User:Djandy149

Information Technology User Support

Group Members
Andrew Philppa Ayo

Why Have I Chosen this Module??
What are the reasons for choosing this module?

''As working in retail it is important to gain customer satisfaction, this module covers all aspects of how to gain good user support, E.g. how to approach, How to talk to people who have problems. Also the career path is to become a teacher, so I feel that this will benefit me within my teaching career.''

What do I want out of it?

''Out of this module I want to learn the best way to approach people, how to respond to people who need help, and the best and quickest ways to solve problems. This I feel will benefit me in my teaching career as I will have the knowledge of how to approach people who have got problems.''

Is this Module about what u thought it would be about?

Yes, before I took this module I researched what would be included within it, although to be honest, I didn’t expect to be going onto the helpdesk to help students and also helping First year students with Software Development.

Is it a good decision to take this module and why?

This module, I think will help me a lot in my teaching career as its all about solving problems for users, also it will be a good experience as I’m a very shy, and a very nervous person so hopefully it will make me ‘Come out of my shell’, so yes it was a good decision to take the module.

What will you do next time to ensure you make a better decision?

''Next time I would speak to the lecturer and see whats included in the lessons, but then everyone needs to 'come out of there shell at some point' so i am glad really to be given the tasks in the tutorials as i feel it will, eventually, build up my confidence. So i dont think I need to make a better decision.''

What are you prepared to do in this module, and are you prepared to accept responsibility?

''I believe in taking risks, for example, if a user has a problem with there computer, I will be prepared - if I don’t know the solution – to try different things out, and I may learn something, and if things do go wrong then I am prepared to accept the responsibilities. ''

= Week Assignments =

Week 1 - Helpdesk Jobs Research
To get an overall view of the various helpdesk jobs in different areas, we looked at one vacancy in London and then one vacancy in Burton (Staffordshire), this will allow us to compare the different vacancies in different areas, the vacancies we found are -

London
Job Title – IT Support Analyst

Position – Helpdesk/Desktop User Support

Salary - £34,000 + Benefits

Job Description – Working in a team of 4, Answering and logging helpdesk calls from several European offices. Maintaining PC’s, producing weekly reports. Knowledge of MS Windows XP and Office XP

Burton (Staffordshire)
Job Title – Desktop Support Analyst

Position – Desktop Support Analyst, Helpdesk / Application Support Engineer

Salary - £16,000 - £20,000 + Benefits

Job Description – Call logging problems, dealing with customers over the phone or via e-mail and to provide technical information to provide a solution. Computer Literate and excellent communication skills.

Comparison
In London the annual wages is considerably higher than the wages in Burton. This could be explained by the living costs in London, or could be explained by the experience required in each job. The vacancy in London requires a lot more experience than the job in Burton, The vacancy in London requires you to log helpdesk calls from several European offices, this shows the importance of the helpdesk role in this company. In Burton the role is about dealing with customers over the phone, and providing technical information to provide a solution, this shows that the helpdesk analyst is an important role in the company but looks as though it is more customer to analyst relationship, whereas in London the relationship is on a much wider scale – Branch to analyst.

Your help desk career: Dead end or launching pad?