established for the ESSET Help Desk

Q1 – List three best practices that could be established for the ESSET Help Desk? [300 words] – 3 marks


Q2 – In the initial training of help desk support staff, the standards of information and service level given by the staff differs greatly. A few give wrong information, some are not courteous and do not know the information that has to be given out to customers. How would you ensure the appropriate level of expertise of each customer support representative? [300 words] – 6 marks


Q3 – You have just spoken to a customer and gave provided information about timetabling of trains. She is “on hold” while you look for the fare for her. While searching for this, you realise that you have been reading the timetabling off the wrong list (northbound instead of southbound). What would you do? How would you prevent this from happening in future? [200 words] – 2 marks


Q4 – How does the principles of Information Technology Infrastructure Library (ITIL) apply in the above help desk setup? Give any two examples that apply. Relate the task to literature read. – [400 words] 7 marks