sheule virus sn/spywre sn sheule mintenne eg i ii isk snning efrgmenttion shortuts n hyperlinks uto-run pplitions uttons to menu r 2 selet n use more omplex utomte proeures (eg log in/log on sripts, mros, utomte emil servies et) following n gree pre-prepre pln oument ny relevnt, existing system onfigurtion onfigure the system to inorporte the new proeure 3 hek tht utomte proeures perform require funtion 4 rry out testing of prts of more omplex utomte proeures following n gree pln 5 reor etils of the utomte proeures rete. Systems n Priniples Unit Syllus Level 2 Customer support provision

12 Unerpinning knowlege The nite will e le to: 1 esrie the enefits of routine utomte proeures e reliility onsisteny ontingeny effiieny effetiveness 2 esrie ommon test methos for utomte proeures, eg just timer for immeite tivtion n monitor exeution of routines mnully input trigger onitions n monitor exeution of routines 3 ientify types of routine n omplex utomte proeures eg systems n usiness proesses routine eg i ii iii iv v vi vii omplex eg i ii iii iv v vi uto k-up uto t trnsfer mintenne routines (efrgmenttion, virus sn, et) shortuts uto-run pplitions spelling orretions utton to menu r log in/log on sripts th files mros utomte emil servies templtes forms. 10 Systems n Priniples Unit Syllus Level 2 Customer support provision

13 Unit reor sheet Use this form to trk your progress through this unit. Tik the oxes when you hve overe eh outome. When they re ll tike, you re rey to e ssesse. Outome Dte 1 Provie tehnil informtion n support in response to ustomer requirements 2 Ientify potentil improvements in the ustomers use of resoures 3 Assist in reviews to ientify how utomte proeures my improve ustomers use of resoures 4 Crete routine utomte proeures n ssist in the retion of omplex utomte proeures Cnite Signture Dte City & Guils Registrtion Numer Qulity nominee (if smple) Dte Assessor Signture Dte Externl Verifier Signture (if smple) Dte Centre Nme Centre Numer Systems n Priniples Unit Syllus Level 2 Customer support provision

14 Pulishe y City & Guils 1 Giltspur Street Lonon EC1A 9DD T +44 (0) F +44 (0) City & Guils is registere hrity estlishe to promote eution n trining 12 Systems n Priniples Unit Syllus Level 2 Customer support provision