IIE Learn Module Outline HELP5111/d/p

Help Desk
HELP5111/d/p
MODULE OUTLINE 2023
(First Edition: 2016)

This guide enjoys copyright under the Berne Convention. In terms of the Copyright Act, no 98
of 1978, no part of this manual may be reproduced or transmitted in any form or by any means,
electronic or mechanical, including photocopying, recording or by any other information
storage and retrieval system without permission in writing from the proprietor.

The Independent Institute of Education (Pty) Ltd is registered with the

Department of Higher Education and Training as a private higher education
institution under the Higher Education Act, 1997 (reg. no. 2007/HE07/002).
Company registration number: 1987/004754/07.

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Table of Contents
Introduction ............................................................................................................................... 3
Using this Module Outline .......................................................................................................... 4
This Module on Learn ................................................................................................................. 5
Icons Used in this Document and on Learn ................................................................................ 6
Module Resources ...................................................................................................................... 8
Module Purpose ......................................................................................................................... 9
Module Outcomes ...................................................................................................................... 9
Assessments ............................................................................................................................. 10
Module Pacer ........................................................................................................................... 11
Glossary of Key Terms for this Module .................................................................................... 27

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Introduction
Welcome to Help Desk. We hope that you will find the process of engaging with this material
to be exciting and challenging. This module is designed to provide an overview of various topics
relevant to the service desk industry. An in-depth understanding of topics such as people,
processes, technology and information is provided together with an understanding of how they
are integrated in the workplace.

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Using this Module Outline

This module outline has been developed to support your learning. Please note that the content
of this module is on Learn as well as in the prescribed material. You will not succeed in this
module if you focus on this document alone.

• This document does not reflect all the content on Learn, the links to difference resources,
nor the specific instructions for the group and individual activities.
• Your lecturer will decide when activities are available/open for submission and when
these submissions or contributions are due. Ensure that you take note of
announcements made during lectures and/or posted within Learn in this regard.

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This Module on Learn

Learn is an online space, designed to support and maximise your learning in an active manner.
Its main purpose is to guide and pace you through the module. In addition to the information
provided in this document, you will find the following when you access Learn:

• A list of prescribed material;

• A variety of additional online resources (articles, videos, audio, interactive graphics, etc.)
in each learning unit that will further help to explain theoretical concepts;
• Critical questions to guide you through the module’s objectives;
• Collaborative and individual activities (all of which are gradable) with time-on-task
estimates to assist you in managing your time around these;
• Revision questions, or references to revision questions, after each learning unit.

Kindly note:

• Unless you are completing this as a distance module, Learn does not replace your
contact time with your lecturers and/or tutors.
• HELP5111 is a Learn module, and as such, you are required to engage extensively
with the content on the Learn platform. Effective use of this tool will provide you
with opportunities to discuss, debate, and consolidate your understanding of the
content presented in this module.
• You are expected to work through the learning units on Learn in your own time –
especially before class. Any contact sessions will therefore be used to raise and
address any questions or interesting points with your lecturer, and not to cover
every aspect of this module.
• Your lecturer will communicate submission dates for specific activities in class and/or
on Learn.

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Icons Used in this Document and on Learn

The following icons are used in all your modules on Learn:

Icon Description

A list of what you should be able to do after working through the learning
unit.

Specific references to sections in the prescribed work.

Questions to help you recognise or think about theoretical concepts to be

covered.

Sections where you get to grapple with the content/ theory. This is mainly
presented in the form of questions which focus your attention and are
aimed at helping you to understand the content better. You will be
presented with online resources to work through (in addition to the
textbook or manual references) and find some of the answers to the
questions posed.

Opportunities to make connections between different chunks of theory in

the module or to real life.

Real life or world of work information or examples of application of

theory, using online resources for self-exploration.

REMEMBER:

You need to log onto Learn to:

• Access online resources such as articles, interactive graphics, explanations, video clips,
etc. which will assist you in mastering the content; and

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• View instructions and submit or post your contributions to individual or group activities
which are managed and tracked on Learn.

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Module Resources
Prescribed Knapp, D. 2014. A guide to Service Desk Concepts. 4th ed. Cengage
Material (PM) Learning, Course Technology.
for this Module
Recommended Please note that a number of additional resources and links to resources
Readings, are provided throughout this module on the Learn platform. You are
Digital, and Web encouraged to engage with these as they will assist you in mastering the
Resources various objectives of this module. They may also be useful resources for
completing any assignments. You will not, however, be assessed under
examination conditions on any additional or recommended reading
material.

Beekman, George. 2005. Computer confluence. 6th ed. New Jersey,

Pearson Prentice-Hill.

Minasi Mark et al. 2005. The Complete PC Upgrade and Maintenance

Guide. Alameda, Joel Fugazuto.
Module You will find an overview of this module on Learn under the Module
Overview Information link in the Course Menu.
Assessments Find more information on this module’s assessments in this document
and on the Student Portal.

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Module Purpose
In this module, students will gain foundational knowledge of the concept of service/help
desks as a profession in terms of its processes and procedures, set-up, performance
measures and tools and technologies. This module will also provide students with
foundational knowledge of the roles and responsibilities of the people involved in the
operations of a service/help desk.
Module Outcomes
Demonstrate knowledge of the operational processes and procedures of
MO1
service/help desks within the IT industry.
Demonstrate knowledge of the roles, responsibilities, tools and technologies of
MO2
service/help desks and service/help desk personnel within the IT industry.
Demonstrate knowledge of measures which can be used to evaluate the
MO3
performance of a service/help desk in the IT industry.
Demonstrate knowledge of the setup and good work habits associated with a
MO4
service/help desk in the IT industry.
MO5 Describe customer support as a profession in the IT industry.

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Assessments
Integrated Curriculum Engagement (ice)
Minimum number of tasks 4
Total Mark Allocation: 100

Assignments/Projects Portfolio of Evidence

Open book or closed book Open
Practical or theory Theory
Duration 15 Hours
Short Questions Yes
(Sentences)
Longer Questions Yes (Application)
(Paragraphs)
Learning Units covered All
Total Mark Allocation: 100

Formative Part 1 Part 2

Practical or theory Theory Practical/Theory
Weight 25% 30%
Duration 15 Hour 15 Hours
Total marks 40 60
Open/closed book Open book Open Book
Paragraph type question Yes Yes
(Includes brief discussion
and explanation)
Application Question Yes Yes
Learning Units covered LU1—3 4-6
Formative Period 4 6

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Module Pacer
Code Programme Contact Credits
Sessions
HELP010 DMT1,HSU1 36 10

HELP010d DMT1d,HSU1d 24
+ 12 Learn
HELP5111 DMT1, HSU1 36 15
HELP5111d DMT1d, HSU1d 24
+ 12 Learn
HELP5111p HSU1p 36
Learning Unit 1 Introduction to Service Desk Concepts

Overview:

In this learning unit, you will gain background knowledge and historical context about
service/help desks as a profession. The unit explores the increasing demand for technical
support; the role of the service desk; and what it takes to run a service desk successfully;
while maintaining a strong emphasis on customer satisfaction.

If you are a contact student, you will likely spend 4 sessions on this learning unit.

If you are a part-time student, you will likely spend 4 sessions on this learning unit.

If you are a distance student, you will likely complete this learning unit during the course of
Academic Week 1-2.

Please work through Themes 1, and 2 on Learn, together with the relevant sections of your
prescribed source/s. To ensure that you are working towards mastering the objectives for
this learning unit, please also ensure that you complete the activities on Learn.

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Learning Unit 1: Theme Breakdown

HELP010 / Theme 1: From Help Desk to Service Desk Prescribed Material (PM)
HELP5111/p
Sessions: 1-4
HELP010d /
HELP5111d
Sessions: 1-3
Academic Week: LO1: Explain the increasing demand for PM1: Chapter 1
1-2 end user support;
Related LO2: Explain the evolution of technical
Outcomes: support;
MO001 LO3: Discuss the role of the service desk
MO002 in technical support.
MO003 Theme 2: Components of a Service Desk PM2: Chapter 1
and Associated Skills
LO4: List the components of a successful
service desk;
LO5: Explain the skills required to work
on a service desk;
LO6: Explain why customer service is the
bottom line for service desks.

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Learning Unit 2 Service Desk Operations

Overview:

This learning unit explores the different types of customer service and support organisations,
the roles and operations of internal and external service desks, and how size matters when
it comes to service desks. It also compares the advantages and disadvantages of centralised
and decentralised service desks as well as running service desks as cost centres or as profit
centres.

If you are a contact student, you will likely spend 6 sessions on this learning unit.

If you are a part-time student, you will likely spend 6 sessions on this learning unit.

If you are a distance student, you will likely complete this learning unit during the course of
Academic Week 3-4.

Please work through Themes 1, 2, and 3 on Learn, together with the relevant sections of
your prescribed source/s. To ensure that you are working towards mastering the objectives
for this learning unit, please complete the activities on Learn.

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Learning Unit 2: Theme Breakdown

HELP010 / Theme 1: Types of Customer Services and Prescribed Material (PM)
HELP5111/p Support Organisations
Sessions: 5-10
HELP010d /
HELP5111d
Sessions: 4-6
Academic Week: LO1: List the types of customer service PM: Chapter 2
3-4 organisations;
LO2: List the types of customer services;
LO3: Explain what a service desk mission
is;
Related Theme 2: Internal and External Service PM: Chapter 2
Outcomes: Desks: Big and small
MO001 LO4: Discuss internal and external service
MO002 desks’ roles;
MO003 LO5: Discuss internal and external service
desks’ positions
LO6: Describe the sizes of service desks
and the service desk structures
Theme 3: Cost of Service Desks PM: Chapter 2
LO7: Explain service desks as cost
centres;
LO8: Explain service desks as profit
centres;
LO9: Discuss the growth of outsourcing;
LO10: Define the service desk model.

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Learning Unit 3 Service Desk Roles and Responsibilities

Overview:

This learning unit focusses on the business, technical, and self-management skills as well as
job and professional responsibilities required for both the principal and supporting job
categories at a service desk. We also look at the importance of the service desk members
working as a team.

If you are a contact student, you will likely spend 4 sessions on this learning unit.

If you are a part-time student, you will likely spend 4 sessions on this learning unit.

If you are a distance student, you will likely complete this learning unit during the course of
Academic Week 5-6.

Please work through Themes 1 and 2 on Learn, together with the relevant sections of your
prescribed source/s. To ensure that you are working towards mastering the objectives for
this learning unit, please complete the activities on Learn.

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Learning Unit 3: Theme Breakdown

HELP010 / Theme 1: Front-Line Service Providers Prescribed Material (PM)
HELP5111/p
Sessions: 11-14
HELP010d /
HELP5111d
Sessions: 7-9
Academic Week: LO1: Explain service desk principal job PM: Chapter 3
5-6 categories;
LO2: State the front-line service provider
responsibilities;
LO3: Describe the typical skills required
to be a front-line service provider;
Related Theme 2: Service Desk Supporting Roles PM: Chapter 3
Outcomes: LO4: Discuss service desk management
MO001 roles and skills;
MO002 LO5: Identify the different supporting
MO003 roles;
MO004 LO6: Describe the training responsibilities
associated with service desks;
LO7: Describe knowledge base
administration;
LO8: Discuss network monitoring;
LO9: Explain the role of technical
support;
LO10: Discuss the characteristics of a
successful service desk team.

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Learning Unit 4 Service Desk Processes and Procedures

Overview:

This learning unit describes the evolution of business processes and the leading quality
improvement programmes that aid continuous process improvement. It discusses the most
common processes used in service desks and demonstrates how they are integrated. Lastly,
it highlights the importance and benefits of these processes to the service desk.

If you are a contact student, you will likely spend 4 sessions on this learning unit.

If you are a part-time student, you will likely spend 4 sessions on this learning unit.

If you are a distance student, you will likely complete this learning unit during the course of
Academic Week 6-7.

Please work through Themes 1, 2, and 3 on Learn, together with the relevant sections of
your prescribed source/s. To ensure that you are working towards mastering the objectives
for this learning unit, please complete the activities on Learn.

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Learning Unit 4: Theme Breakdown

HELP010 / Theme 1: Processes, frameworks and Prescribed Material (PM)
HELP5111/p standards
Sessions: 15-18
HELP010d /
HELP5111d
Sessions: 10-12
Academic Week: LO1: Explain the evolution of business PM: Chapter 4
6-7 processes;
LO2: List benefits of business
improvement programmes;
LO3: Explain a process maturity model;
LO4: Identify quality improvement
frameworks and standards.
Related Theme 2: Service Management PM: Chapter 4
Outcomes: Frameworks and Standards
MO001 LO5: Identify IT service management
MO002 frameworks and standards;
MO003 LO6: Explain why processes are
MO004 important;
Theme 3: Service Desk Processes PM: Chapter 4
LO7: Explain service desk processes;
LO8: Discuss incident ownership and
notification;
LO9: Describe the request fulfilment
process;
LO10: Distinguish between request
fulfilment and incident
management;
LO11: Determine the relationship
between incident and problem
management;
LO12: Define the knowledge
management process;
LO13: Describe the change management
process;
LO14: Discuss asset and configuration
management.

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Learning Unit 5 Service Desk Tools and Technologies

Overview:

In this learning unit, we will examine the tools and technologies used in service desks,
including primary service desk technologies such as support technologies and the
communication and service desk management tools. We will also explore a seven-step
method for evaluating, selecting and implementing new service desk technologies.

If you are a contact student, you will likely spend 4 sessions on this learning unit.

If you are a part-time student, you will likely spend 4 sessions on this learning unit.

If you are a distance student, you will likely complete this learning unit during the course of
Academic Week 8.

Please work through Themes 1, and 2 on Learn, together with the relevant sections of your
prescribed source/s. To ensure that you are working towards mastering the objectives for
this learning unit, please complete the activities on Learn.

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Learning Unit 5: Theme Breakdown

HELP010 / Theme 1: Introduction to Service Desk Prescribed Material (PM)
HELP5111/p Technologies
Sessions: 19-22
HELP010d /
HELP5111d
Sessions: 13-14
Academic Week: LO1: Explain how technologies benefit PM: Chapter 5
8 the service desk;
Related Theme 2: Common Service Desk PM: Chapter 5
Outcomes: Technologies
MO001 LO2: Discuss common service desk
MO002 technologies;
LO3: Describe the tools used by service
desk managers;
LO4: Explain the relationship between
processes and technology;
LO5: Describe the steps involved in
selecting service desk technologies.

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Learning Unit 6 Service Desk Performance Measures

Overview:

In this learning unit, we will explore how information is used as a resource in the service
desk, including the most common data categories captured by service desks, as well as
common team and individual performance metrics.

If you are a contact student, you will likely spend 3 sessions on this learning unit.

If you are a part-time student, you will likely spend 3 sessions on this learning unit.

If you are a distance student, you will likely complete this learning unit during the course of
Academic Week 9.

Please work through Themes 1, 2 and 3 on Learn, together with the relevant sections of your
prescribed source/s. To ensure that you are working towards mastering the objectives for
this learning unit, please complete the activities on Learn.

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Learning Unit 6: Theme Breakdown

HELP010 / Theme 1: Information and Data Prescribed Material (PM)
HELP5111/p Categories
Sessions: 23-25
HELP010d /
HELP5111d
Sessions: 15-16
Academic LO1: Explain why information is a PM: Chapter 6
Week: resource;
9 LO2: Describe the most common data
categories captured by the service
desk.
Related Theme 2: Team Performance Measures PM: Chapter 6
Outcomes: LO3: Discuss the most common team
MO003 performance metrics;
MO004 LO4: Explain the most common individual
MO005 performance metrics.
Theme 3: Individual Performance PM: Chapter 6
Measures
LO5: Discuss individual contributions to
team goals.

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Learning Unit 7 The Service Desk Setting

Overview:

This learning unit explains the factors that have an effect on the physical location and layout
of service desks and investigates how analysts can improve the ergonomics of their personal
workspace. It explores how to design work habits that enable analysts to stay organised and
attain personal success.

If you are a contact student, you will likely spend 5 sessions on this learning unit.

If you are a part-time student, you will likely spend 5 sessions on this learning unit.

If you are a distance student, you will likely complete this learning unit during the course of
Academic Week 10-11.

Please work through Themes 1, and 2 on Learn, together with the relevant sections of your
prescribed source/s. To ensure that you are working towards mastering the objectives for
this learning unit, please complete the activities on Learn.

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Learning Unit 7: Theme Breakdown

HELP010 / Theme 1: Service Desk Setup and Prescribed Material (PM)
HELP5111/p Ergonomics
Sessions: 26-30
HELP010d /
HELP5111d
Sessions: 17-19
Academic LO1: Discuss the factors that influence PM: Chapter 7
Week: service desk setup;
10-11 LO2: Explain how the ergonomics of an
analyst’s personal workspace can
be improved.
Related Theme 2: Good Work Habits for Analysts PM: Chapter 7
Outcomes:
MO003 LO3: Describe good work habits.
MO004
MO005

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Learning Unit 8 Customer Support as a Profession

Overview:

This learning unit explores service desk industry trends and directions, including the role of
certifications in service desks, and offers advice to those who want to pursue a career in
service desk management.

If you are a contact student, you will likely spend 6 sessions on this learning unit.

If you are a part-time student, you will likely spend 6 sessions on this learning unit.

If you are a distance student, you will likely complete this learning unit during the course of
Academic Week 1-2.

Please work through Themes 1, 2, and 3 on Learn, together with the relevant sections of
your prescribed source/s. To ensure that you are working towards mastering the objectives
for this learning unit, please complete the activities on Learn.

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Learning Unit 8: Theme Breakdown

HELP010 / Theme 1: Service Desk Industry Trends Prescribed Material (PM)
HELP5111/p and Directions
Sessions: 31-36
HELP010d /
HELP5111d
Sessions: 20-24
Academic LO1: Describe service desk industry PM: Chapter 8
Week: trends and directions;
12 LO2: Explain the role of certification in
the service desk.
Related Theme 2: Preparing for a Service Desk PM: Chapter 8
Outcomes: Career
MO001 LO3: Describe how to prepare for a
MO002 career in the service desk industry.
MO003 Theme 3: Progression to a Management PM: Chapter 8
MO004 Position
MO005 LO4: Discuss how to maintain technical
skills while learning management
skills.

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Glossary of Key Terms for this Module

Term Definition My Notes
24/ 7 Support Support services that are provided 24 hours
a day, 7 days a week.
Accessibility How easily the service desk can be reached
by service desk staff, other employees of the
company, and customers.
Benchmarking The process of comparing the service desk’s
performance metrics and practices to those
of another service desk in an effort to
identify improvement opportunities.
Best practice A proven way of completing a task to
produce a near optimum result.
Biometrics Measurements of a person’s physical
characteristics, such as finger or palm prints,
facial features, or parts of a person’s eye
such as the retina or iris.
Call centre A place where telephone calls are made or
received in high volume.
Channel A route of communication to and from the
service desk, such as the telephone, voice
mail, email, and the Web.
Contact A generic term used to describe different
types of customer transactions such as
questions, incidents, and service requests.
Customer data Identifying details about a customer,
including the customer’s name, telephone
number, email address, etc.
Customer A program that involves using customer
Relationship contact and relationship information to
Management generate additional sales and to increase
(CRM) levels of customer service and retention.
Customer The difference between how a customer
satisfaction expects to be treated and how the customer
perceives he or she was treated.
Customer Services that ensure customers receive
service maximum value for the products or services
they purchase.

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Term Definition My Notes

Escalation To raise an incident from one level to
another, such as from level one to level
two, to dedicate new or additional
resources to the incident.
External A person or company that buys another
customer company’s products and services.
Help desk A single point of contact within a
company for technology-related
questions and incidents.
Incident data The details of an incident or service
request, such as incident type, channel
used to submit, etc.
Internal A person who works at a company and
customer at times relies on other employees at
that company to perform his or her job.
Mission A description of the customers the
service desk serves the types of services
the service desk provides, and how the
service desk delivers those services.
One-stop shop A service desk that is fully responsible
for resolving all incidents and service
requests, even if the solution requires
extensive research or even programming
changes.
Procedure A step-by-step, detailed set of
instructions that describes how to
perform the tasks in a process.
Process A collection of interrelated work
activities that take a set of specific inputs
and produce a set of specific outputs
that are of value to a customer.
Profit centre A service desk that must cover its
expenses and make a profit by charging
a fee for support services.
Project The process of planning and managing a
management project.

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Term Definition My Notes

Self-help Customers solving incidents on their own.
Service desk A single point of contact within a company
for managing customer incidents and
service requests.
Service Level A written document that spells out the
Agreement (SLA) services the service desk will provide to the
customer, the customer’s responsibilities,
and how service performance is measured.
Subject Matter A person who has a high level of
Expert (SME) experience or knowledge about a
particular subject.
Technical A wide range of services that enable
support people and companies to effectively use
the information technology they have
acquired or developed.
Technical A wide range of services that enable
support people and companies to effectively use
the information technology they have
acquired or developed.
Wellness The condition of good physical and mental
health, especially when maintained by
proper diet, exercise, and habits.

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