Admas university connect hardware peripheral Session Plan

EIS HNS3 M06 1123 U1

Unit of Competency: Provide First Level Remote Help Desk

Module Title: Providing First Level Remote Help Desk
U_1: Analyze client support issues
Duration UC = 20 Hours U1 = 4 Hours
Session Objectives: At the end of each session the trainees would be able to identify: -
 Check new problems logged by client
 Check previous logs for similar problems
 Investigate and documenting support issues
 Notify investigation and provide support
 Obtain feedback from client
Activities Nominal
Contents Training methods
Duration
Introduction 30min. -Problems logged by client Lecturing, discussion

1 hr. - Previous logs for similar problems Lecture,

Demonstration
1 hrs. - Investigating and documenting support issues Lecture,
Presentation

Demonstration,
- Notifying investigation and provide support discussion

45min. - Obtaining feedback from client Lecturing, discussion

and Group work
Evaluation 30 min. Written Test/ Demonstration Individual Learning
Summary 15 min. Wrap-up and Feedback Mentoring
Training - Cooperative Training to Industry Individual
Evaluation Performance
Resource TTLM, Reference Books, Personal Computer, Internet
Prepared by: Tewodros Meta Checked by:

1
 Admas university connect hardware peripheral Session Plan

EIS HNS3 M06 1123 U2

Unit of Competency: Provide First Level Remote Help Desk
Module Title: Providing First Level Remote Help Desk
U_2: Provide advice on software, hardware or network
Duration UC = 20 Hours U2 = 4 Hours
Session Objectives: At the end of each session the trainees would be able to identify: -
 Confirm network requirements
 Investigate and documenting solution
 Obtain approval from client
 Discuss and agreeing level of technical support
 Provide manuals and help documentation
Activities Nominal
Contents Training methods
Duration
1 hr. - Confirming network requirements Lecturing,
- Investigating and documenting solution demonstration
Presentation

1 hr. - Obtaining approval from client Lecturing, discussion,

- Discuss and agree on level of technical demonstration
support
30 min. - Providing support
- Providing manuals and help documentation Lecturing, discussion,
Demonstration
Evaluation 1 hr. Written Test/ Demonstration Individual learning

Summary 30 min. Wrap-up and Feedback Mentoring

Training - Cooperative Training to Industry Individual
Evaluation Performance
Resource TTLM, Reference Books, Personal Computer, Internet
Prepared by: Tewodros Meta Checked by:

2
 Admas university connect hardware peripheral Session Plan

EIS HNS3 M06 1123 U3

Unit of Competency: Provide First Level Remote Help Desk

Module Title: Providing First Level Remote Help Desk
U_3: Obtain client feedback
Duration UC = 20 Hours U3 =3 Hours
Session Objectives: At the end of each session the trainees would be able to identify: -
 Develop feedback form
 Instruct client to complete the form
 Distribute feedback form
 Review feedback for improvement
Activities Nominal
Contents Training methods
Duration
1 hr. - Developing feedback form Lecturing, discussion
-
Presentation

30 min. - Instructing client to complete the form - Lecturing,

discussion
-
30 min. - Distributing feedback form - Individual
learning
- Reviewing feedback for improvement
- Group Discussion

Evaluation 30 min. written exam and Interview Individual learning

Summary 30 min. Wrap-up and Feedback Mentoring

Training - Cooperative Training to Industry Individual Performance

Evaluation
Resource TTLM, Reference Books, Personal Computer, Internet
Prepared by: Tewodros Meta Checked by:

3
 Admas university connect hardware peripheral Session Plan

EIS HNS3 M06 1123 U4

Unit of Competency: Provide First Level Remote Help Desk
Module Title: Providing First Level Remote Help Desk
U_4: Lead Workplace Communication
Duration UC = 20 Hours U = 2 Hours
Session Objectives: At the end of each session the trainees would be able to identify: -
 Select communication method
 Make Constructive contributions to workplace discussion
 Organize Information regarding problems and issues
 Raise Communication problems and issues

Activities Nominal
Contents Training methods
Duration
30 min. - Selecting communication method Lecturing, discussion
- Constructive contributions to workplace
discussion
Presentation

30 min. - Organizing Information regarding problems and - Lecturing,

issues discussion
- Communication problems and issues - Group working

Evaluation 30 min. Written Test/ Demonstration Individual learning

Summary 30 min. Wrap-up and Feedback Mentoring

Training - Cooperative Training to Industry Individual Performance

Evaluation
Resource TTLM, Reference Books, Personal Computer, Internet
Prepared by: Tewodros Meta Checked by: