Q1 - Name/type of Organisation (Not to exceed 30 words)

You are NOT to use any real name of person/s or the organisation/s involved. Kindly use pseudonyms for personal names. For organisations, use ABC Phone Company, XYZ Supermarket, CDE Government Agency, etc. Provide a short background to this organisation if necessary.

Q2 - Communication Method (Between 5 to 50 words)

State the communication method involved. If multiple methods, state all of them and the stages involved.

Q3 - Describe the Problem or Enquiry  (About 500 words)

Write for the reader. Be as detailed as possible about your experience.

Q4 - Resolution or Proposal for Resolution (About 300 words)

Now write from the view of the other side as what could have been done to resolve the case. Outline steps or processes that you may deem necessary for this to happen. If the case was resolved, explain how it was resolved.

Referencing is not a requirement of this assessment item.

Q1 - Case Summary (100 words)

Write out a summary of the case from the angle of the customer support officer to his/her supervisor.

Q2 - Help Desk Operations (200 words)

List any three improvement in operations (administration, processes, policy, etc.) would you suggest to enable you to solve the customer's problem.

Q3 - Write an essay on "Help Desk Operations in Meeting Users Needs" (1500 words)

This report can focus on a single issue or multiple issues but each issue needs to be substantiated with literature. A minimum of five journal references are required. No limit to other magazines or website references you may use. The issue you pick should relate somewhat to Q1 and Q2 above.

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