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To enable learners to perform user support tasks and to provide training materials for users and user support staff.
As the number and variety of systems used by management, administration and other non-IT professionals grows, and as organisations become increasingly dependent upon these, the need to provide efficient, effective and consistent support to the users of these systems becomes paramount. Computer users need appropriate training and support in order to be able to make best use of the systems available to them. As problems will inevitably occur, they also need access to knowledgeable and sympathetic staff within a formal framework of support. This is often via a help desk which, depending on the complexity of the problem, may provide direct assistance, remote support or refer to further expert support. Learners will begin this unit by looking at how to analyse a reported problem and provide user support. This can be in the context of the problem and also in preventive training. Learners will evaluate how problems affect user productivity. Learners will then deliver appropriate user support, both by remote means and in person. They will design and apply methods of monitoring and documenting user support activities. Finally, learners explore user support planning including production of user manuals, training courses, and plans for system maintenance and disaster recovery.
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Edition (Course Technology, 2009) ISBN-10: 1439042055
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Weekly Professional) (Butterworth Heinemann, 2002) ISBN-10: 0750649011
Gookin D – Troubleshooting and Maintaining Your PC All-in-one Desk Reference for Dummies (Wiley, 2009) ISBN-10: 0470396652
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