Professional User Manual for IT Customer Service and Training Workshop

Learning Outcomes

1. Use verbal communication and interpersonal skills to behave with integrity as a responsible Information Technology professional to contribute positively to society.

2. Use written communication skills to behave with integrity as a responsible Information Technology professional to contribute positively to society.

Manawanui Ltd is a healthcare informatics company focused on innovative medical imaging and data-capture devices, and analysis software. The company has five IT Support Analysts that provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. Analysts are also responsible for responding to, documenting and resolving customer service tickets in a timely manner.

You hold a management position within the company as the Senior Analyst that manages the team and all aspects to do with customers.

Due to business growth you have recently hired two new staff. As the Senior Analyst, to improve staff efficiency and effectiveness you are required to create a professional user manual for customer service.

Using the user manual in Task One, you must conduct a training workshop to your new IT staff on customer service. The training session is part of your induction programme, so remember to talk to your audience, build a rapport and check for understanding.

Provide written responses with integrity as a responsible IT professional.

a) One of your staff members Des has sent you the following text at 5pm Friday afternoon, advising that he is unable to do his 6pm – 2am shift which starts in one hour:

Des who loves to sing has called in sick three times all on Friday over the last six weeks. You overheard another staff member saying that they were meeting up with Des later that night at the karaoke bar.

b) Two of your staff members have over a six month period been conflicting on a number of various issues relating to work. However lately, verbal conversations when in disagreement has included swearing, raised voices and personal attacks. This has affected moral in the team, so you have decided to call a mediation meeting with them both to help resolve the conflict.

Write a professional email requesting both to attend a “meeting” on the 7thof Mayat 1pm. Type this into an actual email, take a screenshot and insert.

c) Explain how you would manage the mediation meeting and outline the interpersonal skills that you will need to use and why.

d) You have received the following complaint from a valued customer. Write a professional letter in response. Include any possible resolutions.

e) Explain how you could improve processes to prevent reoccurrence of this type of complaint