Week 34


I. PRELIMINARY INFORMATION:


A. CLASS: Networking

B. TITLE OF UNIT: Networks and Networking

C. TITLE OF LESSON: Help Desk and Resumes

D. COMPETENCIES ADDRESSED: None

E. DATE & TIME:         

F. WEEK OF INSTRUCTION: 34

G. INSTRUCTOR: R Dorsey





II. OBJECTIVES:


Some companies out there will require a new employee to work on a help desk before joining the regular field teams. U.S. West is such a company. This class is about what to expect while performing this job.


III. TEACHING METHODS AND TECHNIQUES:


Other:       



IV. RESOURCES REQUIRED:


Other:      



V. INTRODUCTION:


Many companies will require new hires to work in a call center operation during their first several months of employment. The purpose of this placement is to allow personnel the opportunity to learn the inner workings of the company.



VI. CONTENT:


The call centers of many companies are often called Help Desks. The function of a help desk of course is to  field service calls from customers or clients. The technician will field these calls and walk the customer through a self help procedure.

Help Desk calls can be difficult and the proper way to ahndle these customers is the subject of this lecture.

Professional Terminology for Resumes in preparation for interviews from Guidance




VII. SUMMARY:


How to survive in a help center environment.



VIII. ASSIGNMENTS :


Class reading from the Help Desk Textbook     



IX. LESSON/COURSE EVALUATION: